Full Visit

• Date Audit Conducted

  Date

• Inspected By

• Location
  Address

• Store Name

• SAP

• Partner

Customer Experience

• NPS

• SME

• POS

Growth

• Consumer Post

• PrePaid

• TFB

• TFB % to Post

BTS

• BTS % to Plan

• BTS % to Post

• BTS Gross

Conversion

• Apps Per traffic

• Prime App Conversion

• Sub Prime Conversion

• Total Act Conversion

• Upgrade Conversion

Revenue

• One+ Dollar

• One+ Attach

• Accessories

• Accessory attach

Action Plan

• Focus One

• Goal

• Behaviors

• Time Line

• Focus Two

• Goal

• Behaviors

• Time Line

• Instructions:
  --------------
  
  1. Answer all the questions below.
  2. Add photos and notes by clicking on the paperclip icon, if applicable.
  3. To add a Corrective Action click on the paperclip icon then "Add Action", provide a description, assign to a member, set priority and due date.
  4. Complete audit by providing digital signature.
  5. Share your report by exporting as PDF, Word, Excel or Web Link.

Operational

• 1. Is the location operating per posted hours (this includes opening 10 minutes prior to and close 10 minutes after the posted hours). Please verify the past 7 days.

  YES

  NO

  N/A

• 2. Does the location have the required business owner identifying plaque and is the correct dealer/information listed (this should be the dealer operating the location)

  YES

  NO

  N/A

• 3. Were all employees in approved T-Mobile uniform (shirt, jeans , athletic shoes) throughout your entire visit?

  YES

  NO

  N/A

• 4. Were all employees wearing their correct name tags throughout your entire visit?

  YES

  NO

  N/A

• 5. Are all the locations POS workstations/Retail Mobility tablets open and able to complete customer transactions during all open hours? Any till that was opened must remain open until the closing of the store

  YES

  NO

  N/A

• 6. Is there at least one person working with price override permissions?

  YES

  NO

  N/A

• 7. Does the in-store music adhere to the company guidelines?

  YES

  NO

  N/A

• 8. Is location creating a deposit daily or entering a "No Deposit Record" in DTS if the store has no cash deposit? Please verify the past 7 days

  YES

  NO

  N/A

• 9.Is the Dealer Employee Escalation Poster complete, accurate & posted in the back room?

  YES

  NO

  N/A

• 10. Is only the required paperwork being put in the Iron Mountain boxes?

  YES

  NO

  N/A

• 11. Does the location have a cash safe?

  YES

  NO

  N/A

• 12. Is the stores inventory secured in a locked inventory cage or inventory safe?

  YES

  NO

  N/A

• 13. Is the door to the backroom closed from customer access/view during business hours?

  YES

  NO

  N/A

Operations Unleashed

• 1. Physical on-hand inventory spot check matches Stock on Hand report.

  YES

  NO

  N/A

• 2. Restocking Fee Stickers are attached to all boxes.

  YES

  NO

  N/A

• 3. Deposits are completed daily & armored courier log reflects regular pickup. Till and Change Fund is counted and verified.

  YES

  NO

  N/A

• 4. ID folder is labeled as "SAP #xxxx - ID Verification & Documentation". ID Verification Forms are complete and store is maintaining Activation, Upgrade and Accessories on EIP Verification Forms for 3 months.

  YES

  NO

  N/A

• 5. Location is only storing T-Mobile required documentation within the daily paperwork folders and/or Iron Mountain storage boxes? (minimum 3 months, no more than 15 months on hand)."

  YES

  NO

  N/A

• 6. Review 3 random days of paperwork. Store is following current paperwork procedures (Initials on EOD documents, Price Overrides, Post Voids. Returns include original transaction & processed on proper tender, within buyers remorse period).

  YES

  NO

  N/A

• 7. Store has bins labeled "Inventory Returns" and "Recycle". All Trade-ins shipped each M,W,F (bin emptied)? Remorse Returns shipped M,F. Test Drive/Coverage shipped daily?

  YES

  NO

  N/A

Staffing

• 1. During your entire visit was the location staffed with of minimum of 2 people?

  YES

  NO

  N/A

• 2. Do all staff members have and are using their assigned sales/dealer code?

  YES

  NO

  N/A

UnCarrier Customer Experience

• 1. A Sales Floor Coach was present during the entire visit and demonstrates effective Sales Floor Coaching behaviors? (Observed during visit.)

