Q1. Were you acknowledged upon entering the store?
(Such as 'Hi/Hello/Good morning and / or a smile/nod)
Q2. We're you approached within 1 minute by a customer consultant offering assistance?
(If not approached within 1 minute, shoppers will approach the next available customer consultant)
1. Yes a customer consultant approached me within 1 minute
2. No, all consultants were unavailable when I entered but were approaching customers as soon as they became available.
3. No, consultants were available but didn't approach me or other customers
Q3. Did the customer consultant open the conversation e.g. By asking for the purpose of the visit, or by saying how they can get the best deal for you today?
Q4. Did the customer consultant explain that Carphone Warehouse is the only retailer which offers all the major networks so only they can search and compare all tariffs?
(They can search out and compare every single option available on the market in order to make the best value contract/phone for you)
Q5. Please comment on the above section in detail, explaining both positive and negative answers. You MUST comment on all NEGATIVE RESPONSES.
Q6. Did the customer consultant explain that they would like to ask you some questions in order to get the right phone, network and tariff?
Q7. Did the customer consultant ask if you had done any research before your visit?
( Research can be any of the following; browsing the web, visiting other stores, talking to friends and so on)
Q8. Did the customer consultant ask what handset you have at the moment and whether you know it's trade-in value?
(Please mark Yes if both parts of the question were asked)
Q8a. Did the customer consultant offer a handset upgrade?
Q9. Did the customer consultant ask which network you are with at the moment and whether you are looking to change?
Q10. Did the customer consultant ask about the amount/spend from your last bill?
Q11. Did the customer consultant ask how you use your phone?
(Phone use means the usage of minutes, texts messages and data)
Q12. Did the customer consultant ask to take your personal details?
(Name, email address and mobile number)
Q13. Please comment on the above section in detail, explaining both positive and negative answers. You MUST comment on all NEGATIVE RESPONSES.
Q14. Did the customer consultant then say 'Lets look at some handsets and get your favourite in your hands' or similar?
Q15. Did the customer consultant offer to show you the two most relevant handsets based on your needs?
Q16. What were the two handsets? BRAND & MODEL (Only for multiple recommendations)
Q17. Did the customer consultant then make a single recommendation?
Q18. What was the recommended brand? (Only for a single recommendation)
Q19. Did the customer consultant get a boxed phone and say something like 'this is your phone'?
(Please note that wording of the consultant's statement may vary. The consultant should reveal unbowed phone(s) for the demo)
Q20. Did the customer consultant also bring a demo phone?
Q21. Was the demo phone a live product?
(Please mark No, if the demonstration was with a dummy handset or handset not powered up)
Q22. Did the customer consultant show you one top feature of the phone and let you play with it?
- Car charger
- Screen Protector
If other please name the accessory
Q24. Did the customer consultant check whether you were happy with their handset recommendation?
Q25. Did the customer consultant address the issue when you expressed your concerns around recommendations?
( If you are directly asked if you are happy with handset recommendations, please say No, otherwise please give signals at you are not fully satisfied. The customer consultant should try to find out why you are not happy nod offer an alternative solution)
Q26. Please comment on the above section in details, explaining both positive and negative answers. You MUST comment on all NEGATIVE RESPONSES.
Q27. Did the customer consultant explain how Carphone Warehouse will future proof your contract?
Q28. Did the customer consultant demonstrate how your data usage will increase?
Q29. Dd the customer consultant use the coverage checker to recommend a network and tariff?
Q30. What was the recommended network and tariff? (Only for a single/final recommendation)
Q30a. Did the customer consultant mention/recommend 4G?
Q31. Did the customer consultant use your handset trade-in to offset some of the costs of the recommendation?
Q32. Once you had declined the trade-in, did the customer consultant offer a SIM only option for your existing handset?
Q33. Did the customer consultant demonstrate how much you would save at Carphone Warehouse against competitors?
