Sales BOSS Challenge Checklist
Name: 


A red asterisk (*) indicates required questions.

  1. Agent Name*


  1. Call ID*


  1. Order #*


  1. Customer's Inquiry*
    Pre Sale
    Post Sale
    Price Change
    Price Match
    Parts Order
    Tech Support concerns for in warranty product
    Customer Service Price Protection
    Refund Request
    Order Follow Up
    Others - indicate in Q19


  1. BOSS applied during the call?*
    Yes
    No


  1. Observed BOSS questions used if Yes for Q5
    BOSS opportunities that could have been used if No Q5*


  1. Converted to a Sale?*
    Yes
    No


  1.  Did you have each agent practice what they said back with you?
    Yes
    No


  1.  When they practiced it back, were you confident that they had acquired the handling and could relay it confidently to customers?
    Yes
    No


  1.  Once your agents submit their order, do you review what was on the order and ask them what questions they asked the customers that led to that configuration?
    Yes
    No


  1.  What kind of follow-up did you provide after the order was made?*


  1.  Did the agent relay urgency to buy now since we have the best stock levels and the shelves are bare in retail?*
    Yes
    No


  1.  Did the agent speak to reserving their place in line to get the CTO ordered? The sooner the order is placed, the sooner we will start building it. The factory is first in, first out.*
    Yes
    No


  1.  What objections were not handled well?


  1.  What advice did you give the agent to practice to overcome the objection?


  1. Duration of call*


  1. AHT Opportunities*
    Understanding of the issue
    Active Listening
    Probing
    Providing Options
    Being Direct to the Point
    Product Knowledge Gap
    Ability to process Orders efficiently
    Call Control
    Utilization of Resources
    Ineffective Questions asked


  1. Actions agreed with the agent to be observed in the next call listening*


  1. Other comments





HP HHO Program
Boise, ID