The Wireless Shop - Store Audit v3.0

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

OPERATIONS

• Are signature pads fully operational for both RQ4 and eROES?

  Yes

  No

  N/A

• Is customer information protected, filed away & out of sight?

  Yes

  No

  N/A

• Does the location have an active Tablet for customers to demo? How many?

  Yes

  No

  N/A

• Does the location have a MiFi Jetpack available for customers to demo?

  Yes

  No

  N/A

• Does the location have a complete iPhone display that includes two or more active devices?

  Yes

  No

  N/A

• Does the location have active 4G smartphones (not including iPhone) on display?

  Yes

  No

  N/A

• Do all devices have current fact tags displayed? Do fact tags include Device payment info?

  Yes

  No

  N/A

APPEARANCE

• Are all device holders in use, maintained and secure?

  Yes

  No

  N/A

• Is all collateral displayed properly? (posters, brochures, lollipop stands, etc.)

  Yes

  No

  N/A

• Are any graphics or displays outdated and in need of a change?

  Yes

  No

  N/A

• Does the locations present an overall neat & clean appearance?

  Yes

  No

  N/A

• Are managers & staff following dress code, wearing name tags, and presenting themselves professionally?

  Yes

  No

  N/A

MERCHANDISING

• Does the location have an area dedicated to 4G Mobile Broadband?

  Yes

  No

  N/A

• Are accessory walls displayed in an orderly and balanced pattern?

  Yes

  No

  N/A

• Does the location have an area dedicated to MSO (Xfinity) products & services?

  Yes

  No

  N/A

INVENTORY

• Does the location have an adequate amount & variety of accessories in stock?

  Yes

  No

  N/A

• Does the location have a variety of tablets in stock?

  Yes

  No

  N/A

• Has a device inventory count been completed within the last 10 days?

  Yes

  No

  N/A

METRICS

• Is the location currently at, above or pacing 40 New Activation?

  Yes

  No

  N/A

• Is YOY Growth at or above 110% for the month?

  Yes

  No

  N/A

• Are Tablet and jet pack activations currently at 18% of total boxes? How many tablets? How many jet packs?

  Yes

  No

  N/A

• Is the location at or above a 65% NPS score?

  Yes

  No

  N/A

• Are all 5-Star campaigns completed?

  Yes

  No

  N/A

• Does the location have a TMP Attachment rate at or above 65%?

  Yes

  No

  N/A

• Are store managers having weekly huddles with their reps to improve performance?

  Yes

  No

  N/A

CUSTOMER EXPERIENCE

• Is a proper greeting being shared when customers enter the location? Are reps coming out from behind the counter to greet them?

  Yes

  No

  N/A

• Is staff utilizing Earn The Right as they connect & discover customer needs?

  Yes

  No

  N/A

• Are customer accounts pulled up during every interaction?

  Yes

  No

  N/A

• Are reps utilizing the customer referral program with every customer?

  Yes

  No

  N/A

• Are all staff's Verizon Online Trainings complete?

  Yes

  No

  N/A

• Are the benefits & features of TMP being thoroughly shared with customers? Are reps downloading the VZ support app to customers devices?

  Yes

  No

  N/A

• Are reps using the Asurion accept/decline declaration form with every customer?

  Yes

  No

  N/A