Checklist template

Wireless store activation and service operations

A ready-to-use checklist with 110 items in 6 sections, covering Greeting, Needs assessment, Activation, Data transfer, Accessories, Follow-up. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 110 Items
  • 94 Yes / No checks
  • 6 Scored ratings
  • 124 Points

Use this template How audits work

1. Greeting 13 items

  1. Each customer is greeted at the door within 30 seconds of entering Yes / No 1 pt
  2. The customer's name and reason for visit are entered in the queue system on arrival Yes / No 1 pt
  3. Customers are told their place in line or the estimated wait Yes / No 1 pt
  4. The queue display or check-in tablet at the entrance is working Yes / No 1 pt
  5. Customers paying a bill or collecting an online order are directed to the fast lane or self-service kiosk Yes / No 1 pt
  6. Waiting customers have seating that does not block the demo tables Yes / No 1 pt
  7. Customers are called in the order of the queue, apart from booked appointments Yes / No 1 pt
  8. Booked appointments are started within 10 minutes of the appointment time Yes / No 1 pt
  9. The representative gives their name when starting with the customer Yes / No 1 pt
  10. The staffing at the time of the visit matches the posted schedule Yes / No 1 pt
  11. Customers waiting at the time of the visit Number
  12. Longest wait in the queue system today (minutes) Number
  13. Wait management at the entrance Rating
    • Every customer checked in and informed of the wait 5 pts
    • Checked in but not told the wait 3 pts
    • No check-in, customers wait unacknowledged 1 pt

2. Needs assessment 17 items

  1. The representative asks who will use each line on the account Yes / No 1 pt
  2. The representative asks how the customer uses the phone (video streaming, hotspot, travel, work) Yes / No 1 pt
  3. Current data usage is reviewed on the account or the customer's bill before a plan is proposed Yes / No 1 pt
  4. Network coverage at the customer's home and work addresses is checked on the coverage map Yes / No 1 pt
  5. The representative asks about the customer's current device and what they dislike about it Yes / No 1 pt
  6. The plan proposed matches the usage found, not the highest-priced plan by default Yes / No 1 pt
  7. The full monthly cost, with taxes, fees and device payments, is shown before the customer agrees Yes / No 1 pt
  8. The first-bill amount, with prorated charges and any one-time activation fee, is explained Yes / No 1 pt
  9. Promotional pricing is explained with its end date and the price afterward Yes / No 1 pt
  10. The length of the device financing agreement and the balance due on early cancellation are explained Yes / No 1 pt
  11. Trade-in credit is explained as a one-time credit or monthly bill credits, whichever applies Yes / No 1 pt
  12. Roaming and international options are raised when the customer mentions travel Yes / No 1 pt
  13. A customer bringing their own device has its compatibility and unlock status checked before a plan is sold Yes / No 1 pt
  14. The representative checks whether the customer's number can be ported before promising a date Yes / No 1 pt
  15. A printed or emailed summary of the offer is given to a customer who wants to think it over Yes / No 1 pt
  16. No line, feature or insurance is added to the account without the customer asking for it or agreeing to it Yes / No 1 pt
  17. Quality of the needs assessment observed on one sale Rating
    • Usage, coverage and full cost all covered 5 pts
    • Plan explained but usage or coverage not checked 3 pts
    • Product pitched without questions 1 pt

3. Activation 27 items

  1. Government-issued photo identification is checked against the account holder before any account change Yes / No 1 pt
  2. The person at the counter is confirmed as the account holder or an authorized user on the account Yes / No 1 pt
  3. The account PIN or security passcode is requested for changes to an existing account Yes / No 1 pt
  4. The credit check is run only after the customer gives consent Yes / No 1 pt
  5. Identification is not photocopied or photographed beyond what company policy allows Yes / No 1 pt
  6. The customer's port-out PIN and account number from the previous carrier are entered by the customer or read back for accuracy Yes / No 1 pt
  7. The IMEI on the box is scanned, not typed, into the activation system Yes / No 1 pt
  8. The SIM or eSIM is activated and a test call is placed before the customer leaves Yes / No 1 pt
  9. A test text message is sent and received on the new line Yes / No 1 pt
  10. Mobile data is confirmed working on the new line with Wi-Fi switched off Yes / No 1 pt
  11. Voicemail is set up with the customer Yes / No 1 pt
  12. SIM swaps on an existing line follow the extra verification steps set by company policy Yes / No 1 pt
  13. The service agreement is reviewed on screen with the customer before signature Yes / No 1 pt
  14. The customer signs the agreement personally; the representative never signs or taps on the customer's behalf Yes / No 1 pt
  15. A copy of the agreement and the critical terms summary is emailed or printed for the customer Yes / No 1 pt
  16. Device protection is offered with its monthly price and deductible stated Yes / No 1 pt
  17. The return and exchange period and any restocking fee are stated at the sale Yes / No 1 pt
  18. The customer's online account or carrier app is set up, with the customer entering their own password Yes / No 1 pt
  19. Paperless billing and automatic payment are enrolled only with the customer's agreement Yes / No 1 pt
  20. Representatives log in to the activation system with their own credentials Yes / No 1 pt
  21. Screens showing customer account details are turned away from other customers Yes / No 1 pt
  22. Paper carrying customer information is placed in the locked shred bin, not the trash Yes / No 1 pt
  23. Activations cancelled or reversed within the return period are reviewed weekly by the store manager Yes / No 1 pt
  24. Activations completed today at the time of the visit Number
  25. Activations reversed or cancelled in the last 30 days Number
  26. Identity verification on 5 recent account changes sampled Rating
    • Identification and PIN recorded on all 5 pts
    • Missing on 1 3 pts
    • Missing on 2 or more 1 pt
  27. Disclosure of contract terms observed Rating
    • Monthly cost, term, fees and return period all stated 5 pts
    • One element missed 3 pts
    • Customer signs without explanation 1 pt

