Store Visit Guide

• Conducted on

  Date

• Prepared by

• Location
  Address

Operations

• Does the store appear clean from the outside and why is it important?

  Yes

  No

  N/A

• Is all the outside visuals up and correct?

  Yes

  No

  N/A

• Why is having music playing important?

  Yes

  No

  N/A

• What is your cadence with MyMerch?

  Yes

  No

  N/A

• Are all phones turned on, charged, with demo loops and why is that important to you?

  Yes

  No

  N/A

• Is the store clean?

  Yes

  No

  N/A

• Is the back door closed and why is that a policy?

  Yes

  No

  N/A

• Is the safes locked and secured and why is that a policy?

  Yes

  No

  N/A

• Has everyone logged in and looked at the article on Retail Connect? What's the point of retail connect? What's the expectation? Walk me through your quick connect?

  Yes

  No

  N/A

• Is everyone wearing a name tag?

  Yes

  No

  N/A

• Is everyone in proper uniform?

  Yes

  No

  N/A

• Are devices being returned M,W,F? And why do we do that?

  Yes

  No

  N/A

• Does the store know how to drive down remorse returns for phones and accessories? Walk me through all the different ways to bring remorse down?

  Yes

  No

  N/A

Customer Experience

• Does the store have a plan to get high NPS scores? TMO App download, TMO Tuesdays, TEX greeting, Thanking for tenure, review shops with all ME's, vibe of store.

  Yes

  No

  N/A

• Does the store know about the ratings and review process and are they responding within 48 hours?

  Yes

  No

  N/A

• Do they have a One Stop Shop talk track?

  Yes

  No

  N/A

• Do they know the goals for NPS and SME? 72 NPS, 9.2 SME

  Yes

  No

  N/A

Sales

• Does the store have a connected life talk track and strategy? Tell me what it is and show me a signature demo.

  Yes

  No

  N/A

• Does the store have an Ecosystem talk track and strategy? Explain to me the methodology you use and show me what that sounds like in a skills practice.

  Yes

  No

  N/A

• Does the store know what a signature demo is? Can they execute on it? What's your go to BTS demo? Show me!

  Yes

  No

  N/A

• Can the store speak to the benefits of P360? Screen Protector, apple care, tiered deductibles, 3 claims per year. Where can you find the information? What are the pricing tiers?

  Yes

  No

  N/A

• Do the ME's know the 3 Freier questions around One Plus? Can they top down sell? Can you connect the features to the questions?

  Yes

  No

  N/A

• Is the store using Essentials packages? Show me how? Tell me why we have them and what the cost is for it?

  Yes

  No

  N/A

• Does the store understand how to sell accessories? What are 3 things you can do to increase accessory sales?

  Yes

  No

  N/A

• Do the ME's know how to use the feature revenue calculator and how to distinguish the dollar amount they need depending on the situation? Show me? Let's role play.

  Yes

  No

  N/A

• Do all the MEs know what family mode is? What their goal is?

  Yes

  No

  N/A

• Does the store know how to sell TMFB? Please explain.

  Yes

  No

  N/A

• Is the store getting out of their business into the community? How? Why or why not?

  Yes

  No

  N/A

• Is the store up to date on current promotions and how to leverage them? What are the current promotions? Tell me what's going on today based on what you learned in TMO Connect this morning.

  Yes

  No

  N/A

Training

• Does the store know what's going on with the network in their area, and can they speak to the network improvement. Do they have the latest 1 pager?

  Yes

  No

  N/A

• Is everyone up to date on priority training? What's the expectation?

  Yes

  No

  N/A

• Has the leader finished leader ready? Why not?

  Yes

  No

  N/A

• Are the ME's certified? What's the hold up? Do they have the survey link?

  Yes

  No

  N/A