Observation sheet

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Select date

  Date

• Consultant Name:

• Transaction Type:

  Sale

  Service - Query

  Repair

  Bill Payment

WELCOME & LEARN

• The the consultant acknowledge/provide a warm welcome within 30 seconds?

• Did the consultant question effectively to establish customer needs and lifestyle requirements?

• Did the consultant build rapport by learning something unique about the customer through lifestyle questionning?

  Yes

  No

  N/A

• Did the consultant learn about how the customer uses their phone to suit their digital life? (Apps/Email/Sat Nav/Music/Social Networking....)?

  Yes

  No

  N/A

• Did the consultant explain the advantages/quality of our network to the customer?

  Yes

  No

  N/A

• Comments on Welcome

DEMO

• Was a demo offered in response to customers needs?

• Was the product placed in the customers hands?

• Did the consultant demo our super fast 4G network?

  Yes

  No

  N/A

• Comments on Demo

RECOMMEND

• STAR offer introduced?

• FBB promoted?

• Clone Phone promoted?

• Accessories promoted?

• Comments on Recommend

CLOSURE

• Summary of recommendation given?

• Asking for the business?

• Overcoming objections?

• Queries covered?

• Set up/NPS?

• Comments on Closure

OVERALL COMMENTS

• Overall comments