Q Field Coaching

• Document No.

• Audit title

• Route to market:

  SRS

  Events

  Partnerships
• Location
  Address

• Date of visit

  Date

• Trainer

• Advisors name and payroll:

• Area manager:

Prior to the visit

• What areas did the advisor highlight on their online feedback?

• What information do you want to check upon arrival to the stand? (This could be recent price changes/ offers/ software updates or any other recent updates detailed via portal or iKnow briefs) Please prepare questions you will ask below

Arrival to the stand

• Was the advisor able to answer your knowledge check questions correctly?

  Yes

  No

During the visit

• Is this a 'live feed stand'?

  Yes

  No

• What is available at the location?

• Whilst at the stand did you observe the advisor talk to a potential customer about Sky Q?

  Yes

  No

• If 'No' please move to the next category entitled 'Trainer showcase'

Customer journey

• Was it a new or existing customer?

  New

  Existing

• If a new customer who is their current provider? If existing what do they currently have?

• Did the customer initiate the conversation around which product they were interested in?

  Yes

  No

• Whilst profiling the customer, did the advisor ask enough questions to be able to recommend the most suitable viewing platform?

  Yes

  No

• When recommending or discussing Sky Q as an option did the advisor meet any objections from the customer?<br><br>This could be price, install times, suitability of the product or any other objections

  Yes

  No

  N/A

• Did the advisor at anytime have to switch between Sky Q and Sky+ HD? Based on your observations was this done effectively without devaluing either product?

  Yes

  No

  N/A

• Which features of Sky Q did they showcase?

• Was this done confidently and with full knowledge of the product?

  Yes

  No

• When asked questions by the customer was the advisor able to answer reference any terms and conditions, prices and restrictions of the set up?

  Yes

  No

Feedback on what you saw:

• Further actions to take forward:

• This section only to be completed if a customer observation is not possible

Trainer showcase

• What features did you ask the advisor to showcase to you?

  Select Fluid viewing Music TV apps Help section Sky Q app Touch remote Find my remote Side bar apps Airplay

  • Fluid viewing
  • Music
  • TV apps
  • Help section
  • Sky Q app
  • Touch remote
  • Find my remote
  • Side bar apps
  • Airplay

• Other:

Feedback on what you saw:

• Further actions to take forward:

Additional support:

• Does the advisor require additional support?

  Yes

  No

• If yes, in what way?

• Is an additional visit planned as part of this support?

  Date

Sign off

• Based on the visit I am signing to acknowledge I have received feedback and agree that the comments are a true reflection of the visit.
  
  I am also aware that this document will be emailed to my Area Manager and myself afterwards

• Advisor comments:

• Advisor signature

  Sign

• Trainer signature

  Sign