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Observation Form
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Floor Coaching

Inside the
Observation Form.

A guided walk through every stage — what you're watching for, and what good actually looks like on the floor.

4 Stages 20+ Checkpoints 1 Coaching Tool
The Model

The form isn't the lesson.

The observation is. This walkthrough shows you how to use the form to spot real behaviors and coach the rep while the interaction is still fresh.

It follows the company's interaction model in order — Happily Greet, Ask Questions, Recommend Services, Thank Customers. Let's walk every stage, and what good looks like when you're standing on the floor watching it happen.

Setup

Before you watch.

Three fields: Name, Date, Manager. Fill these in before the observation starts so your attention is on the interaction, not the paperwork.

What good looks likeYou're positioned to watch a full interaction start to finish — not dropping in halfway through.
Stage 01HAPPILY GREET

Give a name, get a name.

Five checkpoints: Greet, Premium Welcome, the app, TFB / Work Perks, Home Internet Validation. This is the first ten seconds and it sets everything after it.

What good looks likeThe rep steps onto the floor, introduces themselves, asks for the customer's name, and runs the full opening sequence. This should feel intentional — not a rushed "what can I help you with?"
Stage 02ASK QUESTIONS

Lead with open-ended questions.

One checkpoint with weight: did they ask open-ended questions to uncover rate plan, feature, Tablet, accessory, and device needs?

What good looks likeThe goal is to uncover needs, not run through a checklist. Yes/no questions can confirm details, but discovery should start with questions that make the customer explain their situation — "Tell me more about…", "Show me how you…", "Walk me through…"
Stage 02NEW CUSTOMER

The new customer path.

For a new customer, listen for whether the rep checks coverage, asks what the customer pays today, uncovers why they're considering switching, and connects the right promotion to the customer's needs.

What good looks likeThe rep builds a switching case with the customer's own numbers — not a generic "the brand is great" pitch.
Stage 02EXISTING CUSTOMER

The Expert Review.

For an existing customer, the rep should treat the interaction like an account review, not just a transaction. Check the app status, look for reduce-and-replace opportunities, review qualifying promos, check upgrade options and EIP balances, and use the app In-Store Mode when walking the customer through upgrade choices.

What good looks likeThe rep finds something the customer didn't walk in asking for.
Stage 03RECOMMEND SERVICES

A complete solution.

Did they confidently recommend across Plan, Protection, Tablet, Home Internet, TFB, Accessories? Tablet and Home Internet should both be considered during Recommend Services — a complete recommendation means the rep looked for both opportunities and connected them when they fit the customer's needs.

What good looks likeThe recommendation opens with "Based on what you told me, I recommend…" — tied to discovery, not a product dump.
Stage 03RECOMMEND SERVICES

Bundle the price.

Did they state the complete solution price — upfront and monthly — out loud?

What good looks likeYou hear it said with confidence: "Today your total for everything is only… and monthly for everything is only…" No flinching at the number.
Stage 03RECOMMEND SERVICES

Explain it, then close.

Did they correctly explain bundle pricing, promos, and offers — then ask for the sale using a closing statement? Direct, Assumptive, or Either/Or.

What good looks likeThe rep actually asks for the sale. The most common floor miss isn't a bad pitch — it's never closing.
Stage 03RECOMMEND SERVICES

Overcome the objection.

When the customer pushed back, did the rep restate the concern and explain what's in it for the customer — the why they need it?

What good looks likeThe rep restates the concern, connects the value back to what the customer said they needed, and keeps the conversation moving — they don't fold the second they hear "let me think about it." "Totally fair. You mentioned you're worried about the monthly cost. Let me show you why this still makes sense based on what you told me about…"
Stage 04THANK CUSTOMERS

Walk them out working.

Four checkpoints: set them up to Walk Out Working, billing transparency & proration, explain CSAT with Issue Resolution: YES, and ask for referrals.

What good looks likeThe customer leaves with everything installed and working, knows what their bill will be, and was actually asked for the survey and a referral.
The Read

Now read it top to bottom.

Every box represents something you can actually observe. The form is not just a scorecard — it's your coaching map for the conversation after the customer leaves.

What good looks likeYou can point to a specific box and a specific moment — "right here, when they said they were just looking" — not a vague "be more consultative."
Sales Floor Observation Form
FULL FORM
Sales FLOOR Observation Form
Name
Date
Manager
Happily GreetGive a name, get a name!
Greet
Premium Welcome
the app
TFB / Work Perks
Home Internet Validation
Ask QuestionsAsk open-ended questions to uncover needs.
Asked open-ended questions to understand rate plan, feature, Tablet, accessory, & device needs.
Comments     (Tell me more about…) (Show me how you…) (Can you walk me through…?)
New Customer
Check coverage where the customer lives, works, and travels.
Identify how much the customer currently pays for service (Competitive Account Audit).
Explain Why the company & the benefits of switching.
Identify potential promos that match the customer's needs.
Existing Customer
Pull up the customer's account & complete an Expert Review:
Check the app Status and ensure the app Ready
Find opportunities to reduce & replace
Identify potential promos they qualify for
Look for upgrade opportunities (old devices) & check EIP balances that can be paid off early & replaced w/ new EIP
Use the app In-Store Mode to walk the customer through their upgrade options.
Comments
Recommend ServicesResolve customer needs: recommend personalized solutions. "Based on what you told me, I recommend…"
Confidently recommend a complete solution based on the customer's needs.
Plan
Protection
Tablet
Home Internet
TFB
Accessories
Comments
Bundle the price of the complete solution upfront and monthly.
Comments     "Today your total for everything is only… and monthly for everything is only…"
Correctly explain bundle pricing, promos, and offers.
Comments
Ask for the sale using closing statements.
Direct Close: "Let's get that added to your account."
Assumptive Close: "Which color do you want?"
Either/Or Close: "Do you want this or that?"
Comments
Overcome objections by restating their concerns and explaining what's in it for the customer (why they need it).
Comments
Thank CustomersShow customer appreciation and offer a genuine thank you.
Set up the customer so they Walk Out Working
Review billing expectations and be transparent in pricing and proration.
Explain CSAT survey and ask if their issue has been Resolved // Issue Resolution: YES!
Thank the customer for their business and ask for Referrals.
Comments
The Point

Check what you saw.
Coach what you checked.

An observation form you do not coach from is just paperwork. The boxes only matter if the rep hears the feedback while the interaction is still fresh.

Rule 01
Check what you actually saw — not what you assume a good rep probably did.
Rule 02
Write comments that name the moment — the words, and the customer behavior.
Rule 03
Debrief the same day. If you wait until next week, the moment is gone.
Rule 04
End with one behavior to keep and one to improve. That is the coaching moment.