Observed Geek Squad Insurance Sale Assessment.

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

1. Exploring needs & product suitability.

• Did the consultant establish whether the insurance was suitable for the customer or not?<br>(For example did they explore whether the customer had insurance cover with another provider for their device?)

  YES

  NO

• Did the consultant explain the benefits of geek squad insurance?<br>(For example cover for loss, theft, accidental damage, 24/7 tech, smartphone security and breakdown cover?)

  YES

  NO

Incentives.

• Did the consultant offer any incentive to persuade the customer to take geek squad insurance?<br>(For example discounted or free accessories?)

  YES

  NO

Product terms.

• Did the consultant explain that the insurance was optional and did not have to be taken at the same time as the phone or contract? (But up to a maximum of 30 days after purchase.)

  YES

  NO

• Did the consultant explain that the customer would have to cancel the policy themselves if they no longer required the cover and that this wouldn't auto cancel?

  YES

  NO

• Did the consultant explain what the policy did not cover?<br>(For example the exclusions of the policy?)

  YES

  NO

• Did the consultant explain that there would be a excess to pay for any excepted claim excluding breakdown claims (warranty fault)?

  YES

  NO

Consent

• Did the customer fully agree to take out the insurance before proceeding with the sale?<br>(For example did the customer verbally and clearly indicate acceptance of the terms and conditions?)

  YES

  NO

Documentation

• Did the customer tick the boxes and sign the insurance certificate on the tablet?<br>Both required to gain a yes.

  YES

  NO

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

  YES

  NO

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

  YES

  NO

Performance feedback.

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

  yes

• Please can you tell us what one thing the consultant could have improved, when he/she spoke to the customer about geek squad insurance?

  yes