E Systems Sprint Audit 2013

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Required Images

• Front window hours and decals

  Media

• Staff in uniform

  Media

• Sales floor photo

  Media

Brand

• Exterior Signage: dealer cling, store hours and hours on Sprint.com

  Yes

  No

  N/A

• Were interior marketing and merchandising messages current?

  Yes

  No

  N/A

• Was all required collateral (required on sales floor and E Flyers) available and old items purged from the store?

  Yes

  No

  N/A

Back Office

• Based on samples of new activations/upgrades, were current versions of contracts, including signatures and initials, stored on file.

  Yes

  No

  N/A

• Did store employees actively protect customer and Sprint proprietary info ( following ID policies,shredding,securing documents/receipts, locking computer screen,verifying passwords)

  Yes

  No

  N/A

• Did the store demo devices match the active lines within the stores demo account?

  Yes

  No

  N/A

Customer Experience

• Did the store have all required postpaid devices?

  Yes

  No

  N/A

• Demo devices fully functional for customer use (powered on, make a call, work on Internet, clean of customer info)

  Yes

  No

  N/A

• All phones and accessories have current fact tags and price tags as required?

  Yes

  No

  N/A

• Did the store have the minimum number of required postpaid devices in stockper the Window Inventory Requirements?

  Yes

  No

  N/A

• Did the store have the minimum number of recommended/optional postpaid devices in stockper the Window Inventory Requirements?

  Yes

  No

  N/A

• Did the store minimize the number of Direct Ship/VAD order to the store 25% or less

  Yes

  No

  N/A

• Did all new hires complete STAR New Hire Training within 60 days of their start date without excessive attempts to pass the final exam

  Yes

  No

  N/A

• Did all new hires complete Instructor LeadNew Hire Training within 60 days of their start date.

  Yes

  No

  N/A

• Did all new hires complete required On-Going training?

  Yes

  No

  N/A

• Were employees knowledgeable on training content

  Yes

  No

  N/A

Authorized Service Centers Only

• Did all new hire technicians complete the ASC On-boarding Training including certification in STAR within the required timeframe

  Yes

  No

  N/A

• Were service and repair transactions accurately documented in e-ticket including selection of the correct customer complaint and resolution with sufficient tech notes?

  Yes

  No

  N/A

• Were signed and dated copies of Data Preservation Forms and closed e-tickets retained in accordance with the records retention policy?

  Yes

  No

  N/A

• Was the ASC Self-Assessment completed for the most recent quarter.

  Yes

  No

  N/A

Notes

• Info on items that are concerns for DM