Docomo - SamplQe Report

8/18/2019 Docomo - SamplQe Report

1/12

QUESTION SCORE ANSWER

te shop performed 5/2/2016

yFriday

e Of Arrival 17:00

e of Departure 17:20

el of Business Activity Moderate0/0

stomer type: New customer0/0

enario: Post Pay SIM0/0

ME & DESCRIPTION OF STAFF

s the price list Monitor Talker present at the bill desk? Yes0/0

Was the exterior signage clean, clear and distinctly visible? Was the signage lit in the evenings? - O Yes2/2

MARKS

Was the store entrance clean? - O Yes1/1

MARKS

Front door glass free of marks and finger prints. - O Yes1/1

MARKS

Apart from the approved glass stickers (visual), no other stickers to be present on the glass. - O Yes1/1

MARKS

Store timings, registered address and directory visible at entrance. - O + P (picture to be taken if

sible)

Yes1/1

Sandeep - heavy built, dark complexion and about 5.5 in height

st Impression 82% (14/17)

External signage was clean and properly visible.

Store entrance was neat and clean. No foot prints were present.

Front glass door was clean without any fingerprints on it. Push and pull sticker was clearly visible.

No unapproved stickers were seen.


2/12

MARKS

Was the store interior well lit? - O Yes1/1

MARKS

The Brand Wall fixture is neat and prominent (Only one wall in the store, not hidden behind any

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

Yes1/1

MARKS

Was the store area clean (floor, walls, ceilings, doors), clutter free (no helmets, laptop bags, other

s etc around) - O

No0/2

MARKS

All Sales advisor tables to have a tent card and/or acrylic stand, counter mat and monitor talker

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

Yes1/1

MARKS

Leaflets (voice plans, Walky, Photon, handset) available in sufficient quantity. - O + P (picture to be

en if possible)

Yes1/1

MARKS

Solution desk (wherever applicable) should have a demo unit of Walky and Laptop. Yes1/1

MARKS

Store directory was present and clearly visible at the entrance. Registered address and store timings were seen.

Store had enough daylight and everything was clearly visible. No lights were switched on as there was enough daylight.

Brand wall fixture was neat and was clearly visible.

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 extinguish

was also kept near that wall. Rest all tables and waiting area was clean.

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

monitor talker was also available in store.

eaflets were placed on both side of the store and were available in sufficient quantity as well.

Solution desk had a laptop available.


3/12

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

oons on the ceilingb) Danglers on the ceilingc) Shop front bannersd) Floor brandinge) Water

penser in customer premises area.

Yes1/1

MARKS

Store must NOT have following items inside/outside the store- O + P (picture to be taken if

sible)a) One way vision b) Paper print outs stuck on glass c) Flanges) d) Gate Arches

Yes1/1

MARKS

Each SA to have a Docomo branded notepad. - O Yes1/1

MARKS

Were all staff neatly groomed and in uniform? Staff to be groomed in plain denims (no faded / worn

look, etc), company t-shirt and prescribed sneakers. Neck tag (id card) to be clearly visible- O

No0/1

MARKS

Did the staff acknowledge / greet you within 1 minute of arrival? - O Yes1/1

MARKS

When you went to the counter to ask for assistance, did the staff attend to you immediately? - O Yes1/1

MARKS

No foul body / mouth odour perceived? Yes1/1

Not available.

Not available.

Docomo branded notepad was present with the executive.

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

xecutive was not wearing any ID card or name tag.

stomer Experience 100% (10/10)

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

gent to wait. After about one minute he called the agent at the desk and asked the agent the requirements.

Assistance was immediate as the other customer was done.


4/12

MARKS

Was there sufficient time spent by the staff with you, to answer your query. (Please mention the time

minutes.) - D

Yes1/1

MARKS

No interruptions while you were talking / staff did not leave you waiting without seeking permission. - Yes2/2

MARKS

Check none of the staff engaged in Mobile conversation, personal chat or distracting side work? - O Yes1/1

MARKS

Staff is polite and helpful and shows courtesy while attending to customers. Yes1/1

MARKS

Did the staff thank you at the end of the interaction? Yes1/1

MARKS

Temperature comfortable in the store. - O Yes1/1

MARKS

Did the staff establish the reason for visit? - D Yes1/1

MARKS

No foul body or mouth odor perceived.

About 10 minutes time.

Staff did not leave in between without seeking permission.

No staff was engaged in mobile conversation.

Staff was polite. He seemed knowledgeable and professional as well.

