| ITEM | YES | NO | N/A | |
| 1 | Did the agent open the interaction with an energetic an enthusiastic tone of voice, introducing with their name and asking for assistance? Within the first 10 seconds | 4 | 0 | 4 |
| 2 | Did the agent validate the callers name and enter the information correct on the system? | 4 | 0 | 4 |
| 3 | Did the agent validate the phone number and enter the information correct on the system? | 4 | 0 | 4 |
| 4 | Did the agent validate the address and enter the information correct on the system? | 4 | 0 | 4 |
| 5 | Did the agent validate the email and enter the information correct on the system? | 4 | 0 | 4 |
| 6 | Did the agent ask if the client was the renter or owner? | 4 | 0 | 4 |
| 7 | Did the agent ask probing questions to determine the client needs, characteristics and clinet situation to prequalify the offer? | 4 | 0 | 4 |
| 8 | Did the agent validate the DOB, SSN, ITIN and/or previous address? | 4 | 0 | 4 |
| 9 | Did the agent complete the credit check disclosure if applicable? | 4 | 4 | |
| 10 | Did the agent provide the offer complete, including brand, price, benefits, features and characteristics? | Strong: 6 Weak: 3 | Autofail (0 for all interaction) | Strong: 6 Weak: 3 |
| 11 | Did the agent assume the sale? | 6 | 0 | 6 |
| 12 | Did the agent overcome to the client objections properly? | 6 | 0 | 6 |
| 13 | Did the agent follow the T&C protocol? | 4 | 0 | 4 |
| 14 | Did the agent provide all expectations about the installation, date, time, self/pro, additional details? | 6 | 0 | 6 |
| 15 | Did the agent complete the pitch for the Broadband label? | 4 | 0 | 4 |
| 16 | Did the agent recap the process during the interaction? | 4 | 0 | 4 |
| 17 | Did the agent complete the pitch/transfer protocol for Nordic or Vivint? | 4 | 0 | 4 |
| 18 | Did the agent demonstarte urgency to assist, by using the correct hold time, dead air and address the client concers timely? | 4 | 0 | 4 |
| 19 | Did the agent built rapport and engage with the client? | 4 | 0 | 4 |
| 20 | Did the agent close the interaction with a friendly tone of voice and give the welcome to our family? | 4 | 0 | 4 |
| 21 | The disposition selected by the agent was the correct one? | 4 | 0 | 4 |
| 22 | Did the agent use the correct communication and professional skills? | 4 | 0 | 4 |
| 23 | Did you identify any ZTP? | Autofail (0 for all interaction) | 0 | 0 |
| 24 | Did the agent attempt to cross sale? | 4 | 0 | 4 |
