Start

  • Coach Name:

  • Reps Name:

  • Store No:

  • Conducted on

SSE

  • CUSTOMER TYPE

WELCOME / THANK YOU

  • Was the customer(s) being greeted as they enter the store? (within 15 seconds)

  • Did rep come out from behind the counter?

  • Did the rep smile?

  • Was proper greeting used - Welcome to Sprint, My name is______what brings you in today?

  • When the Cust is removed from VQ was the rep introduced to Cust by the host - OR - Did rep walk to the Cust and use the Cust name?

  • AS CUSTOMER IS LEAVING - Did host thank the Cust for the Business and/or tell them to have a great day?

NEW LINE / ADD-A-LINE

  • Did the rep "clerk" this interaction?

  • Did the rep ask qualifying questions?

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

HUP / RMS OFFERS

  • Did the rep tell the Cust their upgrade date / upgrade status?

  • Did the rep check the "offers" for the account?

ACCESSORIES

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

  • Did the rep ask/cover the 3 accessory questions?

  • Was the rep able to overcome objections the Cust had?

TEP

  • Did the rep recommend "Equipment Protection"?

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

  • Was the TEP App covered?

IL / CL DISCOUNT PROGRAM

  • Did the rep ask where the customer works?

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

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

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

BUYBACK

  • Did the rep talk about the Buyback program?

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

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

ACCOUNT SETUP

  • Did the rep print / email the Transaction Summary?

  • Did the rep go over the Transaction Summary?

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

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

READY NOW

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

  • Where did the rep stand/sit during R/N?

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

  • Did the reps send a test email to "rn@sprint.delivery.net"<br>SUBJ: Sprint<br>BODY: 3150 / Emp Name

  • Did the rep talk about self help / Sprint Zone?

  • Did the rep smile?

  • Was the Ready Now workshop mentioned?

  • Add a picture of Ready Now if available!

SATISFACTIONS

  • Did the Rep / Tech talk about the CSAT call?

  • Was the CSAT survey explained & was the customer asked to take it?

  • Did the Rep / Tech ask if the cust was "Very Satisfied"?

CLOSE THE SALE

  • Did the rep ask for the sales?

  • How?

  • Did the customer have objections?

  • Was the rep able to over come them?

  • Did the Cust leave with the reps business card?

  • Did the rep ask "Have I resolved all your needs for coming in today?

  • Did the Rep / Tech look for opportunities?

  • Did the Rep talk about referrals? / Did Tech give out their business card?

SELLING ZONES

  • Zone 1 (Greeting, Building Rapport, & Handset Selection)

  • Zone 2 (Emerging Products Table - iPad / Tablets & Sprint Phone Connect)

  • Zone 3 (Complementing The Devices - Accessories)

  • Zone 4 (Finishing The Sale - POS, ReadyNow, & Very Satisfied Customer)

SERVICE & REPAIR

  • Was eticket used properly?

  • Did Tech have customer complete the "Data Preservation Form"?

  • Did the tech set the proper expectations with the customer?

  • Did the tech look for or identify a sales opportunity?

  • Could you identify a "above & beyond" moment be identified during the interaction? If so also note it below!

  • What was outstanding?

  • Did tech show good listening skills and restate the problem to ensure we get the customers problem resolved?

  • Did the Tech offer Ready Now at any point?

  • Did Tech mention accessories?

ASK REP / TECH - What went well?

ASK REP / TECH - What should they have done differently?

I WILL.......

ADDITIONAL NOTES:

Signature

  • Employee

  • Observer

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.