Consultant Observation Sheet

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Thank You

• Is the Consultant on the shop floor and attentive to customers?

  Yes

  No

  N/A

• Did the Consultant make good eye contact and smile at the customer?

  Yes

  No

  N/A

• Was the customer greeted with a great welcoming open question?

  Yes

  No

  N/A

• Did the Consultant explain how Carphone Warehouse operates and introduce Tariff Taylor e.g. A 'broker' 'independent' etc

  Yes

  No

  N/A

Respect

• Did the Consultant build up rapport with the customer?

  Yes

  No

  N/A

• Did the Consultant find out what device the customer currently had as their connected solution?

  Yes

  No

  N/A

• Did the Consultant find the customers level of knowledge?

  Yes

  No

  N/A

• Was the Consultant actively listening to the customer to generate a Solution later?

  Yes

  No

  N/A

Understanding

• Did the Consultant ask open questions to make the customer feel consulted?

  Yes

  No

  N/A

• Did the Consultant give a 'World Class' demo?

  Yes

  No

  N/A

• Did the Consultant take control of the sale and guide the customer through the options to make one choice?

  Yes

  No

  N/A

Solution

• Did the Consultant have a clear upsell conversation?

  Yes

  No

  N/A

• Did the Consultant offer an incremental connection for family/friends/other device?

  Yes

  No

  N/A

• Did the Consultant have a Geek Squad conversation covering the 4 must do's?

  Yes

  No

  N/A

• Did the Consultant offer a fixed line product?

  Yes

  No

  N/A

• Did the Consultant offer specific accessories for the product(s)?

  Yes

  No

  N/A

• Did the Consultant overcome objections and close the sale?

  Yes

  No

  N/A

• Did the Consultant make one clear recommendation?

  Yes

  No

  N/A

Thank You

• Did the Consultant handover around the counter?

  Yes

  No

  N/A

• Did the Consultant hand out a welcome pack and highlight the WOW number?

  Yes

  No

  N/A

• Did the Consultant tell the customer they can return for any help?

  Yes

  No

  N/A

• Did the Consultant thank the customer for shopping with Carphone Warehouse and encourage repeat business?

  Yes

  No

  N/A

• Manger Confirmed

  Sign

• Consultant confirmed

  Sign