QUESTION

SCORE

Date shop performed

ANSWER
5/2/2016
Friday

Day
Time Of Arrival

17:00

Time of Departure

17:20

Level of Business Activity

0/0

Moderate

Customer type:

0/0

New customer

Scenario:

0/0

Post Pay SIM

0/0

Yes

2/2

Yes

1/1

Yes

1/1

Yes

1/1

Yes

1/1

Yes

NAME & DESCRIPTION OF STAFF

Sandeep - heavy built, dark complexion and about 5.5 in height
Was the price list Monitor Talker present at the bill desk?

First Impression 82% (14/17)

1) Was the exterior signage clean, clear and distinctly visible? Was the signage lit in the evenings? - O
REMARKS
External signage was clean and properly visible.
2) Was the store entrance clean? - O
REMARKS
Store entrance was neat and clean. No foot prints were present.
3) Front door glass free of marks and finger prints. - O
REMARKS
Front glass door was clean without any fingerprints on it. Push and pull sticker was clearly visible.
4) Apart from the approved glass stickers (visual), no other stickers to be present on the glass. - O
REMARKS
No unapproved stickers were seen.
5) Store timings, registered address and directory visible at entrance. - O + P (picture to be taken if
possible)

REMARKS
Store directory was present and clearly visible at the entrance. Registered address and store timings were seen.
6) Was the store interior well lit? - O

1/1

Yes

REMARKS
Store had enough daylight and everything was clearly visible. No lights were switched on as there was enough daylight.
7) The Brand Wall fixture is neat and prominent (Only one wall in the store, not hidden behind any

1/1

Yes

0/2

No

obstruction). - O + P (picture to be taken if possible)

REMARKS
Brand wall fixture was neat and was clearly visible.
9) Was the store area clean (floor, walls, ceilings, doors), clutter free (no helmets, laptop bags, other
bags etc around) - O
REMARKS
There were stains on walls that were present on the right hand side of store. There were water marks that had turned brown in color. Fire extinguisher
was also kept near that wall. Rest all tables and waiting area was clean.
10) All Sales advisor tables to have a tent card and/or acrylic stand, counter mat and monitor talker

1/1

Yes

prominently displayed. - O + P (picture to be taken if possible)

REMARKS
There were 6 executive desks seen and tent card was present on each and every desk. Counter mat and Docomo diary was also available on desk and
monitor talker was also available in store.
11) Leaflets (voice plans, Walky, Photon, handset) available in sufficient quantity. - O + P (picture to be

1/1

Yes

1/1

Yes

taken if possible)
REMARKS
Leaflets were placed on both side of the store and were available in sufficient quantity as well.
13) Solution desk (wherever applicable) should have a demo unit of Walky and Laptop.
REMARKS
Solution desk had a laptop available.

14) Store must NOT have following items inside the store- O + P (picture to be taken if possible)a)

1/1

Yes

1/1

Yes

1/1

Yes

0/1

No

Balloons on the ceilingb) Danglers on the ceilingc) Shop front bannersd) Floor brandinge) Water
dispenser in customer premises area.
REMARKS
Not available.
15) Store must NOT have following items inside/outside the store- O + P (picture to be taken if
possible)a) One way vision b) Paper print outs stuck on glass c) Flanges) d) Gate Arches
REMARKS
Not available.
16) Each SA to have a Docomo branded notepad. - O
REMARKS
Docomo branded notepad was present with the executive.
17) Were all staff neatly groomed and in uniform? Staff to be groomed in plain denims (no faded / worn
out look, etc), company t-shirt and prescribed sneakers. Neck tag (id card) to be clearly visible- O
REMARKS
Staff was neatly groomed. He was wearing blue denims and black Docomo t-shirt. Hair was properly combed and nails were neat and clean. The
executive was not wearing any ID card or name tag.

Customer Experience 100% (10/10)

1) Did the staff acknowledge / greet you within 1 minute of arrival? - O

1/1

Yes

REMARKS
As soon as the agent entered Sundeep was the first person to greet even though he was busy with another customer. He acknowledged and asked the
agent to wait. After about one minute he called the agent at the desk and asked the agent the requirements.
2) When you went to the counter to ask for assistance, did the staff attend to you immediately? - O

1/1

Yes

1/1

Yes

REMARKS
Assistance was immediate as the other customer was done.
3) No foul body / mouth odour perceived?

REMARKS
No foul body or mouth odor perceived.
4) Was there sufficient time spent by the staff with you, to answer your query. (Please mention the time

1/1

Yes

2/2

Yes

1/1

Yes

1/1

Yes

1/1

Yes

1/1

Yes

1/1

Yes

in minutes.) - D
REMARKS
About 10 minutes time.
5) No interruptions while you were talking / staff did not leave you waiting without seeking permission. O
REMARKS
Staff did not leave in between without seeking permission.
6) Check none of the staff engaged in Mobile conversation, personal chat or distracting side work? - O
REMARKS
No staff was engaged in mobile conversation.
7) Staff is polite and helpful and shows courtesy while attending to customers.
REMARKS
Staff was polite. He seemed knowledgeable and professional as well.
8) Did the staff thank you at the end of the interaction?
REMARKS
Staff thanked the agent as the agent was leaving the store.
9) Temperature comfortable in the store. - O
REMARKS
Temperature inside the store was comfortable.

Staff Salesmanship 85% (11/13)

1) Did the staff establish the reason for visit? - D
REMARKS
Staff asked what the agent was looking for and helped the agent with it.

