Un-Carrier Experience RSA Observation Guide

• Un-Carrier Experience RSA Observation Guide

• SAP #:
  Address

• Conducted on

  Date

• RSA:

• Leader:

Interaction Model Behavior

• Was the associate their Un-carrier self? Like for real?

  Yes

  No

  N/A

• "You first." "No, you first!" Did the associate have a two way conversation?

  Yes

  No

  N/A

• Did the associate spend time on what matters... To the customer?

  Yes

  No

  N/A

• Did the associate match needs to Un-carrier Moves? Not every single Un-carrier Move... Just one, two, or a few of 'em.

  Yes

  No

  N/A

• Did the associate and the customer have serious fun?

  Yes

  No

  N/A

Explore & Discover

• Roll up your sleeves. Did the associate explore hands on, side by side?

  Yes

  No

  N/A

• Our network is badass! Did the associate own our network?

  Yes

  No

  N/A

• Did the associate demonstrate products and features? #letmeshowyou

  Yes

  No

  N/A

• We rock! Want proof? Did the associate offer competitive comparisons?

  Yes

  No

  N/A

• In a hurry? Not in a hurry? Did the associate match the customer's pace?

  Yes

  No

  N/A

Problem Solved

• Did the associate listen, show empathy & apologize? It's kind of a big deal.

  Yes

  No

  N/A

• Folks just paying their bill have feelings too. Did the associate appreciate routine transactions?

  Yes

  No

  N/A

• Did the associate take ownership? Not 'kind it's - we're talking ownership.

  Yes

  No

  N/A

• Focus on resolution. Did the associate fix it... For real?

  Yes

  No

  N/A

• Did the associate use resources and tools?

  Yes

  No

  N/A

• Go the extra mile. Did the associate share how they'll follow up?

  Yes

  No

  N/A

Guide the Purchase

• Let's make this all about you! Did the associate ask personalized questions?

  Yes

  No

  N/A

• Did the associate uncover @Work needs? You know... Ask about their job or business needs.

  Yes

  No

  N/A

• We are so much better than those other guys. Did the associate explain Why T-Mobile?

  Yes

  No

  N/A

• Calling all experts. Did the associate share product, service & network expertise?

  Yes

  No

  N/A

• "I rock the..." Did the associate give personal recommendations?

  Yes

  No

  N/A

• Did the associate overcome hesitations?

  Yes

  No

  N/A

• Bottom line. Did the associate drive the purchase decision?

  Yes

  No

  N/A

Stay Connected

• Did the associate put the device in their hand, ready to go?

  Yes

  No

  N/A

• Did the associates set the right expectations? No bill shock up in here.

  Yes

  No

  N/A

• Teach them to care for themselves. Did the associate review the self-serve options?

  Yes

  No

  N/A

• Call me, maybe. Did the associate connect on their terms?

  Yes

  No

  N/A

• Did the associate offer to help friends and family? Give me REFERRALS!

  Yes

  No

  N/A

• Tell it to us straight! Did the associate ask for customer feedback?

  Yes

  No

  N/A

• 90 points needed to be Un-Carrier Experience Certified

• Certify

• Did Not Certify

• Associate:

  Sign

• Coach:

  Sign