Skill Verification

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Customer Type

  Select Bill Pay Accessory New Line Upgrade Repairs Customer Service

  • Bill Pay
  • Accessory
  • New Line
  • Upgrade
  • Repairs
  • Customer Service

Welcome

• Was the customer greeted within 15 seconds?

  Yes

  No

  N/A

• Did the rep come out from behind the counter to greet the customer and was that greeting given with a smile?

  Yes

  No

  N/A

• Was customer greeted with welcome to wireless zone. I'm ___________, and you are. What brings you in today Mr/Mrs _____________?<br>

  Yes

  No

  N/A

Add A Line

• Did the rep ask to add additional lines of service?

  Yes

  No

  N/A

• Did the rep ask qualifying questions?

  Yes

  No

  N/A

• Did the rep tell the customer how many lines they were approved for?

  Yes

  No

  N/A

Accessories

• Were multiple ACC bought out and offered to the customer based upon their needs mentioned in the sales process?

  Yes

  No

  N/A

• Which questions were asked?

  Yes

  No

  N/A

TEP

• Did the rep recommend "Equipment Protection"?

  Yes

  No

  N/A

• Did the rep tell the customers the benefits of TEP?

  Yes

  No

  N/A

NVP/Business

• Did the rep ask where the customer works?

  Yes

  No

  N/A

• Did the rep ask the customer who handles their corporate liable account?

  Yes

  No

  N/A

• Did the rep properly qualify the customer for the business in retail program/SBAE?

  Yes

  No

  N/A

• Was the NVP program explained and were the proper expectations sets?

  Yes

  No

  N/A

Buyback

• Did the rep talk about the Buyback program?

  Yes

  No

  N/A

• Did the rep verify the trade in value of the handset?

  Yes

  No

  N/A

• Did the rep overcome customers objection for trading in the old device?

  Yes

  No

  N/A

Account Setup

• Did the rep go over the Transaction Summary?

  Yes

  No

  N/A

• Was the customer informed of activation fees, restocking fees, or prorated charges?

  Yes

  No

  N/A

• Did the rep offer to waive any additional fees or give additional discounts?

  Yes

  No

  N/A

Device setup

• Did the rep offer help the customer set up their new devices?

  Yes

  No

  N/A

• Did the reps use the words "Ready Now" when explaining the service?

  Yes

  No

  N/A

• Did the reps send a test email to "rn@sprint.delivery.net" subject Sprint, store name/ employee name?

  Yes

  No

  N/A

Satisfaction

• Did the rep educate the customer about survey call?

  Yes

  No

  N/A

• Did the rep explain what the survey is for?

  Yes

  No

  N/A

• Where you very satisfied with your Ready Now experience today?

  Yes

  No

  N/A

Close

• Did the rep ask for the sales?

  Yes

  No

  N/A

• How did the rep ask for the sales?

  Yes

  No

  N/A

• What were the objections and what did the rep do to try to overcome them?

  Yes

  No

  N/A

Ask employee

Ask employee

Additional Notes

Signature

• Employee

  Sign

• Observer

  Sign