Sales Representative Observation Form

• Client / Site

• Conducted on

  Date

• Prepared by

SITE INFORMATION

• Account Manager or Specialist

• Location Name

• Location Address
  Address

• Visit Date

  Date

OBSERVATION

• Process Observed

  PSU SALE

  Revenue Opportunity

  Retention Effort

  Customer Service Issue

OPENING

• Greeted with a handshake?

  Yes

  No

  N/A

• Comments

• Introduced themselves by name?

  Yes

  No

  N/A

• Comments

• Asked for the customers name?

  Yes

  No

  N/A

• Comments

• Used customer's name during conversation?

  Yes

  No

  N/A

• Comments

QUALIFYING

• Asked probing questions? (Open AND Closed ended questions)

  Yes

  No

  N/A

• Comments

• Used active listening and avoided interrupting?

  Yes

  No

  N/A

• Comments

• Took notes?

  Yes

  No

  N/A

• Comments

• Checked for understanding?

  Yes

  No

  N/A

• Comments

• Did not offer a Solution through this point?

  Yes

  No

  N/A

• Comments

SOLUTIONS

• Offered Cox Advanced TV based on Customer's stated needs?

  Yes

  No

  N/A

• Comments

• Offered Cox High Speed Internet based on Customer's needs?

  Yes

  No

  N/A

• Comments

• Offered Cox Digital Telephone based on Customer's needs?

  Yes

  No

  N/A

• Comments

• Offered additional features based on Customer's needs?

  Yes

  No

  N/A

• Comments

• Reviewed Bundled Solution with Customer?

  Yes

  No

  N/A

• Comments

CLOSING

• Discussed value propositions and competitive advantages?

  Yes

  No

  N/A

• Comments

• Checked again for understanding?

  Yes

  No

  N/A

• Comments

• Connected benefits to needs using Customer's veriage?

  Yes

  No

  N/A

• Comments

• Asked for sale or attempted to close?

  Yes

  No

  N/A

• Comments

• Reinforced the Customer's decision with Value Added statements?

  Yes

  No

  N/A

• Comments

• Offered alternatives? (Lower tiers)

  Yes

  No

  N/A

• Comments

• Asked again for the sale? (applicable if had to overcome objections)

  Yes

  No

  N/A

• Comments

LOYALTY

• Reviewed order with Customer (Promotional AND Standard Pricing)

  Yes

  No

  N/A

• Comments

• Gave 2 business cards AND discussed referrals?

  Yes

  No

  N/A

• Comments

• Thanked the Customer for their business?

  Yes

  No

  N/A

• Comments

OPENING

• Greeted with a handshake?

  Yes

  No

  N/A

• Comments

• Introduced themselves by name?

  Yes

  No

  N/A

• Comments

• Asked for the customers name?

  Yes

  No

  N/A

• Comments

• Used customer's name during conversation?

  Yes

  No

  N/A

• Comments

REVENUE OPPORTUNITY

• Reviewed current services?

  Yes

  No

  N/A

• Comments

• Discussed ancillary products and services?

  Yes

  No

  N/A

• Comments

• Probed for additional needs?

  Yes

  No

  N/A

• Comments

LOYALTY

• Reviewed order with Customer (Promotional AND Standard Pricing)

  Yes

  No

  N/A

• Comments

• Gave 2 business cards AND discussed referrals?

  Yes

  No

  N/A

• Comments

• Thanked the Customer for their business?

  Yes

  No

  N/A

• Comments

OPENING

• Greeted with a handshake?

  Yes

  No

  N/A

• Comments

• Introduced themselves by name?

  Yes

  No

  N/A

• Comments

• Asked for the customers name?

  Yes

  No

  N/A

• Comments

• Used customer's name during conversation?

  Yes

  No

  N/A

• Comments

RETENTION EFFORT

• Thanked the Customer for their business?

  Yes

  No

  N/A

• Comments

• Explained unable to assist in stores?

  Yes

  No

  N/A

• Comments

• Provided Customer the Customer Service phone number or offered to collect information?

  Yes

  No

  N/A

• Comments

LOYALTY

• Reviewed order with Customer (Promotional AND Standard Pricing)

  Yes

  No

  N/A

• Comments

• Gave 2 business cards AND discussed referrals?

  Yes

  No

  N/A

• Comments

• Thanked the Customer for their business?

  Yes

  No

  N/A

• Comments

OPENING

• Greeted with a handshake?

  Yes

  No

  N/A

• Comments

• Introduced themselves by name?

  Yes

  No

  N/A

• Comments

• Asked for the customers name?

  Yes

  No

  N/A

• Comments

• Used customer's name during conversation?

  Yes

  No

  N/A

• Comments

CUSTOMER SERVICE ISSUE

• Thanked the Customer for their business?

  Yes

  No

  N/A

• Comments

• Explained unable to assist in stores?

  Yes

  No

  N/A

• Comments

• Provided Customer the Customer Service phone number or offered to collect information?

  Yes

  No

  N/A

• Comments

LOYALTY

• Reviewed order with Customer (Promotional AND Standard Pricing)

  Yes

  No

  N/A

• Comments

• Gave 2 business cards AND discussed referrals?

  Yes

  No

  N/A

• Comments

• Thanked the Customer for their business?

  Yes

  No

  N/A

• Comments

SIGNATURE

• Store Representative

  Sign