Coaching Observation

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Select date

  Date

• Has the customer been acknowledged with eye contact within 30 sec

PAYM and Upgrades

• Discussed sharer line

  Yes

  No

  N/A

• Has the word Star offers been mentioned to the customer

  Yes

  No

  N/A

• When customers coming in for repairs is there a compass printout and recycle printout attached to the repair paperwork to confirm conversation has taken place.

  Yes

  No

  N/A

• Has a P&G SIM been offered for old phone

  Yes

  No

  N/A

• Has a line check been completed and attached to paperwork? Including New, Upgrades and P&G

  Yes

  No

  N/A

PAYG

• Have Pre Pay upgrade conversations taken place with compass printout

  Yes

  No

  N/A

• Has a compass sheet been printed and top up duplicate attached

  Yes

  No

  N/A

Business

• Was the customer asked where they work?

  Yes

  No

  N/A

Clone

• Was a clone wallet taken and options discussed with customer

  Yes

  No

  N/A

Accessories

• Was an essentials pack taken with the phone? if not applicable was a screen protector taken with the phone.

  Yes

  No

  N/A

NPS

• Was the welcome pack used?

  Yes

  No

  N/A

• Was the text that the customer will receive mentioned and feedback on service promoted?

  Yes

  No

  N/A

Any other comments observer

Actions agreed by staff member

• Name and Signature observer

  Sign

• Name and Signature staff member

  Sign