North & Scotland RGM Pinpoint V1 - Local

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

General information about the visit

• Date shop performed

  Date

• Time at start of visit

  Date

• Time at end of visit

  Date

Welcome to Carphone Warehouse

• Q1. Were you acknowledged upon entering the store?<br>(Such as 'Hi/Hello/Good morning and / or a smile/nod)

  Yes

  No

• Q2. We're you approached within 1 minute by a customer consultant offering assistance?<br>(If not approached within 1 minute, shoppers will approach the next available customer consultant)<br>1. Yes a customer consultant approached me within 1 minute<br>2. No, all consultants were unavailable when I entered but were approaching customers as soon as they became available. <br>3. No, consultants were available but didn't approach me or other customers

  1. Yes, within 1 minute

  2. Unavailable, but with other customers

  3. No, consultant were available

• Q3. Did the customer consultant open the conversation e.g. By asking for the purpose of the visit, or by saying how they can get the best deal for you today?

  Yes

  No

• Q4. Did the customer consultant explain that Carphone Warehouse is the only retailer which offers all the major networks so only they can search and compare all tariffs?<br>(They can search out and compare every single option available on the market in order to make the best value contract/phone for you)

  Yes

  No

• Q5. Please comment on the above section in detail, explaining both positive and negative answers. You MUST comment on all NEGATIVE RESPONSES.

Five quick questions

• Q6. Did the customer consultant explain that they would like to ask you some questions in order to get the right phone, network and tariff?

  Yes

  No

• Q7. Did the customer consultant ask if you had done any research before your visit? <br>( Research can be any of the following; browsing the web, visiting other stores, talking to friends and so on)

  Yes

  No

• Q8. Did the customer consultant ask what handset you have at the moment and whether you know it's trade-in value?<br>(Please mark Yes if both parts of the question were asked)

  Yes

  No

• Q8a. Did the customer consultant offer a handset upgrade?

  Yes

  No

• Q9. Did the customer consultant ask which network you are with at the moment and whether you are looking to change?

  Yes

  No

• Q10. Did the customer consultant ask about the amount/spend from your last bill?

  Yes

  No

• Q11. Did the customer consultant ask how you use your phone?<br>(Phone use means the usage of minutes, texts messages and data)

  Yes

  No

• Q12. Did the customer consultant ask to take your personal details?<br>(Name, email address and mobile number)

  Yes

  No

• Q13. Please comment on the above section in detail, explaining both positive and negative answers. You MUST comment on all NEGATIVE RESPONSES.

The right phone for you

• Q14. Did the customer consultant then say 'Lets look at some handsets and get your favourite in your hands' or similar?

  Yes

  No

• Q15. Did the customer consultant offer to show you the two most relevant handsets based on your needs?

  Yes

  No

• Q16. What were the two handsets? BRAND & MODEL (Only for multiple recommendations)

• Q17. Did the customer consultant then make a single recommendation?

  Yes - Go to Q18

  No - Go to Q19

• Q18. What was the recommended brand? (Only for a single recommendation)

• Q19. Did the customer consultant get a boxed phone and say something like 'this is your phone'?<br>(Please note that wording of the consultant's statement may vary. The consultant should reveal unbowed phone(s) for the demo)

  Yes

  No

• Q20. Did the customer consultant also bring a demo phone?

  Yes - Go to Q21

  No - Go to Q23

• Q21. Was the demo phone a live product?<br>(Please mark No, if the demonstration was with a dummy handset or handset not powered up)

  Yes

  No

• Q22. Did the customer consultant show you one top feature of the phone and let you play with it?

  Yes

  No

• Q23. Did the customer consultant proactively bring out relevant accessories and demonstrate to you? (Tick all that apply)

  Select Car charger Case Screen Protector Memory Headphones None Other

  • Car charger
  • Case
  • Screen Protector
  • Memory
  • Headphones
  • None
  • Other

• If other please name the accessory

• Q24. Did the customer consultant check whether you were happy with their handset recommendation?

  Yes

  No

• Q25. Did the customer consultant address the issue when you expressed your concerns around recommendations?<br>( If you are directly asked if you are happy with handset recommendations, please say No, otherwise please give signals at you are not fully satisfied. The customer consultant should try to find out why you are not happy nod offer an alternative solution)

  Yes

  No

• Q26. Please comment on the above section in details, explaining both positive and negative answers. You MUST comment on all NEGATIVE RESPONSES.

Future-proof your phone

• Q27. Did the customer consultant explain how Carphone Warehouse will future proof your contract?

  Yes

  No

• Q28. Did the customer consultant demonstrate how your data usage will increase?

  Yes

  No

• Q29. Dd the customer consultant use the coverage checker to recommend a network and tariff?

  Yes

  No

• Q30. What was the recommended network and tariff? (Only for a single/final recommendation)

• Q30a. Did the customer consultant mention/recommend 4G?

  Yes

  No

• Q31. Did the customer consultant use your handset trade-in to offset some of the costs of the recommendation?

  Yes

  No

• Q32. Once you had declined the trade-in, did the customer consultant offer a SIM only option for your existing handset?

  Yes

  No

• Q33. Did the customer consultant demonstrate how much you would save at Carphone Warehouse against competitors?

