Observed geek squad insurance sale assesment

• Observed geek squad insurance sale assement

• Conducted on

  Date

• Staff Member

• Prepared by

• Branch

• Pie transaction number

Exploring needs and product suitbility

• Did the consultant establish wether the insurance was suitable for the customer or not by completing an insurance needs form

  Yes

  No

  N/A

• Did the consultant explain the benefits of geek squad insurance (eg cover for loss, theft and accidental damage, 24/7 tech support, smart phone security and breakdown cover)

  Yes

  No

  N/A

Incentives

• Was the customer able to purchase geek squad insurance without the consultant offering any incentives (discounts, free accessories)

  Yes

  No

  N/A

Product terms

• Did the consultant explain that the insurance was optional and didn't have to be taken at the same time as phone or contract (but up o a maximum of 30 days after purchase)

  Yes

  No

  N/A

• Did the consultant explain that the customer would have to cancel the policy themselves if they no longer require the cover and that this would not automatically cancel

  Yes

  No

  N/A

• Did the consultant explain what the policy did not cover ( the exclusions of the policy)

  Yes

  No

  N/A

• Did the consultant explain that there would be an excess to pay on every accepted claim

  Yes

  No

  N/A

Consent

• Did the customer fully agree to take out the insurance before proceeding with the sale?( did the customer verbally And clearly indicate acceptance of the terms and conditions, ongoing costs etc)

  Yes

  No

  N/A

Customer understanding and clarity of sale

• Did the consultant speak clearly and at a pace the customer was visibly able to understand (Was the language clear and conversation not rushed?)

  Yes

  No

  N/A

• Did the consultant make it clear the customer has to make a payment at POS and the. An on-going monthly payment if applicable (monthly policies only)

  Yes

  No

  N/A

Documentation

• Did the customer tick the boxes and sign the insurance certificates on the tablet ( both required to gain a Y)

  Yes

  No

  N/A

• Did the consultant email the customer a copy of the insurance or give them a printed copy to take away with them

  Yes

  No

  N/A

• Did the consultant give the customer a copy of the policy booklet to take away with them?

  Yes

  No

  N/A

Performance feedback

Please can you tell us one thing the consultant did well when he or she spoke to the customer about geek squad insurance

Please can you tell us one thing the consultant could have improved when he or she spoke to the customer about geek squad insurance