Floor Coaching

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Select date

  Date

Opening the Sale

• Acknowledge using 180 degree Pass By (Smile, Greet, Make eye contact)

  Yes

  No

  N/A

• Approached using Non Business Opening Line

  Yes

  No

  N/A

• Transition into business "So what brings you in today?"

  Yes

  No

  N/A

• Takeaway used if defensive shield presented

  Yes

  No

  N/A

Qualifying

• Asked open questions to determine customers' best needs

  Yes

  No

  N/A

• Responded to questions appropriately to gain customer trust

  Yes

  No

  N/A

Demonstration

• Demonstrated a benefit for every feature mentioned

  Yes

  No

  N/A

• Demonstrated features relevant to information acquired in qualifying

  Yes

  No

  N/A

• Demonstrated 'Extended Warranty'

  Yes

  No

  N/A

• Introduced finance options

  Yes

  No

  N/A

Adding On

• Suggested additional items and services relevant to the customer profile

  Yes

  No

  N/A

Product Knowledge

• Answered product questions with confidence

  Yes

  No

  N/A

Objections

• Attempted to/handled product objection

  Yes

  No

  N/A

• Attempted to/handled price objection<br>

  Yes

  No

  N/A

Closing

• Asked for the Sale

  Yes

  No

  N/A

Confirmations and Invitations

• Thanked the customer for shopping with us

  Yes

  No

  N/A

• Invited the customer back

  Yes

  No

  N/A

Non-Negotiables

• Acknowledged and approached EVERY customer

  Yes

  No

  N/A

• Always suggest Add ons

  Yes

  No

  N/A

• Ask for the Sale

  Yes

  No

  N/A

• Thank and Invite the customer back

  Yes

  No

  N/A

Behaviours to improve:

• Team Member:

  Sign

• Manager:

  Sign