Sales Observation Checklist - R479

• Employee Name

• Conducted on

  Date

• Observation Completed By

Welcome

• Was the customer welcomed within 30 seconds of entering the store?

  Yes

  No

  N/A

• Was the customer approached within 1 minute of being acknowledged?

  Yes

  No

  N/A

• Type of enquiry made by customer

  Select New Contract Upgrade Pay As You Go Home Broadband Repair Service Issue General Inquiry

  • New Contract
  • Upgrade
  • Pay As You Go
  • Home Broadband
  • Repair
  • Service Issue
  • General Inquiry

Establishing Needs

• Did the Advisor ask open questions to ascertain customer's reason for the visit to store?

  Yes

  No

  N/A

• Did the Advisor ask any questions related to the customer's usage?

  Yes

  No

  N/A

• Minutes?

• Texts?

• Data?

• Camera?

• Apps?

• Sat Nav?

• Did the Advisor ask the customer what phone they are currently using?

  Yes

  No

  N/A

• Did they ask what the customer likes/dislikes about their current phone?

Demo

• Did the Advisor offer the customer a demo?

  Yes

  No

  N/A

• Did the customer accept the offer of a demo?

  Yes

  No

  N/A

• Did the Advisor give the phone to the customer to hold and use for themselves?

• Did the Advisor explain the basics of how to use the handset?

• Did the Advisor show the customer some features directly related to the customer's usage previously established?

Pitch

• How many tariff/phone options did the Advisor offer?

  1

  2

  3+

• Did the Advisor recommend any additional products?

  Yes

  No

  N/A

• STAR Offer

• Sharer Plan

• Pay As You Go SIM Card

• Clone Phone Fully Loaded

• Accessories

• Did the Advisor recommend Home Broadband?

  Yes

  No

  N/A

• Did they offer a comparison to the customer's existing service?

  Yes

  No

  N/A

• Did they clearly demonstrate how much EE Home Broadband could save them?

  Yes

  No

  N/A

• Did they save promotions for closing? (i.e. Half Price Offers / Free Fibre Connection)

  Yes

  No

  N/A

Close

• Did the advisor attempt to close the sale?

  Yes

  No

  N/A

• Did the customer have any objections?

  Yes

  No

  N/A

• Did the Advisor ATTEMPT to overcome the customer's objections? (Success/Failure is irrelevant)

  Yes

  No

  N/A

Set Up

• Did the customer buy?

  Yes

  No

  N/A

• Did the Advisor use a Welcome Wallet?

  Yes

  No

  N/A

• Was the Welcome Wallet fully filled out?

• Was the Welcome Wallet explained to the customer?

• Did the Advisor set up the phone for the customer?

  Yes

  No

  N/A

• Contacts Transferred?

• E-mail set up?

• App Store account set up?

• EE apps downloaded?

• Did the customer decline the offer of a set up?

• Did the Advisor explain the NPS texts to the customer?

  Yes

  No

  N/A

Action Plan

• Create an action plan for areas recognised as requiring improvement from observation.

• Please add areas of development

Add

• Area requiring improvement

• Actions to be taken

• Has this area been identified as requiring improvement in a previous observation?

• Have points from previous action plan been properly implemented?

  Yes

  No

  N/A

Manager / Advisor Sign Off

• Advisor Name

  Sign

• Manager Name

  Sign