The document provides observations from a store visit, summarizing the store's merchandising, sales practices, metrics, and recommendations. The store was found to be clean both inside and out with correct merchandising and pricing. Sales advocates were observed demonstrating Cricket's key offerings and programs to customers in a friendly manner. While metrics like adds and revenue were meeting goals, opportunities were identified like improving the store's phone and internet services and focusing on revenue and add goals.

1. MERCHANDISING
Store exterior clean & free of debris
Store interior clean & free of debris
Merchandised per current Planogram
— PPP materials displayed with disclosures
Correct price cards displayed
Live demo devices displayed
Advocates in Cricket Couture with name tag
SALES
Advocates demonstrate (via observation or role play) the following:
Cricket Advantage
Current sales promotions
Phone Payment Plan (PPP)
— must include explanation of deferred interest offer &
loan provider
Cricket referral offer
Cricket Rewards
# of employees working
Going the Extra Smile
Delivering the Cricket Experience
KPI METRICS GROSS ADDS $50/$60 RPM PPP APPS PROTECT WTR
Actual
Goal
OBSERVER NAME: SUB MARKET:
BIZ NAME: LOC ID:
ADDRESS: DATE:
TYPE: v0815 | page 1 of 2
GOING THE EXTRA SMILE
Advocates demonstrate (via observation or role play) the following:
Make an Impression
Be Friendly
Discover Needs
Make a Match
Recommend Solutions
Agree on a Solution
Teach & Personalize
Make a Friend
Sincerely Thank
GOING THE EXTRA SMILE
Observation feedback and recommendations:
STORE FRONT
HANDSET DISPLAY
Ruth Maramba
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
80
Yes
Yes
5
Yes
Yes
Yes
10/13/2015 10:17 AM
Yes
Modern Mode Holdings LLC
Yes
42
Yes
10/13/2015
San Francisco,
61
Direct Exclusive
2
14236100
3251 20th Ave Spc 5540
Yes
0 100
40
37
100% wtr
100%
Yes
70

2. Going the Extra Smile
Delivering the Cricket Experience
OBSERVER NAME: SUB MARKET:
BIZ NAME: LOC ID:
ADDRESS: DATE:
TYPE: v0815 v.1 | page 2 of 2
RECOMMENDATIONS FOLLOW UP DATE
PREVIOUSLY
RECOMMENDED
ADDITIONAL PICTURES
NOTES | SUCCESSES NOTES | OPPORTUNITIES
Observations Distributed to: TSM: ISE:
MARKET SPECIFIC / MISC ITEMS
10/13/2015 10:17 AM
Modern Mode Holdings LLC
Store phone line has been down for a couple of days. Art is
working with Juan to get service back up.
Internet service is slow at the kiosk.
Advice art to change his business card to reflect mmh. See pic
Focus for this week
Rpm and all kpis
Review mtd October 12 numbers with Art
After kiosk moved, numbers has decline. Art mention that he
wants to increase ga. Recommend "manager specials" at the
kiosk. Or happy hour.
14236100
3251 20th Ave Spc 5540
San Francisco,
Direct Exclusive
Ruth Maramba
21422
RUTH MARAMBA
rx5589@us.att.com
ERICKA CASTROTUIA
ec9719@us.att.com