Title Page
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Audit Title
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Conducted on
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Prepared by
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Location
Greet
What was said
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Warm genuine Welcome<br>
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The customer was made aware of continued interest
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The customer was not asked a question during the welcome
Body Language
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Body language open, friendly and relaxed
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Customer given a genuine smile
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Eye contact was good
Voice
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Speech was clear and easily understood
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Tone of voice is warm and friendly
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Pace was right
Start conversation when time is right
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Non-verbal signals were acted upon<br>
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The customer was not left too long before being approached
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The approach was made with genuine interest
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Comments
Research
Mirroring
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Subtle and respectful mirroring was observed
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Body language remained open from the colleague
Questioning
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Open relevant questions were used (Open questions about J.U.L.I.E.)
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"The phone, network and tariff that's right for you" leaflet completed
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The perception was that the pace was comfortable for the customer
Active Listening
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The customer was given their full attention and not interrupted
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The perception was that the colleague took in the detail of everything said before speaking
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Enough information was found out about the customers needs/wants/interests to pave the way for relevant and meaningful experiences
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Comments
Experience
Double Check
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Colleague gave a check back to clarify needs/wants/interests
The Demo
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Product is introduced and explanation of why given
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The customer was offered the opportunity to hold/use the product themselves for the talk through
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Colleague was able to talk through relevant features with customer in control of product or:
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Colleague gave a talk through and demonstrated relevant features and the perception was that the customer understood and remained engaged
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The features talked through were relevant to customer needs/wants/interests
Storytelling
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Storytelling was actively used
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Storytelling relevant to the customer needs/wants/interests was actively used
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Comments
Ask
Test Ask
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Colleague demonstrated a "Test Ask"
Objections & Concerns
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Colleague demonstrated the ability to deal with objections/concerns when raised
Ask
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Colleague attempted to close the sale with an Ask
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Comments
Thank & Service
Thank
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Customer was offered a handshake and thanked for their custom/visit
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Customer was congratulated on a great decision/purchase
Service
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Customer was reminded of the great benefits they will get from it
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Customer was offered help in setting up (if applicable)
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Customer was offered help for any future needs they have
Fond Farewell
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It is the perception that the customer was made to feel equally valued after the sale as they were before
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Comments
