CSAT/Ready Now

Accessories

New Activations

Floor Management

Learning and Teaching

Leading by Example

Two factors that go hand-to-hand are CSAT and Ready Now.Providing excellent service is the one thing we truly have control over. Making sure every customer is walking out READY NOW satisfied will guarantee a good CSAT shop. I plan to teach each RC in our store the right way to execute the CSAT/READY NOW speech while using the Ready Now worksheet. My track record in this metric has been consistent month after month and I plan to pass down my knowledge.

Accessories are a very important factor in our metrics, and it has increased as larger percentage of our commission check. We must take advantage of all the promotions like the buy 2 accessories and get 10% off, or 25 % for Premier customers. We should also be taking advantage of our Buyback program to push accessories. Accessories should be sold in bundles, and reps should explain the benefits of purchasing a accessory. I plan to share my selling techniques with my colleagues. Such as knowing when to offer the accessories and how to handle rebuttals.

Net activations play a very important role, if not THE MOST important one in our company Checking to see if customers are eligible to add new lines and capitalizing on the promotions such as BOGO’s, or new sale prices should increase our net activations. Asking customers if they have a laptop to sell the Mobile Broadband Devices NVP and AART are tools that can help the customer save money on their sprint bill. It is also a closing tool that I tend to use when a customer is thinking about adding a line. I plan to teach my RC’s how to use these corporate discounts and how to apply it on the account. I’d also teach them how to set up public sector accounts as well.

Members of the management team should be able to keep the sales floor in order at all times and make sure every customer is being greeted with in 10 seconds. I plan to make sure every RC has their Queues open and make sure customer’s are being put into to the queue. Whenever the store is not busy, all reps should be at the host station ready to help the next customer that walks through the door. I plan to handle customer escalations in a professional matter to the best of my abilities and make sure the customers walk out happy.

I plan to learn as much a possible from back-office and from RSP. Learning those duties of a manager and assistant manager will help me move on to the next plateau. I plan to teach my co-workers the tools that make me an efficient sales rep such as:

AART/NVP FDT WiNNS WIPOD POWER-UP BRIDGE EZBUTTON RST

The most inspiring and effective managers are those who lead by example and establish ethics in the workplace not only through their words, but also their behavior. This requires modeling the kind of work style you want your employees to exhibit. A true leader values the company he/she works for, by making sure that the policies are followed and that the team know how to interpret them. When you have high ethical principles and lead by positive example, you'll increase morale and positive interaction among staff members. You'll also earn your employees' respect and loyalty.

Within the first 30 days of attaining the Lead position, I plan to train the new reps the main objectives that our store follows to maintain the number 1 spot in the area. TTT ( The Triangle Theory). The Triangle meaning Activation, Accessories and CSAT will keeps us at # 1. With 4G launching in our area soon, we should be fully prepared for this launch. I plan get my reps into the habit of asking EVERY customer if they have a laptop so that we can increase our mobile broadband sales. I plan to train as well as role play with my reps and demonstrate how I would offer mobile broadband service. Its time to WOW our customers with the speeds of 4G. We should be offering Mobile Broadband just as much as we explain the CSAT survey.

The Buy-Back program implemented by Sprint is a huge advantage that Sprint has over the other providers and we have not been taking full advantage of it. Our numbers are below the enterprise average and change needs to happen beginning from the source, our sales reps. I plan train my reps how to offer the buy-back program to capitalize on accessories and closing the sale. I plan to show a significant improvement in this metric from my store. Old school sales tactics should be implemented on these customers. It’s time to be aggressive when it comes to selling accessories since there is so much competition out there. Using our promos, hierarchy discounts, and showing the benefits of these accessories is what’s going make the difference to close the sale. THREE accessories should be demonstrated to every customer NO QUESTIONS ASKED. I’ll be monitoring this on the sales floor.

With our 4G service and 4G devices new activations should be breezing through our doors, but its not enough. I plan to team up with our store’s business advocate and brings sales through door. I plan to do this by contacting those businesses that are out on the field from sales force, or are need internet service, and demonstrate the advantages of 4G and convince them to try us out . I plan to distribute specialized flyers which I will create from SmartWorks at businesses that get discounts. I plan to take to more decision making role in store activities such as contacting manufacturer representative such as RIM to come to our store during our playbook meetings for trainings and refreshers on products.

I’ll make sure month after month that our store Audit Ready at all times. By controlling RYG we should do a pretty do job of it, and I plan to take responsibilities. Planogram and displays in our store will always be maintained 100% accurate. Anything needed I plan to be the main person to go to. I also plan to learn as much as possible about the duties of an SM or ASM to alleviate some of the duties that they are responsible for. As a result, I will be ready to obtain my next title in my Sprint Career, Assistant Store Manager. I plan to train and motivate every rep in our store to be highly qualified for a Lead Position in the future.