Information
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Audit Title
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Conducted on
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Employee assessed
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Employee Number
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Prepared by
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Do they talk to customers about the importance of 4G?
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Do they always offer an upgrade first when appropriate and understand it is a priority?
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Do they use the tablet throughout the entire journey, enter a product ID, enter a transaction number and go through each of the six sections?
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Do they use the Right Sell document or Digital Right Sell and wherever possible ensure the customer is on the right tariff?
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Did they acknowledge / approach the customer with a tablet ready for use?
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Did they explain CPW is the only place for the widest choice of networks and offer the best value?
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Did they demo and explain the 'Live Tariff Checker'?
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Did they identify if the customer was a New Sub or Upgrade customer
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Did they explain why they were asking the five quick questions?
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Did they demonstrate the 4G benefits on the video or discuss them
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Did they ask about their current handset and demonstrate its trade-in value?
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Did they ask how they would use their phone?
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Did they recommend 2 handsets based on the customer's needs?
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Did they make a single recommendation?
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Did they present a boxed phone and say "This is your phone"?
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Did they bring a demo phone and demonstrate three key features?
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Did they explain the "Understanding Data" page and use the sliders to deliver confidence?
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Did they demonstrate future proofing your phone and explain how the customer's data is likely to increase over their contract?
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Did they mention or demonstrate 4G coverage on the coverage checker?
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Did they explain that you could use trade-in value to offset any upfront costs?
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Did they explain that the digital right sell created the best match and then explain what other tariffs you can get using the tablet?
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Did they summarise and ask for a commitment to this deal?
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Did they refer back to the accessories they had previously brought out
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Did they talk about Geek Squad and overcome any objections?
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Did they talk about other attach opportunities, e.g. Broadband?
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Did they summarise and thank the customer for shopping at CPW?