Staff thanked the agent as the agent was leaving the store.

Temperature inside the store was comfortable.

aff Salesmanship 85% (11/13)

Staff asked what the agent was looking for and helped the agent with it.


5/12

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

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

Yes2/2

MARKS

Did the staff check if you are currently using any DoCoMo product/services? - O Yes1/1

MARKS

Was the staff attentive,(did he repeat or reconfirm the requirement) made eye contact and understood

r need? - O

Yes1/1

MARKS

Did the staff recommend / offer an appropriate solution proactively and give a choice of plan /

ducts and atleast 2 options were provided? - S

No0/1

MARKS

Did the staff explain the features and benefits of each of the plan / product shown and was he able to

t in a convincing manner? - S

Yes1/1

MARKS

Adequate information / plans / products offered without heavy prompting.- O Yes1/1

MARKS

Did the staff use a product file or any other point of sale material during the discussion / product

lanation? - S

Yes1/1

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 b

STD+L usage.

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

sing Docomo and was currently using Vodafone.

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.

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

hough the agent asked for the same.

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

uitable answers to the questions posed.

Executive was confident and tried to close the sale without any prompting.


6/12

MARKS

Did the staff appear knowledgeable, clear and confident about the various plans / products? - S Yes1/1

MARKS

Were you offered alternate solutions when you rejected a plan / product? - O + S No0/1

MARKS

Did staff attempt to close the sale by suggesting the best plan ( Staff to tell the customer that this

uld suit the best and ask if the customer would like to go for the same - Trial closure)

Yes1/1

MARKS

Staff ensures that you carry some brochures/leaflets or written material from the Docomo store. Yes1/1

MARKS

Were you informed on the process of activation?-O Yes1/1

MARKS

Probing sheet being filled by sales advisor and/or some relevant questions being asked by Sales

visor. (This could be jotted down or put into a soft copy. When more than 10 customers are present in

store the details will be captured in writing only) - O

Yes1/1

MARKS

n case of no billing, did he ask you if he could follow up at a later date or alternatively in case of non

ilability did he ask you to check after a certain number of days?

No0/1

Only the plan sheet was sheet was used to explain the plans - photograph attached.

Staff was very confident and seemed knowledgeable as well.

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.

50 was stated as the best plan for the agent.

Agent was provided with the plan sheet. (copies attached)

osing and Last Impression 80% (4/5)

Agent was informed about the activation process. The executive said post verification the sim card will be immediately activated within 24 hours.

Agent's name and number was captured.


7/12

MARKS

Was an accurate printed bill presented at the end of the transaction. - O N/A0/0

MARKS

Was the billing transaction completed in 5 minutes. (if any)- O N/A0/0

MARKS

Were all relevant documents collected - proof of address, proof of identity, photograph, customer

uisition form which is filled and signed by the customer, assisted by staff. - O + S

N/A0/0

MARKS

Staff handles the complaint in an efficient manner and provides appropriate solutions. (Auditor to

ke a complaint). Did he direct you to the hot line where applicable? - O

N/A0/0

MARKS

The visitor book should be kept at a prominent place - O + P (picture to be taken if possible) Yes1/1

MARKS

Payment kiosk is functional. (Only at new stores) - O Yes1/1

MARKS

Was the token system well organized and working in an orderly fashion? (Getting the token,

ouncement of the numbers, not jumping customers, etc) - O

N/A0/0

MARKS

Staff did not ask the same for a follow up call.

N/A

N/A

N/A

N/A

Visitor book was at the bill desk.

Payment kiosk was functional.

NA


8/12

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

ct problem?

N/A0/0

s your query resolved on the spot by offering instant solution (FTR- First Time Resolution) or in case

uest/complaint, were you given SR number with SLA in on branded notepad/standard format? Or

e directed to hotline (where applicable).

N/A0/0

staff reconfirm whether the solution offered addressed your issue? N/A0/0

staff check whether he / she could do anything else for you or anymore assistance is required? N/A0/0

TE ON SERVICE (COMPLAINT RESOLUTION)

w would you rate your over-all experience? Average0/0

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

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

70/0

rvice (Complaint Resolution)

NA


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OTOGRAPH

mment Address & timing


10/12

OTOGRAPH

mmentExterior


11/12

OTOGRAPH

mmentPlan Sheet print


12/12

OTOGRAPH

mmentLeaflet

OTOGRAPH

mment

OTOGRAPH

mment

Docomo - SamplQe Report

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