Fast Wireless Employee Skill Check

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Customer Type

  Select Bill Pay Accessory New Line Upgrade Repairs Customer Service

  • Bill Pay
  • Accessory
  • New Line
  • Upgrade
  • Repairs
  • Customer Service

Welcome

• Was the customer greeted within 15 seconds?

  Yes

  No

  N/A

• Was greeting used: Welcome to our Ready Now Sprint Store?

  Yes

  No

  N/A

• Did the rep come out from behind the counter to greet the customer and was that greeting given with a smile?

  Yes

  No

  N/A

• Did rep use the MSA tool?

  Yes

  No

  N/A

New Activations/upgrades/Add-A-Line

• Did the rep ask to add additional lines of service?

  Yes

  No

  N/A

• Did the rep ask qualifying questions? (Work, Home, Fun, etc.)

  Yes

  No

  N/A

• Did rep offer emerging product based on qualifications?

  Yes

  No

  N/A

• Did rep check all lines for available upgrades?

  Yes

  No

  N/A

Accessories

• Were multiple accessories bought out and offered to the customer?

  Yes

  No

  N/A

• Did rep refrain from using closed ended question? (Did you need a case? Did you want to want to purchase accessories today?)

  Yes

  No

  N/A

TEP

• Did the rep recommend "Equipment Protection"?

  Yes

  No

  N/A

• Did the rep explain the benefits of Equipment Protection?

  Yes

  No

  N/A

Corporate Liable

• Did the rep ask where the customer works?

  Yes

  No

  N/A

• Did the rep ask the customer who handles their corporate liable account?

  Yes

  No

  N/A

Buyback

• Did the rep talk about the Buyback program?

  Yes

  No

  N/A

• Did the rep verify the trade in value of the handset?

  Yes

  No

  N/A

Account Setup

• Did the rep go over the Transaction Summary?

  Yes

  No

  N/A

• Was the customer informed of activation fees, restocking fees, ASL, or prorated charges?

  Yes

  No

  N/A

• Was the NVP program explained and were the proper expectations sets?

  Yes

  No

  N/A

Customer Satisfaction

• Did the rep offer to help the customer set up their new devices?

  Yes

  No

  N/A

• Did the reps use the words "Ready Now" during setup process?

  Yes

  No

  N/A

• Did rep educate the customer about survey call?

  Yes

  No

  N/A

• Did rep secure survey by getting the customer to say "very satisfied" and "yes" to Ready Now?

  Yes

  No

  N/A

Close

• Was rep knowledgable on current promotions?

  Yes

  No

  N/A

• Did the rep overcome objections to get the sale?

  Yes

  No

  N/A

• Did the rep ask for the sale?

  Yes

  No

  N/A

• Did the rep hand out their business card?

  Yes

  No

  N/A

• Did rep ask for referrals?

  Yes

  No

  N/A

Compliance

• Did rep notate account in RMS before completing transaction?

  Yes

  No

  N/A

• Did rep obtain account holders signature on consent/easy pay agreements?

  Yes

  No

  N/A

• Was all required paperwork stored in proper area and unwanted paperwork shredded right away?

  Yes

  No

  N/A

Ask employee

Ask employee

Additional Notes

Signature

• Employee

  Sign

• Observer

  Sign