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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.  
Mandatory Question Enquiry Details:
Branch Name
Consultant Name
Researcher's Name
Scenario Used

 
Question 2.  
Evaluation Date

Branch Environment
Question 3.  
Mandatory Question Overall, how clean was the branch?
Selection
Excellent
Selection
Very Good
Selection
Good
Selection
Average
Selection
Poor
Mystery Shopper's Comments

Question 4.  
Mandatory Question Were the consultant's stations clear of clutter and appear to be tidy?
Selection Definitely
Selection Most of the desks were tidy
Selection Some of the desks were tidy
Selection Most of the desks were untidy
Selection All of the desks were untidy
Mystery Shopper's Comments

Question 5.  
Mandatory Question How would you rate the appearance of the consultants, i.e. did you find them to be well groomed?
Selection
Excellent
Selection
Very Good
Selection
Good
Selection
Average
Selection
Poor
Mystery Shopper's Comments

First Impressions
Question 6.  
Mandatory Question Were you acknowledged when you walked into the branch?
Selection I was acknowledged by all Consultants as I entered the branch
Selection I was acknowledged by all Consultants who were not busy
Selection I waited for a short while before I was acknowledged
Selection I waited for quite some time before I was acknowledged
Selection I was not acknowledged
Mystery Shopper's Comments

Question 7.  
Mandatory Question Did the consultant introduce him/herself to ensure that you knew their name?
Selection
Yes
Selection
No
Mystery Shopper's Comments

Question 8.  
Mandatory Question Was your FIRST impression of the consultant very positive? (Please choose one of the options which best describes your initial impression)
Selection
Bored
Selection
Dismissive
Selection
Distracted
Selection
Enthusiastic
Selection
Friendly
Selection
Professional
Mystery Shopper's Comments

Identify Needs, Wants and Expectations
Question 9.  
Mandatory Question Did the consultant ask questions to establish which product/service would meet your needs?
Selection
No
Selection
Yes
Selection
N/A
Mystery Shopper's Comments

Question 10.  
Mandatory Question Overall, did you feel that the consultant explored your needs, wants and expectations?

Selection
Definitely
Selection
To Some Degree
Selection
Definitely Not
Mystery Shopper's Comments

Upsell
Question 11.  
Mandatory Question Did the consultant give you more than 1 option to meet your needs (if applicable)?
Selection
Offered a number of options
Selection
Offered 1 option
Selection
Did not offer any services/products
Selection
N/A
Mystery Shopper's Comments

Question 12.  
Mandatory Question Did the consultant mention any additional products/services {Company} offers?
Selection
Yes
Selection
No
Mystery Shopper's Comments