Connectivity Source Sales Checklist

• Store

• Conducted on

  Date

• Coach

• Sales Associate

Greet

• Did the associate greet the customer within 3 seconds and did they use the proper greet: Hi Welcome to Sprint! My name is ________ What brings you in today?

  Yes

  No

  N/A

• Did the associate ask for the customers name?

  Yes

  No

  N/A

• Was the greeting warm, friendly and sincere?

  Yes

  No

  N/A

• Did the associate ask if their visit was for personal or business?

  Yes

  No

  N/A

• Did the associate use the MSA tablet to pull up the existing customers account?

  Yes

  No

  N/A

CS Mantra

• Hands down we are the BEST VALUE in wireless, Sprint is committed to having the BEST NETWORK and we here at this are COMMITTED to giving you the BEST EXPERIENCE!

  Yes

  No

  N/A

Getting to know the customer

• Did the associate ask the customer where they worked?

  Yes

  No

  N/A

• Did the associate ask how the customer uses their phone for work?

  Yes

  No

  N/A

• Did the associate ask the customer about their commute to work and how they use their phone in that time?

  Yes

  No

  N/A

• Did the associate ask the customer how they use their phone outside of work?

  Yes

  No

  N/A

• Did the associate ask the customer what they like/dislike about their current phone?

  Yes

  No

  N/A

• Did the associate ask the customer if they have a laptop and tablet at home and what do they use it for?

  Yes

  No

  N/A

• Did the associate probe for additional lines for family members/children?

  Yes

  No

  N/A

Accessories and Emerging Products

• Did the associate walk the customer to the accessory walls?

  Yes

  No

  N/A

• Did the associate make an accessory package recommendation?

  Yes

  No

  N/A

• Did the associate use Progressive as an option for the accessory package they recommended for the customer?

  Yes

  No

  N/A

• Did the associate demo the iPhone/iPad function? Or did they talk about SideSync with a Samsung Device and Tab E?

  Yes

  No

  N/A

• Did the associate make an emerging product recommendation and bundle it into the plan?

  Yes

  No

  N/A

Close

• Did the associate use the Share and Compare Tool to build a plan for the new or existing customer?

  Yes

  No

  N/A

• Did the associate ask for the sale or imply the sale?

  Yes

  No

  N/A

• Did the associate try and overcome any objections?

  Yes

  No

  N/A

• If the sale was not closed, did the rep ask as to why they weren’t buying today?

  Yes

  No

  N/A

After the sale

• Did the associate ask “Based off you experience today, how likely are you to recommend your friends and family to come and see me for their Wireless needs?”

  Yes

  No

  N/A

• Did the associate ask for a referrals contact info and tell the customer about the referral program?

  Yes

  No

  N/A

• Did the associate educate the customer about the survey. Letting them know that even though the survey says Sprint that it is actually about their visit in the store. 9 and 10 are passing.

  Yes

  No

  N/A

• Did the associate download Tech Expert and register them?

  Yes

  No

  N/A

• Did the associate go over the first bill expectations with the customer?

  Yes

  No

  N/A

• Did the associate go over self help options through sprint.com with the customer?

  Yes

  No

  N/A

• Did the associate add the stores contact info into the customers phone along with their email address?

  Yes

  No

  N/A

• Did the associate walk from behind the counter and hand the bag to the customer?

  Yes

  No

  N/A

• Did the associate walk the customer out the door and thank them for their business?

  Yes

  No

  N/A

Follow-up

• What are some wins from this transaction?

• What are some opportunities from this transaction?