Q34. Did the customer consultant summarise the deal and ask for your commitment?
(Using wording such as 'Are you happy to go with this today' etc? You will need to convey buying signals)
Q35. Did the customer consultant (or Store Manager) try to overcome your objections by offering an additional incentive and re-attempt to close the sale?
(You should state a clear objection upon being asked for the sale, e.g. 'I'm not sure about brand X, I'm used to brand Y' or 'the tariff is a bit more expensive than I was looking to spend' etc)
Q36. Please comment on the above section in detail, explaining both positive and negative answers. You MUST comment on all NEGATIVE RESPONSES)
- Trade-in your handset
- Geek Squad - Insurance (Go to Q37a)
- Geek Squad - Technical Support
- Offer better value than competition
- Other (Add notes below)
Q37a. When the customer consultant talked to you about GEEK SQUAD INSURANCE did he or she tell you that the insurance:
1. Was optional, and didn't have to be taken at the same time as the phone or contract
2. Was compulsory and could only be taken at that time as part of the overall package
3. It wasn't made clear whether it was optional or not
Q37b. Regarding your right to cancel an insurance policy if you decided you didn't need it, did the consultant tell you any of the following options:
1. That the policy would automatically cancel after 14 days
2. That you would have to cancel the policy myself
3. Wasn't told anything about cancelling the policy
Q37c. Did the customer consultant explain the benefits of Geek Squad Insurance
Q37d. Did you feel like the consultant fully explored whether or not you had a need for insurance with your purchase?
Q37dd. Did the customer consultant offer you any incentive to take Geek Squad insurance?
Q37e. Did you feel like you would be able to make a decision about whether or not to take the Geek Squad Insurance without pressure from the consultant?
Q37f. Please comment on what one thing COULD HAVE BEEN IMPROVED in the way the customer consultant spoke to you about the Geek Squad Insurance.
Q37g. Please comment on what one thing the customer consultant did WELL when he or she spoke to you about Geek Squad Insurance.
Q38. Please describe the ambience in store. (For example, what did it feel like when you first entered the store? Inviting? Did the layout/design enhance the experience in store?)
- Mainly on the shop floor with you
- Mainly behind the till
- Both on the shop floor and behind the till
- Side by side
- 1. Energy & enthusiasm
- 2. Passionate about brand
- 3. Listened to my needs
- 4. Clear explanations
- 5. Used technology
- 6. Delivered recommendation
- None of these
Q41. Please rate the knowledge of the customer consultant when recommending and/or demonstrating the products to you.
1. The consultant confidently talked about handsets, deals and how they meet my needs
2. The consultant was able to partially explain features/functionality of the handset but there were some gaps in their knowledge
3. The consultant had limited knowledge so not much information was provided
Q42. Did the customer consultant:
1. Use the tablet all the time throughout the interaction
2. Use the tablet occasionally throughout the interaction
3. Did not use the tablet at all
Q43. Please rate the closing stage of the interaction with the customer consultant.
(Once the selling points are covered, you should say to the consultant that you would like to think about it a bit more and thrall them for their time)
1. The consultant thanked me for visiting Carphone Warehouse and added a personal farewell
2. The consultant just said 'thanks and goodbye', but didn't mention Carphone Warehouse
3. The consultant just said 'thanks' or 'goodbye'
Q44. Please comment on the above section, explaining both positive and negative answers, specifically focusing on how personalised the interaction felt. You MUST comment on all NEGATIVE RESPONSES.
Q44a. Was the customer consultant wearing a name badge?
Q44b. Please record the name of the customer consultant who mainly dealt with you (if possible). In all cases, provide a detailed description (i.e. gender, approximate age, height, hair colour and hairstyle)
Did the customer consultant offer to send though the details of the recommendation deal via email?
Q46. How much effort did you personally have to put forth to handle your request?
Based on this experience, would you have bought today?
Please include a comment here to explain your answer.