Laredo Customer Experience Visit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Location Visited

  Select GoodLuck - Chihuahua GoodLuck - McClelland GoodLuck - Guadalupe GoodLuck HWY 359 GoodLuck Lakeside MobileLink - McPherson MobileLink - New York MobileLink - Mall del Norte MobileLink Zapata HWY MobileLink Clark D Best Communications One-Stop Wireless Santa Ursula One-Stop Wireless Zapata Ring Ring Wireless Communications Consultants Perfume Guru International Communications Rapid Communications Best Wireless

  • GoodLuck - Chihuahua
  • GoodLuck - McClelland
  • GoodLuck - Guadalupe
  • GoodLuck HWY 359
  • GoodLuck Lakeside
  • MobileLink - McPherson
  • MobileLink - New York
  • MobileLink - Mall del Norte
  • MobileLink Zapata HWY
  • MobileLink Clark
  • D Best Communications
  • One-Stop Wireless Santa Ursula
  • One-Stop Wireless Zapata
  • Ring Ring Wireless
  • Communications Consultants
  • Perfume Guru
  • International Communications
  • Rapid Communications
  • Best Wireless

• Who was working during the time of visit

• Visit Type

  Collateral Drop

  Training

  Side-By-Side Selling

  General Visit

• Time arrived

  Date

• Time departed

  Date

Store Metrics

• Healthy Activation Score

• First bill non-pay

• 90 day survivability

• Calls to care

• Rate plan / Feature change

• Dealer scorecard score

• Gross Activations MTD

• Broadband Sales MTD

Store Appearance - Exterior

• Is the parking lot/walkway clean?

  Yes

  No

  N/A

• Windows Clean?

  Yes

  No

  N/A

• Window Graphics current and in good condition?

  Yes

  No

  N/A

• Are the store hours posted?

  Yes

  No

  N/A

• Are current banners up and in good repair?

  Yes

  No

  N/A

• Sidewalk Sign out and in good repair (if applicable)

  Yes

  No

  N/A

Store Appearance - interior

• Is the carpet clean?

  Yes

  No

  N/A

• Are all fixtures in good repair?

  Yes

  No

  N/A

• Are all price tags current with the correct pricing or promotional pricing?

  Yes

  No

  N/A

• Is there a Lifeline Poster up and visible to customers?

  Yes

  No

  N/A

• Are lifeline brochures present and accessible to customers?

  Yes

  No

  N/A

• Are current signs and promotional items properly displayed?

  Yes

  No

  N/A

• Are the walls clean and in good repair?

  Yes

  No

  N/A

• Are all store staff using name badges?

  Yes

  No

  N/A

• Is everyone that is working wearing a Cricket shirt?

  Yes

  No

  N/A

Live Demos and Muve Music

• Are all live demos powered on and demonstrable?

  Yes

  No

  N/A

• Are all demos upgraded to the most current software release?

  Yes

  No

  N/A

• Is the crosswave powered on and demonstrable?

  Yes

  No

  N/A

• Is Muve Music playing in the store?

  Yes

  No

  N/A

• Are all Muve capable devices upgraded to the most current version of Muve Music?

  Yes

  No

  N/A

Customer Experience

• Are all customers greeted enthusiastically within the first 10 seconds or 10 feet of entering the store?

  Yes

  No

  N/A

• Smile & Connect.... Are all customers greeted with a smile?

  Yes

  No

  N/A

• Is the " Cricket Advantage" being sold to all customers?

  Yes

  No

  N/A

• Is the Welcome Guide being completed 100% of the time?

  Yes

  No

  N/A

• Are all sales associates current with Cricket University trainings?

  Yes

  No

  N/A

• Can everyone working access COACH and explain how the tool works?

  Yes

  No

  N/A

• Is the store following the CRM program?

  Yes

  No

  N/A

• Is the stores phone number being programmed into all sold handsets?

  Yes

  No

  N/A

• Are referral cards being distributed to all customers?

  Yes

  No

  N/A

• Is the current handset lineup available for sale to customers? Does the store have sufficient inventory levels to meet demand?

  Yes

  No

  N/A

• Are all customers being thanked for their business upon leaving the store?

  Yes

  No

  N/A

• Are Lifeline applications available?

  Yes

  No

  N/A

• Does the store have a fax machine to send in Lifeline applications?

  Yes

  No

  N/A

P.A.I.D Process

• Are all associates PRESENTING themselves in a friendly manner? Are customers being greeted on the sales floor?

  Yes

  No

  N/A

• Are all customers being ASKED qualifying questions to determine their wireless and handset needs?

• Are all customers being INFORMED of current promotions and of wireless solutions that meet their needs?

• We're customers asked to sign up for service today

  Yes

  No

  N/A

• Manager

  Sign

• ISR / IAM

  Sign