E Systems Secret Shop

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Pictures

• Picture of customer interaction #1

  Media

• Picture of customer interaction #2

  Media

Greeting

• Greet within 7 seconds or 10 feet

  Yes

  No

  N/A

• Used proper greeting: Welcome to Sprint, my name is _________. What brings you in today?

  Yes

  No

  N/A

• If the store was not busy, we're the reps out on the sales floor?

  Yes

  No

  N/A

• Did someone come out from behind the counter if they were already working with another customer?

  Yes

  No

  N/A

Building Rapport

• Did the Sales Associate ask for customer name and use it throughout the sale?

  Yes

  No

  N/A

• Did the Sales Associate: Smile, Make Eye Contact and Display a Friendly Persona?

  Yes

  No

  N/A

• Was the customers hand spoke in a friendly and professional way?

  Yes

  No

  N/A

• Was the Sales Associate Enthusiastic?

  Yes

  No

  N/A

Uncovering Customer Needs

• Was the customer asked: Business or Personal Services

  Yes

  No

  N/A

• Was coverage and phone features most used discussed with the customer?

  Yes

  No

  N/A

• Was the customer Current Carrier discussed

  Yes

  No

  N/A

• We're the customers current Likes and Dislikes based on Handset discussed?

  Yes

  No

  N/A

• Did Sales Associate explain the Sprint Buy Back Program?

  Yes

  No

  N/A

• Was the customer asked where they work to see if they are eligible for a discount?

  Yes

  No

  N/A

Accessories

• Did the Sales Associate mention accessories throughout the presentation?

  Yes

  No

  N/A

• Was the 4 To The Floor Program used during the sales presentation?

  Yes

  No

  N/A

• Did the Sales Associate build value in the accessories

  Yes

  No

  N/A

• Did the Sales Associate parent a Tablet or Sprint Phone Connect to the customer?

  Yes

  No

  N/A

Account Scrubbing - 100% of customers, 100% of the Time

• Did Sales Associate pull up customers account via Account Lookup.

  Yes

  No

  N/A

• Did the Sales Associate make Recommendations for additional lines based on account availability?

  Yes

  No

  N/A

• Did the Sales Associate make Recommendations for line Upgrades based on account availability?

  Yes

  No

  N/A

• Did Sales Associate use "Good news, you are eligible for a Tablet, did you get yours yet."

  Yes

  No

  N/A

• Did Sales Associate use "Sprint has approved you for Sprint Home Service at a discount rate. Do you want to get yours today?"

  Yes

  No

  N/A

Closing and Wrapping Up

• Did the Sales Associate ask for the sale at least 3 times?

  Yes

  No

  N/A

• Did the Sales Associate restate and Rephrase the objections?

  Yes

  No

  N/A

• Did the Sales Associate attempt to resolve the objection and reclose?

  Yes

  No

  N/A

• Did the Sales Associate ask for Referrals?

  Yes

  No

  N/A

Operations

• At least 2 employees on the schedule at time of shop

  Yes

  No

  N/A

• Wait time after being greeted less than 5 minutes?

  Yes

  No

  N/A

• We're all employees wearing name tags?

  Yes

  No

  N/A

• We're all employees shirts pressed and neat?

  Yes

  No

  N/A

• Other dress code violations?

  Yes

  No

  N/A

• Did the store represent Sprint and E Systems brand in appositive manner?

  Yes

  No

  N/A

Notes

• Additional DM Info: