E-Systems Sales Process

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Approach/Greeting

• Did the associate say "Welcome to Sprint. My name is ______. What brings you in today?"

  Yes

  No

  N/A

• Did the associate introduce themselves by name?

  Yes

  No

  N/A

• Did the associate shake your hand?

  Yes

  No

  N/A

• Did the associate ask your name at the beginning of your interaction and use it throughout your visit?

  Yes

  No

  N/A

• Was the greeting you received warm, sincere and friendly?

  Yes

  No

  N/A

Needs Assessment

• Did the associate qualify you for personal or business lines?

  Yes

  No

  N/A

• How long did it take for you to be greeted or acknowledged?

  Immediately

  15-30 Sec

  30 sec

  1 min

• How lond did you have to wait for assistance from the time you entered?

  Immediately

  1-3 min

  3-5 min

  5-10 min

  More than 10

• Did they ask you what you liked or disliked in your current phone?

  Yes

  No

  N/A

• Did they ask where you work to determine if you are eligible for a discount?

  Yes

  No

  N/A

• Did they ask you questions to determine the best rate plan for your needs?

  Yes

  No

  N/A

• Did they ask you how you will be using your phone? ie what features will you be using the most

  Yes

  No

  N/A

• After determining your needs, did the associate ask you if you had a particular phone in mind?

  Yes

  No

  N/A

• Please rate the sales associate's needs assessment and discovery skills

  Excellent

  Good

  Average

  Poor

  Unacceptable

Product Knowledge/Presentation

• Did they recommend a rate plan appropriate for your stated needs?

  Yes

  No

  N/A

• Did they discuss family plans or additional lines of service

  Yes

  No

  N/A

• Did they mention any special offers or promotions?

  Yes

  No

  N/A

• What promotions were mentioned?

• Did they explain the difference between the types of phones offered; Basic, Text, or Smartphones?

  Yes

  No

  N/A

• Did they explain the difference between the smartphone platforms?

  Yes

  No

  N/A

• What service features were mentioned/offered?

• MMS/SMS

• Navigation

• Email

• Apps and/or App market/store

• Did they demonstrate any handset features or functions?

  Yes

  No

  N/A

• Did they give you an opportunity to operate the recommended phone?

  Yes

  No

  N/A

• Please rate their demonstration skill:

  Excellent

  Good

  Average

  Poor

  Unacceptable

• Did they offer Phone Connect?

  Yes

  No

  N/A

• Did they offer a Tablet?

  Yes

  No

  N/A

• Please Rate their needs assessment, product knowledge and presentation skills:

  Excellent

  Good

  Average

  Poor

  Unacceptable

Sprint Mantra

• Did they mention and discuss Sprints Buyback/recycle program?

  Yes

  No

  N/A

• Did they mention and discuss Ready Now?

  Yes

  No

  N/A

• How many accessories did the sales associate show and explain to you?

  1

  2

  3

  4

  none

• Did they mention the Total Equipment Protection plan?

  Yes

  No

  N/A

Closing and Overcoming Objections

• Did they ask how you heard about this location?

  Yes

  No

  N/A

• Did they ask for or imply the sale?

  Yes

  No

  N/A

• How many times did the rep ask for the sale?

  Once

  Twice

  3 times

  Did not ask

• How did they ask for the sale?

• How would you like to pay?

• Lets start transfering your contacts.

• Would you like me to set up your email?

• Other

• Lets get you set up

• Did they try to overcome your objection?

  Yes

  No

  N/A

• Did they attempt to bring in another associate or manager when they realized the sale was not closing?

  Yes

  No

  N/A

• Did they provide you with a card without being asked?

  Yes

  No

  N/A

• Did the associate ask you for your contact information?

  Yes

  No

  N/A

• How well did they motivate you to buy?

  Excellent

  Good

  Average

  Poor

  Unacceptable

• Please rate the sales associates closing skill

  Excellent

  Good

  Average

  Poor

  Unacceptable