Q4 2018 Full Visit

• Conducted on

  Date

• Prepared by

• Location
  Address

• Dealer

  Yes

  No

  N/A

• is store leader present?

  Yes

  No

  N/A

• is DM present?

  Yes

  No

  N/A

Sales Performance

• Current National Rank

CUSTOMER EXPERIENCE

• What is the ELM plan around Customer Experience?

  Good

  Fair

  Poor

  N/A

• NPS/SME Results

• What are the 4Ts

  Select Thank for Tenure Download and discuss TMO Tuesday Download and discuss T-MO App Introduce to TEX team

  • Thank for Tenure
  • Download and discuss TMO Tuesday
  • Download and discuss T-MO App
  • Introduce to TEX team

• What is the plan to maintain or improve NPS/SME?

• Current Deacts results, what is the plan to maintain or improve in this area?

DIGITAL TOOLS

• Current Results MTD for Remo Usage and T-Connect

• Are REMOS ready for use on the floor with MEs?

  Yes

  No

  N/A

• Are REMOS up to date?

  Yes

  No

  N/A

• Have all working MEs and leaders logged into T-Connect and become "customer ready?"

  Yes

  No

  N/A

• Can MEs show where to access promotions in T-Connect?

  Yes

  No

  N/A

• Other Customer Experience notes

GROWTH

• What is the ELM plan around driving BTS sales?

  Good

  Fair

  Poor

  N/A

• Activation Conversion, what is the plan to maintain or improve?

• Prime /Sub Prime base

• Consumer Voice results, what is the plan to maintain or improve?

• Prime Conversion/Subprime conversion, , what is the plan to maintain or improve?

• Apps/Traffic (1.8) , what is the plan to maintain or improve?

• BTS sales, , what is the plan to maintain or improve?

• BTS conversion (1.3)

• T4B sales, what is the plan to maintain or improve?

• Other Growth notes

REVENUE

• TMO1+ attach, what is the plan to maintain or improve?

• P360 attach, what is the plan to maintain or improve?

• Accessory sales, what is the plan to maintain or improve?

• Other revenue notes:

Follow Up/Commitments

• What are your Customer Experience Commitments?

• When can I expect this to be complete?

• What are your Growth Commitments?

• When can I expect this to be complete?

• What are your Revenue Commitments?

• When can I expect this to be complete?

Paperwork Review

• are all paperwork packets reviewed with manager initials and dates on each page

  Yes

  No

  N/A

• is all required paperwork present?

  Yes

  No

  N/A

• are all till slips, deposit slips, and change fund present and dual signed

  Yes

  No

  N/A

• is the process for returns and post voids being done correctly?

  Yes

  No

  N/A

• are all ID verifications in a designated folder and filled out?

  Yes

  No

  N/A

• are all ID verifications older than 90 days shredded?

  Yes

  No

  N/A

General Operations

• Does the change fund contain $500

  Yes

  No

  N/A

• What are the current results for accessory remorse? What is the plan to maintain or improve?

  Yes

  No

  N/A

• What are the current results for device remorse? What is the plan to maintain or improve?

  Yes

  No

  N/A

• what are the current results for device condition? What is the plan to maintain or improve?

  Yes

  No

  N/A

• What are the results for count compliance? What is the plan to maintain or improve?

  Yes

  No

  N/A

• other operational notes

Follow up/commitments

• What are your Operational commitments?

• When can I expect this to be complete?

Operational

• Is the location operating per posted hours (this includes opening 10 minutes prior to and close 10 minutes after the posted hours). For kiosk, the posted hours would be on the mall website. Please verify the past 7 days to ensure at least 1 till was open 10 prior and 1 till was closed 10 min after posted hours<br>

  Yes

  No

  N/A

• Does the location have the required Business Owner Identifier Plaque on the sales floor that is easily visible to customers and has the correct dealer listed (this should be the dealer operating the location)?<br>

  Yes

  No

  N/A

• Is there at least one person working with price override permissions?<br>

  Yes

  No

  N/A

• Were all employees in approved T-Mobile uniform (approved shirt, dark/black jeans, athletic shoes in approved color(s)) throughout your entire visit?<br>

  Yes

  No

  N/A

• Were all employees wearing their correct nametags throughout your entire visit? <br>

  Yes

  No

  N/A

• Does the in-store music service adhere to the company guidelines?<br>

  Yes

  No

  N/A

• Is the door to the backroom closed from customer access/view during business hours?<br>

