TPR - DM Sales Visit - Audit

• Conducted on

  Date

• Prepared by

• Location
  Address

• TPR NAME:

• Store Number:

• Date of Visit:

  Date
• TPR Address:
  Address

Customer Experience: NPS Goal 72%, 80% By EOY, SME 9.5, 72HR Calls 8%

• MTD Performance:

• Did you Observe/Coach to O2E 2.0 behaviors for service interactions? Yes/No - Notes:

• Observe/Coach RSM/MEs - Thanking Customers for Tenure? Yes/No - Notes:

• Observe/Coach RSM/MEs - Downloading/Helping Log-into T-Mobile App and Explain Benefits? Yes/No - Notes:

• Observe/Coach RSM/MEs - Introduce Customers to TEX Messaging Option within T-Mobile App? Yes/No - Notes:

• Observe/Coach RSM/MEs conducting Quick Connect and coach to ensure customer experience behaviors are tied to performance? Yes/No - Notes:

• Observe/Coach RSM QC with ME using T-Mobile Connect Tool? Yes/No - Notes:

• Observe/Coach RSM/MEs - three specific Customer Experience behaviors? Yes/No - Notes: (Vibe of Store Overall)

• Observe T-Mobile Appropriate Music Playing? Yes/No - Notes:

• Observe RSM/MEs out from behind pods, in dress code, positive attitude, presentable and ready for work? Yes/No - Notes:

• Observe RSM/MEs Using Remo conduction transactions with customers? Yes/No - Notes:

• Observe/Coach RSM Till/Floor Coaching with ME, Driving/Focusing on Three Customer Touch Base Behaviors? Yes/No - Notes:

Growth: Goals BTS 1.5% conv, 35% Voice, Out-Bound Calls - 5 app per rep, per week

• MTD Performance:

• Observe/Coach to Signature Demo using Interaction Model? Yes/No - Notes:

• Identify Market Network Store - DM/RSM Observe and coach delivery of Market Network story. Notes:

• What Explore and Discover questions did you observe during service transaction? Notes:

• Did you observe BTS transition statements during bill pays and service transactions? Notes:

• Did you observe presentation of referral rewards/BFF? Notes:

• Was (Own Your Mile) weekly commitments met? Out-Bound Calls/Community Outreach. Notes:

Revenue: Goals: 50% One Plus Attach, 70% P360 (Tier 4-5), 60% True Attach, 20% Family Mode

• MTD Performance:

• Observe Demo of Essential Collection, position limited edition items and Signature Demo. Notes:

• Knowledge check on value added services (P360, One+ family plans, and FamilyMode)

• Observe T-Mobile One + Questions and Secondary Questions: Receive a lot of Calls, Travel, Watch Videos

Operations: Goals: Handset/Acc Remorse - 3.25%/4.25%

• MTD Performance:

• Use interaction model to right fit customers into device and accessories.

• Follow all policies on handling transaction processes, troubleshooting, trade-ins and inventory compliance

Engagement: Goal: Create Culture of Recognition, Learning and Development

• DM/RSM Participate in Weekly 2-Way Communication (Sync-Up)

Action Plan Follow-Up

• Educate Items. Notes:

• Practices Done. Notes:

• Commitments. Notes:

• What's Next - Follow-Up. Notes:

  Date

• RSM Signature

  Sign

• Yes

  No

  N/A