  Yes

  No

• Q34. Did the customer consultant summarise the deal and ask for your commitment?<br>(Using wording such as 'Are you happy to go with this today' etc? You will need to convey buying signals)

  Yes

  No

• Q35. Did the customer consultant (or Store Manager) try to overcome your objections by offering an additional incentive and re-attempt to close the sale?<br>(You should state a clear objection upon being asked for the sale, e.g. 'I'm not sure about brand X, I'm used to brand Y' or 'the tariff is a bit more expensive than I was looking to spend' etc)

  Yes

  No

• Q36. Please comment on the above section in detail, explaining both positive and negative answers. You MUST comment on all NEGATIVE RESPONSES)

Making your mobile experience better

• Q37. Did the customer consultant mention any of the flowing as a final recap of the discussion/reasons to buy from Carphone Warehouse? Tick all that apply (Individual options will be explained in shoppers briefing notes)

  Select Accessories Trade-in your handset Broadband Geek Squad - Insurance (Go to Q37a) Geek Squad - Technical Support Offer better value than competition Other (Add notes below) None

  • Accessories
  • Trade-in your handset
  • Broadband
  • Geek Squad - Insurance (Go to Q37a)
  • Geek Squad - Technical Support
  • Offer better value than competition
  • Other (Add notes below)
  • None

• Other:

• Q37a. When the customer consultant talked to you about GEEK SQUAD INSURANCE did he or she tell you that the insurance:<br>1. Was optional, and didn't have to be taken at the same time as the phone or contract<br>2. Was compulsory and could only be taken at that time as part of the overall package<br>3. It wasn't made clear whether it was optional or not

  1. Optional

  2. Complusory

  3. Not made clear

• Q37b. Regarding your right to cancel an insurance policy if you decided you didn't need it, did the consultant tell you any of the following options:<br>1. That the policy would automatically cancel after 14 days<br>2. That you would have to cancel the policy myself<br>3. Wasn't told anything about cancelling the policy

  1. Automatically cancel

  2. Cancel myself

  3. Wasn't told about cancelling

• Q37c. Did the customer consultant explain the benefits of Geek Squad Insurance

  Yes

  No

• Q37d. Did you feel like the consultant fully explored whether or not you had a need for insurance with your purchase?

  Yes

  No

• Q37dd. Did the customer consultant offer you any incentive to take Geek Squad insurance?

  Yes

  No

• Q37e. Did you feel like you would be able to make a decision about whether or not to take the Geek Squad Insurance without pressure from the consultant?

  Yes

  No

• Q37f. Please comment on what one thing COULD HAVE BEEN IMPROVED in the way the customer consultant spoke to you about the Geek Squad Insurance.

• Q37g. Please comment on what one thing the customer consultant did WELL when he or she spoke to you about Geek Squad Insurance.

Store Environment

• Q38. Please describe the ambience in store. (For example, what did it feel like when you first entered the store? Inviting? Did the layout/design enhance the experience in store?)

Customer Consultant

• Q39. Where was the customer consultant during the interaction?

  Select Mainly on the shop floor with you Mainly behind the till Both on the shop floor and behind the till Side by side Other

  • Mainly on the shop floor with you
  • Mainly behind the till
  • Both on the shop floor and behind the till
  • Side by side
  • Other

• Other:

• Q40. Which of the following statements reflects how the customer consultant dealt with you during your interaction? (Please select all that apply) 1. They showed energy / enthusiasm 2. They were passionate about the CPW branch 3. They listened to my needs 4. They provided simple but clear explanations 5. They used technology (e.g. Tablets) and tools available to the,min a way that enhanced the sales experience 6. They delivered a recommendation that was truly linked to my needs 7. None of these

  Select 1. Energy & enthusiasm 2. Passionate about brand 3. Listened to my needs 4. Clear explanations 5. Used technology 6. Delivered recommendation None of these

  • 1. Energy & enthusiasm
  • 2. Passionate about brand
  • 3. Listened to my needs
  • 4. Clear explanations
  • 5. Used technology
  • 6. Delivered recommendation
  • None of these

• Q41. Please rate the knowledge of the customer consultant when recommending and/or demonstrating the products to you.<br>1. The consultant confidently talked about handsets, deals and how they meet my needs<br>2. The consultant was able to partially explain features/functionality of the handset but there were some gaps in their knowledge<br>3. The consultant had limited knowledge so not much information was provided

  1. Talked confidently

  2. Partially explained

  3. Limited knowledge

• Q42. Did the customer consultant:<br>1. Use the tablet all the time throughout the interaction<br>2. Use the tablet occasionally throughout the interaction<br>3. Did not use the tablet at all

  At all times

  Occasionally

  Did not use

• Q43. Please rate the closing stage of the interaction with the customer consultant.<br>(Once the selling points are covered, you should say to the consultant that you would like to think about it a bit more and thrall them for their time)<br>1. The consultant thanked me for visiting Carphone Warehouse and added a personal farewell<br>2. The consultant just said 'thanks and goodbye', but didn't mention Carphone Warehouse<br>3. The consultant just said 'thanks' or 'goodbye'

  Thanks and personal farewell

  Thanks & Goodbye, No CPW

  Just thanks or goodbye

• Q44. Please comment on the above section, explaining both positive and negative answers, specifically focusing on how personalised the interaction felt. You MUST comment on all NEGATIVE RESPONSES.

• Q44a. Was the customer consultant wearing a name badge?

  Yes

  No

• Q44b. Please record the name of the customer consultant who mainly dealt with you (if possible). In all cases, provide a detailed description (i.e. gender, approximate age, height, hair colour and hairstyle)

Everything you've got today

• Did the customer consultant offer to send though the details of the recommendation deal via email?

  Yes

  No

• Q46. How much effort did you personally have to put forth to handle your request?

  Far less than I expected

  Slightly less than I expected

  About what I expected

  Slightly more than I expected

  Far more than I expected

• Based on this experience, would you have bought today?

  Yes

  No

• Please include a comment here to explain your answer.