EEEC PINPOINT ASSESSMENT

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Region

  Select R101 R102 R103 R104 R105 R106 R107 R108 R109 R110

  • R101
  • R102
  • R103
  • R104
  • R105
  • R106
  • R107
  • R108
  • R109
  • R110

• Store Name

• Store Number

• Select date

  Date

ASSESSMENT

• EECC Tablets and the Pin Point tool is being used in ALL Post Pay Customer Journeys

  Select 0 1 2 3 4 5 6 7 8 9 10

  • 0
  • 1
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  • 10

• NEXT STEPS - By whom and when

• Colleagues are consistently checking if customers are ready for an upgrade as part of all Post Pay journeys.

  Select 0 1 2 3 4 5 6 7 8 9 10

  • 0
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• NEXT STEPS - By whom and when

• Colleagues (ask two minimum) can explain why a customer should take a 4G tariff to get the best out of their handset - even where there is currently no 4G coverage.

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  • 0
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• NEXT STEPS - By whom and when

• Trade-Ins are incorporated into cost of sale, to promote accessories and services

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Colleague Demo Handsets are being used, where appropriate, in Post Pay Customer Journeys

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• The Upgrades Black Book was readily available and contains the current week's "Right Sell Documents"

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Colleagues (ask two) can explain why a customer should stay with their current Network (no credit check/keep number/it's quicker/retain network benefits

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Colleagues can articulate three elements from the Pin Point tool - (why we are different, Live Tariff Checker & Future Proofing - ask two colleagues.

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Colleagues are obtaining the customers' details & entering them into Pin Point (name, contact number, email, where you bought your last phone & marketing question)

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Colleagues have a good understanding and knowledge of the Pin Point Framework document

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Colleagues can articulate the EECC plan (why, why, how & where - speak to min two colleagues)

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Sales Floor Leadership in place (rate effectiveness) and, if relevant, the mobile pedestal/s utilised

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Colleagues can talk you through the Mystery Shop Programme and know their store's results

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Colleagues can explain the Upgrades Prices Promise (ask two minimum)

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• EECC Successes ("The Difference We're Seeing") is present and up to date

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• EECC Action Plan ("How We Are Making it Count") is present & up to date

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

• Store is clear on escalation routes to resolve any outstanding issues with tablets/Pin Point

  Select 0 1 2 3 4 5

  • 0
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• NEXT STEPS - By whom and when

OVERALL SCORE

• Below 75

  75-89

  90 plus

• Manager

  Sign

• RGM

  Sign

• SLT

  Sign