The Source Observation

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Select date

  Date

• Rep Name

I WILL CONNECT WITH EVERY CUSTOMER

• Non-Sales questions

  Yes

  No

  N/A

• Occupied Greeting

• Comments

Establish Needs

• How many open ended questions did the rep use here

  Zero

  One-Two

  Three-Four

  Five or More

Acknowledge Needs

• Did the rep paraphrase back? Example "Did I miss anything?"

  Yes

  No

  N/A

Showcase Solutions

• My Demo

  Off

  On

• Customer Demo

  Off

  On

• Cross Sell Demo

  Off

  On

Engage the Customer

• Transfer of Ownership

• Trial Close

• Comments

Bridge to other Bell Services

• Establish

• Acknowledge

• Showcase

• Engage

Bridge to:

• Did the rep bridge to Wireless or BRS

  Neither

  Wireless

  BRS

  Both

• Comments

Add products that suit lifestyle of client

• Did the rep ask questions to uncover what would best suit the client or did they just start offering add-ons?

  Asked Questions

  Offered Whatever

• How many add-ons did the rep try to add?

  0

  1

  2

  3+

• Comments