EE Way - Coaching Document

• Store

• Member of Staff

• Store Manager/Person in charge

• Regional Manager

• Conducted on

  Date
• Location
  Address

Welcome

• Was every customer acknowledged within 1 minute?

  Yes

  No

  N/A

Understand My Needs

• Were the following conversations taking place?<br>What ideally do you want your phone to do?<br>What is the most important feature of your phone/theft/damage?<br>Star Offers? HBB? Simo? etc<br>

  Yes

  No

  N/A

Show Me Let Me Try

• Was the phone put into the hands of the customer?<br>Were they shown something unique and relevent to them?

  Yes

  No

  N/A

Help Me Decide

• Was there a recommendation with clear reasons why?

  Yes

  No

  N/A

Set Me Up Brilliantly

• Was the customer set up brilliantly with them walking out working?<br>Was the Welcome Wallet used?

  Yes

  No

  N/A

Be There When I Need You

• Were the self serve options explained? Was how to get in touch explained?

  Yes

  No

  N/A

ISSUE

• What was the scenario?

  Information

GOAL

• What do you want to work on?

  Information

REALITY

• Where are you now?

  Information

OPTIONS

• What can you do next time?

  Information

WHAT'S NEXT

• What will you do specifically?<br>When by?<br>Support required?

  Information