This observation guide supports leaders in assessing Retail Sales Associates across Central Maryland T-Mobile stores. It covers key behaviors such as discovery, personalizing service, guiding the purchase, explaining Why T-Mobile, discussing @Work and MI products, offering prepaid or SCNC solutions, presenting accessories, and recommending handset protection. It also includes prompts for account audits, performance feedback, and signatures from the leader and RSA. Use it to standardize coaching and improve customer experience on the sales floor.
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