Title Page

  • UE INTERACTION MODEL OBSERVATION GUIDE

  • SAP NUMBER:

  • Conducted on

  • Prepared by

MAKE IT PERSONAL

  • DID THE RSA MAKE IT PERSONAL CHECK ALL THE APPLY?

  • TWO WAY CONVERSATION 80-20

  • SPEND TIME ON WHAT MATTERS

  • MATCH NEEDS TO UN-CARRIER MOVES

  • HAVE FUN WITH CUSTOMER

EXPLORE AND DESCOVER

  • DID THE RSA FIND SOLUTIONS AND OPTIONS FOR THE CUSTOMER? <br>CHECK ALL ELEMENTS THAT APPLY?

  • OWN OUR NETWORK

  • DEMONSTRATE PRODUCTS AND FEATURES

  • OFFER SIDE BY SIDE COMPARISONS

  • MATCH CUSTOMERS PACE

PROBLEM SOLVE

  • WHERE THE GUEST ISSUE(S) RESOLVED? CHECK ALL ELEMENTS THAT APPLY

  • TAKE OWNER SHIP

  • LISTEN AND SHOW EMPATHY

  • FOCUS ON RESOLUTION

  • USE TOOLS AND RESOURCES

GUIDE THE PURCHASE

  • WHERE QUESTIONS ASKED TO GUIDE THE SALE? CHECK ALL ELEMENTS THAT APPLY

  • GIVE RECOMMENDATION

  • EXPLAIN WHY T-MOBILE

  • SHARE PRODUCT KNOWLEDGE

  • OVERCOME HESITATIONS

STAY CONNECTED

  • DID RSA TAKE STEPS TO STAY CONNECTED WITH GUEST? CHECK ALL ELEMENTS THAT APPLY

  • SET THE RIGHT EXPECTATIONS

  • EXCHANGE CONTACT INFO/BUSINESS CARD

  • ASK FOR REFERRALS/ FRIENDS OR FAMILY

  • REVIEW SELF SERVE OPTIONS

  • LEADER

  • Add signature

  • RSA

  • Add signature

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