R115 advisor Observation

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Sales & Questions

• Did the advisor welcome the customer by saying hello, asking for ID to enter the account and get them seated within 30 seconds of the customer entering store?

  Yes

  No

  N/A

• Was the customer asked if they have a tablet and if they would like to use their current one on the move/ Like a new one ?

  Yes

  No

  N/A

• Was the customer asked if they top up anyone else or pay for anyone else's bills?

  Yes

  No

  N/A

• Was the customer asked if they have their landline discount with EE?

  Yes

  No

  N/A

• Was all of the above asked before any price was mentioned for a phone?

  Yes

  No

  N/A

Demo

• Was a live handset AND live tablet demo given? <br>

  Yes

  No

  N/A

• If no tablet was shown, was a mifi box shown?

  Yes

  No

  N/A

Service

• Was a welcome wallet given to the customer at the end of the sale?

  Yes

  No

  N/A

• Was the customers contacts copied for them?

  Yes

  No

  N/A

• Was the NPS text mentioned detailing it will be from 249, scoring of 9 or 10 and explaining that the text is purely about their service? <br>

  Yes

  No

  N/A

• Was the no change of mind policy explained with the back of receipt circled? <br>

  Yes

  No

  N/A

• Was the RPI increase explained to the customer?

  Yes

  No

  N/A

General Feedback