4969 MS

• Client / Site

• Conducted on

  Date

• Prepared by

MAKE ME FEEL WELCOME

• Was a Customer Advisor at the podium?

  Yes

  No

• Was the customer acknowledged within 30 seconds and served within 2 minutes?

  Yes

  No

• Was the Advisor wearing a name badge along with correct uniform?

  Yes

  No

UNDERSTAND MY NEEDS

• Did the Advisor establish what network the customer was on?

  Yes

  No

• Did the Advisor delve into the customer's digital needs at home/for family?

  Yes

  No

• Did the Advisor discuss HBB/Landline?

  Yes

  No

• Did the Advisor discuss monthly spendeture with the customer?

  Yes

  No

• Did the Advisor complete a coverage check?

  Yes

  No

• Was an additional service offered?

  HBB

  MBB

  EETV

  TABLET

  CAR WIFI

• Did the Advisor summarise the customer's needs?

  Yes

  No

SHOW ME - TELL ME - LET ME TRY

• Did the Advisor offer a demonstration of something relevant to the customer's needs?

  Yes

  No

• Did the Advisor allow the customer to try the product for themselves?

  Yes

  No

HELP ME DECIDE

• Did the Advisor discuss a tariff with the customer and recommended ONE SPECIFIC plan?

  Yes

  No

• Did the Advisor offer or suggest an Accessory?

  Yes

  No

• Did the Advisor offer at least one additional line or product?

  Yes

  No

• Did the Advisor ask for the sale and attempt to overcome any objections?

  Yes

  No

  CUSTOMER PURCHASED

• ADVISOR SIGNATURE

  Sign

• AUDITOR SIGNATURE

  Sign

• WHAT DID THE ADVISOR DO RIGHT/WRONG?

• WHAT DO THEY PLEDGE TO DO NEXT TIME?