Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Rapport
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Communicate and build rapport with the customer First Impressions count! The way in which we greet our customers is crucial to their overall experience in our stores. Acknowledging a customer as soon as you can shows that you care about them as a person and that they are valuable to you.
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How long did it take for you to be acknowledged by any Sales Associate in store?
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Acknowledgement is defined as any Optus Sales Associate in store engaging you either with eye contact, saying 'hello', smiling, showing interest etc. It is acceptable for a Sales Associate to acknowledge a group of customers that are waiting (e.g. A Sales Associate might say: 'Hi everyone, sorry for the delay I/we won't be long'). Select from the list how long it took for you to be acknowledged by any Sales Associate from the time when you entered the store. If you were acknowledged in a time greater than 1 minute, record the time it took to be acknowledged in the text box provided.
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Answer Yes if: • If you felt that a Sales Associate acknowledged you as soon as possible if YES Record 'what' happened Answer No if: • If you could see no reason for not being acknowledged sooner In the text box provided record why you think you could have been acknowledged sooner. If NO Record 'what' happened
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Were you satisfied with the amount of time it took to be acknowledged by a Sales Associate?
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Answer NA if: • You were served within 5 minutes of entering the store Answer Yes if: • A Sales Associate in store apologised for the delay OR • The Sales Associate that served you apologised for the delay Answer No if: • No Sales Associate in store apologised for the delay OR • The Sales Associate that served you did not apologise for the delay
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If you waited over 5 minutes to be served, during your wait time did any Sales Associate apologise for the delay OR did the Sales Associate that eventually served you apologise for the wait time?<br>
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Did the Sales Associate welcome you with an open-ended question, in a friendly tone, with eye contact and a smile?
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Open ended question means: It is a question that requires more than a ‘Yes’ or ‘No’ response (e.g. "Hi, How are you today?") Answer Yes if: • The Sales Associate asked you an open-ended question (i.e. How can I help you today?) AND • The Sales Associate welcomed you in a friendly tone, with eye contact AND a smile Answer No if: • The Sales Associate did not ask you an open-ended question (i.e. How, can I help you today?) OR • The Sales Associate did not welcome you in a friendly tone, with eye contact AND a smile
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Was the Sales Associate that served you a Business Specialist?