2) Did the staff ask about your usage type -Local / STD / ISD / SMS for voice and speed / download /

2/2

Yes

dial up / broad band for data, to recommend Photon or Photon plus. - D

REMARKS
Agent was asked about the usage, amount that the agent spent and whether the agent used local calling or STD calling. Agent said 800-900 with both
STD+L usage.
3) Did the staff check if you are currently using any DoCoMo product/services? - O

1/1

Yes

REMARKS
Agent was probed whether the agent was using Docomo sim card or number and which current service provider. Agent said that the agent was not
using Docomo and was currently using Vodafone.
4) Was the staff attentive,(did he repeat or reconfirm the requirement) made eye contact and understood 1/1

Yes

your need? - O
REMARKS
Staff was attentive. He understood the requirement and suggested the plans based on the usage. He maintained continuous eye contact and spoke
without any hesitation.
5) Did the staff recommend / offer an appropriate solution proactively and give a choice of plan /

0/1

No

products and atleast 2 options were provided? - S

REMARKS
Staff directly suggested the Superb Plus 350 plan as he said this would be the most suitable plan for the agent. A second plan was not suggested
though the agent asked for the same.
6) Did the staff explain the features and benefits of each of the plan / product shown and was he able to

1/1

Yes

do it in a convincing manner? - S
REMARKS
Agent was informed about calling rates (Local and STD both), sms charges and data plan as well. Agent even asked about roaming and got the
suitable answers to the questions posed.
7) Adequate information / plans / products offered without heavy prompting.- O

1/1

Yes

1/1

Yes

REMARKS
Executive was confident and tried to close the sale without any prompting.
8) Did the staff use a product file or any other point of sale material during the discussion / product
explanation? - S

REMARKS
Only the plan sheet was sheet was used to explain the plans - photograph attached.
9) Did the staff appear knowledgeable, clear and confident about the various plans / products? - S

1/1

Yes

0/1

No

REMARKS
Staff was very confident and seemed knowledgeable as well.
10) Were you offered alternate solutions when you rejected a plan / product? - O + S
REMARKS
Staff was insistent that the 350 plan was the best and would suit the agent. Agent asked for another plan, but staff did not offer any.
11) Did staff attempt to close the sale by suggesting the best plan ( Staff to tell the customer that this

1/1

Yes

1/1

Yes

1/1

Yes

would suit the best and ask if the customer would like to go for the same - Trial closure)
REMARKS
350 was stated as the best plan for the agent.
12) Staff ensures that you carry some brochures/leaflets or written material from the Docomo store.
REMARKS
Agent was provided with the plan sheet. (copies attached)

Closing and Last Impression 80% (4/5)

1) Were you informed on the process of activation?-O
REMARKS
Agent was informed about the activation process. The executive said post verification the sim card will be immediately activated within 24 hours.
2) Probing sheet being filled by sales advisor and/or some relevant questions being asked by Sales

1/1

Yes

0/1

No

Advisor. (This could be jotted down or put into a soft copy. When more than 10 customers are present in
the store the details will be captured in writing only) - O
REMARKS
Agent's name and number was captured.
3) In case of no billing, did he ask you if he could follow up at a later date or alternatively in case of non
availability did he ask you to check after a certain number of days?

REMARKS
Staff did not ask the same for a follow up call.
4) Was an accurate printed bill presented at the end of the transaction. - O

0/0

N/A

0/0

N/A

0/0

N/A

0/0

N/A

1/1

Yes

1/1

Yes

0/0

N/A

REMARKS
N/A
5) Was the billing transaction completed in 5 minutes. (if any)- O
REMARKS
N/A
6) Were all relevant documents collected - proof of address, proof of identity, photograph, customer
acquisition form which is filled and signed by the customer, assisted by staff. - O + S
REMARKS
N/A
7) Staff handles the complaint in an efficient manner and provides appropriate solutions. (Auditor to
make a complaint). Did he direct you to the hot line where applicable? - O
REMARKS
N/A
8) The visitor book should be kept at a prominent place - O + P (picture to be taken if possible)
REMARKS
Visitor book was at the bill desk.
9) Payment kiosk is functional. (Only at new stores) - O
REMARKS
Payment kiosk was functional.
10) Was the token system well organized and working in an orderly fashion? (Getting the token,
announcement of the numbers, not jumping customers, etc) - O
REMARKS
NA

Service (Complaint Resolution)

Did staff make efforts by asking relevant questions and/ or checking your details in system to arrive at

0/0

N/A

0/0

N/A

Did staff reconfirm whether the solution offered addressed your issue?

0/0

N/A

Did staff check whether he / she could do anything else for you or anymore assistance is required?

0/0

N/A

How would you rate your over-all experience?

0/0

Average

Based on your experience today, would you recommend this store to friends and relatives? (Please rate

0/0

exact problem?
Was your query resolved on the spot by offering instant solution (FTR- First Time Resolution) or in case
request/complaint, were you given SR number with SLA in on branded notepad/standard format? Or
else directed to hotline (where applicable).

NOTE ON SERVICE (COMPLAINT RESOLUTION)

NA

this question with 1 being the Lowest and 10 being the highest)

PHOTOGRAPH

Comment

Address & timings

PHOTOGRAPH

Comment

Exterior

PHOTOGRAPH

Comment

Plan Sheet print out

PHOTOGRAPH

Comment
PHOTOGRAPH

Comment
PHOTOGRAPH

Comment

Leaflet