Sales Representative Observation

• Observation Date

  Date

• Sales Representative

  Sarra Johnson

  Jordan Johnson

  Aleigha Wheeler

• Coached by:

  Store Manager

  Assistant Store Manager

  District Manager

  Other

• Transaction Type

  Select New Line Upgrade Eticket Bill Payment Account Info Mock Sale

  • New Line
  • Upgrade
  • Eticket
  • Bill Payment
  • Account Info
  • Mock Sale

B - Be Ready

• Customer greeted with proper greeting?

  Yes

  No

  N/A

• Within 5 seconds, and out on the sales floor?

  Yes

  No

  N/A

• Sales rep showing enthusiasm and willingness to help?

  Yes

  No

  N/A

• Employee Asking F.O.R.M. questions?

  Yes

  No

  N/A

E - Emerging Products

• Was the customer made aware of the Phone Connect Promo?

  Yes

  No

  N/A

• Tablet promos offered?

  Yes

  No

  N/A

• MBB services mentioned?

  Yes

  No

  N/A

• iPad offer and promos?

  Yes

  No

  N/A

S - Selling Zones

• Did the rep visit the accessory walls with the customer??

  Yes

  No

  N/A

• Bluetooth display?

  Yes

  No

  N/A

• Discussed value of device case/ screen protection?

  Yes

  No

  N/A

T -TEP

• Was TEP mentioned to the customer during the sale ?

  Yes

  No

  N/A

• Were the benefits of TEP explained?

  Yes

  No

  N/A

• Was TEP pitched with S&R transaction?

  Yes

  No

  N/A

P - Premium Accessories

• Did the rep show the customer premium charging solutions ? (Mophie, Powerpack)

  Yes

  No

  N/A

• Audio products? (Wireless speakers and headphones)

  Yes

  No

  N/A

R - Ready Now

• Was Ready Now performed?

  Yes

  No

  N/A

• Was the Ready Now mentioned in the survey pitch?

  Yes

  No

  N/A

• Appointment offered? (Ready Now Workshop)

  Yes

  No

  N/A

A - Activations

• Did the rep probe for add a line opportunities?

  Yes

  No

  N/A

• Did the rep make every effort to close the sale ?

  Yes

  No

  N/A

C - Check RMS Offers

• Did the rep mention any RMS offers to the customer ?

  Yes

  No

  N/A

• Did the rep go over multiple options? (IB, 2yr., etc.)

  Yes

  No

  N/A

T - Transaction Time

• Was the transaction time reasonable in regards to the task?

  Yes

  No

  N/A

I - iPad Demonstration

• Did the rep explain iPad benefits?

  Yes

  No

  N/A

• Did the rep demo applications based on customer needs?

  Yes

  No

  N/A

• Was the customer asked needs-based questions?

  Yes

  No

  N/A

C - CSAT Pitch

• Did the rep provide a Very Satisfied experience?

  Yes

  No

  N/A

• Did the rep explain how the survey works to the customer ?

  Yes

  No

  N/A

E - e-recycle

• Was the customer asked about old devices?

  Yes

  No

  N/A

• Did they position the trade-in as an accessory discount?

  Yes

  No

  N/A

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