  Yes

  No

  N/A

• Is location creating a deposit daily or entering a "No Deposit Record" in DTS if the store has no cash deposit? Please verify the past 7 days<br>

  Yes

  No

  N/A

• Is the Dealer Employee Escalation Poster complete, accurate & posted in the back room/inside kiosk door?<br>

  Yes

  No

  N/A

• Is only the required paperwork being put in the Iron Mountain boxes?<br>

  Yes

  No

  N/A

• Is cash locked in a cash safe that has 10 min time delay and courier pick-up functionality (or does the location have an exception)?<br>

  Yes

  No

  N/A

• Is inventory locked in an inventory safe that has 10 time min time delay (or does the location have an exception)? Ready stock outside of the safe during business hours is allowed<br>

  Yes

  No

  N/A

Staffing

• During your entire visit was the location staffed with of minimum of 2 people? (1 allowed if 2nd scheduled but on break)<br>

  Yes

  No

  N/A

• Do all staff members have and are using their assigned sales/dealer code? <br>

  Yes

  No

  N/A

Facilities

• Are the carpets/floor vaccummed/cleaned and in good condition (with no repairs needed)? For kiosk locations: this would be in the interior flooring of the kiosk <br>

  Yes

  No

  N/A

• Are the windows/window sills clean, free of handprints/fingerprints and in good condition (with no repairs needed)? <br>

  Yes

  No

  N/A

• Are the walls and doors clean, free of handprints and scuffs and in good condition (with no repairs needed)? For kiosk locations, this would be the exterior kiosk walls<br>

  Yes

  No

  N/A

• Are all lighting fixtures on and working?<br>

  Yes

  No

  N/A

• Are the fixtures clean and in good condition (not broken, missing or dusty)<br>

  Yes

  No

  N/A

• Is the cash pod area clean, organized & uncluttered (no personal items, food and/or beverage in customer sight)?<br>

  Yes

  No

  N/A

• Is the public (ie: customer accessible) restroom clean?<br>

  Yes

  No

  N/A

• Is the location free from any damaged ceiling tiles (broken, missing, water stained) that are within customer's view?<br>

  Yes

  No

  N/A

Merchandising

• Is the location's MyMerch compliance 90% or above AND upon visual inspection is the compliance % accurate? <br>

  Yes

  No

  N/A

• Is the location free from any outdated or unapproved collateral in windows or on sales floor? (This includes digital signage)<br>

  Yes

  No

  N/A

• Are all live demos charged and in working order?<br>

  Yes

  No

  N/A

• Do all live demos have working SIM card inserted?<br>

  Yes

  No

  N/A

• Does the location have the required demo devices and is the location free from displaying EOL demos? <br>

  Yes

  No

  N/A

• Are approved price cards displayed, accurate, in color and on proper card stock for all devices? <br>

  Yes

  No

  N/A

CPNI

• Are all demo devices clear of any sensitive customer information or inappropriate content?<br>

  Yes

  No

  N/A

• Did you see any CPNI/PII/PCI left unattended or unsecured? <br>

  Yes

  No

  N/A

• Did you see any CPNI/PII/PCI in trash cans on the sales floor or in the backroom?<br>

  Yes

  No

  N/A

• Does location have a shred bin (that is not full) or a working shredder that is used on a daily basis?  <br>

  Yes

  No

  N/A

• Are Iron Mountain boxes secured in a locked area?<br>

  Yes

  No

  N/A

Training

• Have all Store Managers and Assistant Managers in SAP hired after Jan 1, 2018 or newly promoted completed Leader Ready! within 60 days of training session start date?<br>

  Yes

  No

  N/A

• Have all new Mobile Associates, Store Managers and Assistant Managers in SAP registered for a training session in Cornerstone within 14 days of provisioning? <br>

  Yes

  No

  N/A

• Have all Mobile Associates in SAP completed Ready! in 45 days from training session start date?<br>

  Yes

  No

  N/A

• Have all Mobile Associates in SAP completed Mobile Expert Certification within 90 days of Ready! completion?<br>

  Yes

  No

  N/A

• Have ALL team members completed current Training Priorities within T-Mobile specified timelines within the last completed quarter?<br>

  Yes

  No

  N/A

• Are all current priority trainings completed?

  Yes

  No

  N/A

Brand Audit Follow Up

• What are you committing to doing in order to correct issues outlined above?

• When can I expect these to be completed?

• RSM/store leader signature to confirm

  Sign