4. Data transfer 17 items

  1. The representative asks whether the old phone is backed up before starting Yes / No 1 pt
  2. The customer is told how long the transfer is expected to take Yes / No 1 pt
  3. Contacts, photos and messages are confirmed present on the new phone before the old one is erased Yes / No 1 pt
  4. The customer enters their own cloud account and email passwords during setup Yes / No 1 pt
  5. Banking and two-factor authenticator apps are raised, and the customer is told they must be re-enrolled Yes / No 1 pt
  6. Messaging app chat history is transferred with the customer following the app's own backup steps Yes / No 1 pt
  7. The old phone is signed out of its cloud account before trade-in or reset Yes / No 1 pt
  8. The old phone is factory reset only after the customer confirms the transfer is complete Yes / No 1 pt
  9. The old SIM card is returned to the customer or destroyed in front of them Yes / No 1 pt
  10. Memory cards are moved to the new phone or handed back to the customer Yes / No 1 pt
  11. The transfer station has working cables for both the USB-C and the older connector types Yes / No 1 pt
  12. Customer phones are never taken to the back room during transfer Yes / No 1 pt
  13. Employees do not open the customer's photos, messages or apps beyond what the transfer requires Yes / No 1 pt
  14. A fee for data transfer, where charged, is stated before the work starts Yes / No 1 pt
  15. Software updates on the new phone are started on store Wi-Fi before the customer leaves Yes / No 1 pt
  16. The customer is shown how to switch between the eSIM and physical SIM lines when both are in use Yes / No 1 pt
  17. Transfer outcome on the sale observed Rating
    • Complete and verified with the customer 5 pts
    • Complete but not verified 3 pts
    • Customer leaves with data missing 1 pt

5. Accessories 17 items

  1. A case and screen protector that fit the model sold are proposed at the sale Yes / No 1 pt
  2. The representative installs the screen protector at the installation station when the customer buys one Yes / No 1 pt
  3. The screen protector installation station is clean, with alignment trays for current models Yes / No 1 pt
  4. A charger is proposed when the phone ships without a power adapter Yes / No 1 pt
  5. Accessories proposed relate to the uses the customer described Yes / No 1 pt
  6. The representative fits the case on the new phone for the customer before they leave Yes / No 1 pt
  7. The representative checks the installed screen protector for bubbles and dust before handing over the phone Yes / No 1 pt
  8. Charger and case compatibility (wattage, magnetic charging, camera cutouts) is checked against the model sold Yes / No 1 pt
  9. The customer is told the return terms for opened accessories where they differ from the device's Yes / No 1 pt
  10. Screen protectors replaced under the store's protector guarantee are logged against the original receipt Yes / No 1 pt
  11. Accessory sales on new activations are tracked per representative on the daily sales report Yes / No 1 pt
  12. Cases for the 5 best-selling phone models are in stock Yes / No 1 pt
  13. Accessories added to device financing are shown as a separate line with their monthly amount Yes / No 1 pt
  14. Accessory bundles are rung with the bundle discount the customer was quoted Yes / No 1 pt
  15. Returned accessories with opened packaging are kept apart from new stock Yes / No 1 pt
  16. Accessory items per phone sold, month to date Number
  17. Accessory offer observed on one sale Rating
    • Matched to the customer's uses and installed at the counter 5 pts
    • Offered as a list, not linked to the customer's needs 3 pts
    • Not offered 1 pt

6. Follow-up 19 items

  1. The customer receives the representative's name and the store phone number before leaving Yes / No 1 pt
  2. The customer is told when the first bill will arrive and its expected amount Yes / No 1 pt
  3. Number ports not completed at the sale are tracked on a list until they complete Yes / No 1 pt
  4. Customers with a pending port are called when the number transfers Yes / No 1 pt
  5. Customers are called or texted within 3 days of activation to check the service works Yes / No 1 pt
  6. Follow-up contacts are recorded in the customer notes of the account Yes / No 1 pt
  7. Customers consented to marketing contact before being added to a follow-up list Yes / No 1 pt
  8. Trade-in devices to be mailed by the customer are followed until received Yes / No 1 pt
  9. Promised bill credits are verified on the account after the first bill Yes / No 1 pt
  10. Backordered devices have a recorded customer contact at least once a week Yes / No 1 pt
  11. Customer complaints escalated to the carrier have a case number noted in the account Yes / No 1 pt
  12. Unresolved complaints older than 7 days are reviewed by the store manager Yes / No 1 pt
  13. Customer satisfaction survey results are posted or reviewed with the team each month Yes / No 1 pt
  14. Low survey scores are answered with a call from the store manager within the time set by company policy Yes / No 1 pt
  15. Pending number ports older than 3 days Number
  16. Customer satisfaction score for the last month Number
  17. Date of the last team review of survey results Date
  18. Name of the manager on duty Short text
  19. Comments and corrective actions Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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