  YES

  NO

  N/A

• 2. Sales Reps are creating an Un-Carrier Experience for every customer, connecting with customers, asking great questions, delivering a strong Network and Why T-Mobile message.

  YES

  NO

  N/A

• 3. The store creates a "Serious Fun", high-energy environment (in store music).

  YES

  NO

  N/A

• 4. Manager and Sales Reps are knowledgeable about current promotional offers and are using promotions to create urgency around "Why T-Mobile" today.

  YES

  NO

  N/A

• 5. Sales Reps are complete with Priority Training?

  YES

  NO

  N/A

Facilities

• 1. Are the carpets/floor vacuumed/cleaned and in good condition (with no repairs needed)?

  YES

  NO

  N/A

• 2. Are the windows/window sills clean and in good condition (with no repairs needed)?

  YES

  NO

  N/A

• 3. Are the walls clean and in good condition (with no repairs needed)?

  YES

  NO

  N/A

• 4. Are all lighting fixtures on and working?

  YES

  NO

  N/A

• 5. Are the fixtures clean and in good condition (not broken, missing or dusty)

  YES

  NO

  N/A

• 6. Is the cash pod area organized & uncluttered (no personal items, food and/or beverage in customer sight)?

  YES

  NO

  N/A

• 7. Is the customer facing/public bathroom clean?

  YES

  NO

  N/A

• 8. Is the location free from any damaged ceiling tiles (broken, missing, water stained)

  YES

  NO

  N/A

Merchandising

• 1. Is the location displaying outdated or unapproved collateral in windows or on sales floor? (This includes digital signage being operational)

  YES

  NO

  N/A

• 2. Is the location's My Merch Compliance at 80% or above?

  YES

  NO

  N/A

• 3. Is the location displaying outdated or unapproved collateral in windows or on sales floor (This includes digital signage being operational)

  YES

  NO

  N/A

• 4. Are all live demos charged and in working order?

  YES

  NO

  N/A

• 5. Do all live demos have working SIM card inserted?

  YES

  NO

  N/A

• 6. Does the location have the required demo devices and is the location free from displaying EOL demos?

  YES

  NO

  N/A

• 7. Are approved price cards displayed, accurate, in color & on proper card stock for all devices?

  YES

  NO

  N/A

CPNI

• 1. Is the location displaying outdated or unapproved collateral in windows or on sales floor? (This includes digital signage being operational)

  YES

  NO

  N/A

• 2. Are all demo devices cleared of content (except for approved demo loop/OEM content or content added today)

  YES

  NO

  N/A

• 3. Did you see any CPNI/PII/PCI left unattended or unsecured (printers, back room/office, cash pods, lockers, restrooms, breakrooms, training room)

  YES

  NO

  N/A

• 4. Did you see any CPNI/PII/PCI in trash cans on the sales floor or in the backroom?

  YES

  NO

  N/A

• 5. Does the location have a shred bin or working shredder?

  YES

  NO

  N/A

• 6. Are Iron Mountain boxes secured in a locked area?

  YES

  NO

  N/A

Training

• 1. Has the Store Manager & Assistant Manager completed Leader Ready within 60 days of new role or hire date?

  YES

  NO

  N/A

• 2. Have all associates completed Mobile Expert within 90 days of Ready Mobile Associate completion?

  YES

  NO

  N/A

• 3. Have all associates completed the required training priorities (with no curriculum showing overdue)?

  YES

  NO

  N/A

• 4. Have all the associates attended and completed Ready TPR New Hire within 60 days of hire?

  YES

  NO

  N/A

Network

• 1. Is the location displaying outdated or unapproved collateral in windows or on sales floor? (This includes digital signage being operational)

  YES

  NO

  N/A

• 2. Are you using a cradle point router? 

  YES

  NO

  N/A

• What is the make/model of the router you are using?

• 3. Do you have WIFI Access Points installed and how many?

  YES

  NO

  N/A

Northwest Initiatives

• 1. Manager and Reps are able to log into Salesforce (know password) and can demonstrate how to create a lead/base entry for new/prospective @Work customers, disposition base calls and schedule/disposition appointments.

  YES

  NO

  N/A

• 2. Reps are effectively speaking to the features and benefits of T-Mobile Tuesday and the Refer-a-Friend program.

  YES

  NO

  N/A

• 3. Store effectively implementing OBC list?

  YES

  NO

  N/A

Completion

• Audited By: (Name & Signature)

  Sign