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Mystery Shopper Template - On-site Branch Evaluation
The purpose of this Mystery Shop evaluation is to establish if staff are listening to the buying signals of customers and optimizing on the sales potential, offering to upgrade the client's purchase and offer additional services based on her available budget and obtaining some form of commitment from the customer.
The notes in each section may be used in your report to educate staff on what the Mystery Shopper is assessing.
Question 1.
Enquiry Details:
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Question 2.
Overall, how clean was the branch?
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Question 3.
Were the consultant's stations clear of clutter and appear to be tidy?
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Question 4.
How would you rate the appearance of the consultants, i.e. did you find them to be well groomed?
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Question 5.
Were you acknowledged when you walked into the branch?
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Question 6.
Did the consultant introduce him/herself to ensure that you knew their name?
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Question 7.
Was your FIRST impression of the consultant very positive? (Please choose one of the options which best describes your initial impression)
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Identify Needs, Wants and Expectations
Question 8.
Did the consultant ask questions to establish which product/service would meet your needs?
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Question 9.
Overall, did you feel that the consultant explored your needs, wants and expectations?
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Question 10.
Did the consultant give you more than 1 option to meet your needs (if applicable)?
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Question 11.
Did the consultant mention any additional products/services {Company} offers?
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