Information
-
Client / Site
-
Conducted on
-
Prepared by
-
Location
-
Personnel
Dealer
-
Did the terminated dealer remove all Sprint signage? NA if no issues identified.
-
If the dealer had a website, was it approved and compliant with current Sprint standards?
-
Was the dealer following Sprint guidelines in the use of social media?
-
Did the dealer refrain from creating secondary contracts/agreements?
-
Were dealer invoices, receipts, flyers, and business cards compliant with Sprint standards (I.e. return policy verbiage, Sprint logo use, representation as a dealer, etc.)?
-
FYI-Was the use of the indirect 3rd party Employee Rate Plan limited to current employees and granted per policy?
Brand
-
Was the store located using the address listed in the FACT database, open during normal business hours, and did it appear to be selling Sprint? N/A if no issues identified.
-
Did the exterior signage meet Sprint standards (monuments, Chanel lettering, dealer cling, store hours including Sprint.com, etc.?
-
We're interior marketing and merchandising messages current?
-
Was all required collateral (required on the sales floor) available for customers, and had all outdated collateral been purged?
Back Office
-
Based on a sample of new activations/upgrades, were current versions of contracts, including customer signatures and initials, stored on file?
-
Did the store demo devices match the active lines within the store's demo account?
-
Did store employees actively protect customer and sprint proprietary information (following I.d. Policies, actively shredding, securing documents/receipts, computer screens locked when not in use, password verification)? Deduct 3 points per instance.
Customer Experience
-
Did the store have all required live Postpaid demo devices?
-
Were all demo devices fully functioning for customer use?
-
Was all sales merchandise (devices and accessories) displayed with fact tags and current price tags as required?
-
Did the store have the minimum number of required postpaid devices in stock per the Windows Inventory Requirements? Deduct 2 points per error.
-
Did the store have the minimum number of recommended/optional postpaid devices on display with inventory per the Windows Inventory Requirements?
-
Did the store minimize the number of direct ship orders to customers?
-
Did all new hires complete the STAR new hire training within 60 days of their start date without excessive attempts to pass the indirect new hire final assessment?
-
Did all new hires complete the instructor-led (in person or virtual) indirect new hire training course within 60 days of their start date?
-
Did all employees complete the required on-going training?
-
We're employees knowledgable on training content?
Authorized Service Centers
-
Did all new hire technicians complete the ASC On-boarding training including certification in STAR within the required timeframe?<br>
-
Were service and repair transactions accurately documented in e-ticket including selection of the correct customer complaint and resolution with sufficient tech notes?
-
Were signed/dated copies of data preservation forms and closed e-tickets retained in accordance with the records retention policy?
-
FYI-was the ASC Self-Assessment completed for the most recent quarter?
Observations
-
FYI-Were all store appearance observations, made throughout the course of the audit, within L3P channel expectations?
-
FYI-Were all in-store observations, made throughout the course of the audit,within L3P channel expectations?
Signatures
-
Store Mgr Signature
-
Auditor Signature
