Telecom
Check what customers are told when they choose a plan.
Plans are complicated and sales targets are real. The template checks whether staff explain options fairly, set devices up and handle a complaint properly.
What gets checked
5 stages · 44 questions · 3 scenarios
- Store arrival
- Queue ticket, wait time, greeting
- Needs
- Usage asked about before a plan is offered
- Plan advice
- Price, contract length and fees stated clearly
- Device
- Set up offered, data transfer, accessories
- Support
- Fault diagnosed, ticket number, timeframe
- Digital
- App and chat give the same answer as the store
Scenarios in the template
New line
Ask for a postpaid plan that suits light use.
Upgrade
Upgrade a device and ask about trade-in.
Complaint
Report a billing error and follow it through.
What you get back
Store scores with mis-selling risks flagged, and the same questions answered across store, app and chat.
The client dashboard, shown here with the shopping malls program.
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