Ejemplo De Mistery Shopper

CUSTOMER SERVICE ASSESSMENT
MS Ref No:
Date:

Site:
/

/

Brighton

Cambridge

Guildford

Kensington

Time:

Agent:

Gender of agent: male

female

You are asked to visit thestore on the day agreed. On entering the shop, give staff the opportunity to
make eye contact but don't approach them directly. Have a general objective in mind (laptop, Ipod etc)
but if approachedbe vague about exactly which model you're looking for.
If not approached after 5 minutes approach an assistant and tell them what you are looking for.
Whatever the outcome, make a note of theoptions you've been given and say you're not quite sure and
you'll consult your partner and come back tomorrow if you've made up your mind.

Section A: Welcome

Comments

1. Shop window:
attractiveokay
unattractive
2. Number of customers in shop:
3. Number of staff visible:
4. Acknowledged with a smile or greeting?

Yes

No

5. What were staff doing:
watching for new customers/anyone needing help
restocking / tidying racks / other admin work
chatting with each other, ignoring customers
no staff visible
6. Were you approached by a staff member:
on entering shop
(tick allthat apply)
while browsing
not approached at all
7. First impressions of shop:
warm, friendly and welcoming
okay
cold, unfriendly, unwelcoming
8. Was the layout /display:
attractive, easy tolocate what you are looking for
okay but nothing special
unattractive /difficult to find anything

© Mystery Shoppers Ltd

Assessment Form

Section B: Selling Skills
Comments

Whenapproached, be vague about what you're looking for.
1. Assistant asked questions to clarify needs?

Yes

No

2. Listened and responded to answers?

Yes

No

3. Presented choice of items toconsider?

Yes

No

4. Good knowledge?

Yes

No

5. Handled objections and suggested alternatives?

Yes

No

6. ADD-ON SALES - products offered such as
carrying case, extended warranty?...