EE Mystery Shop

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Welcome

• Were you acknowledged within 30 seconds

  Yes

  No

  N/A

• Warm welcome , smile and enthusiasm

  Yes

  No

  N/A

• Did they ask “how are you today”

  Yes

  No

  N/A

• Aware of advisors name

  Yes

  No

  N/A

Explore

• Did the advisor ask enough questions

  Yes

  No

  N/A

• Did the advisor show they listened

  Yes

  No

  N/A

• Did the advisor repeat back and summaries

  Yes

  No

  N/A

Resolve

• Did the advisor take ownership of the query

  Yes

  No

  N/A

• Did the advisor explain next step to resolve

  Yes

  No

  N/A

• During the conversation did the advisor explain/ provide info

  Yes

  No

  N/A

• Was your query resolved

  Yes

  No

  N/A

• Did the advisor explain preventative options to you

  Yes

  No

  N/A

• Was the advisor knowledgeable when dealing with you

  Yes

  No

  N/A

Recommend

• Did the advisor introduce relevant products

  Yes

  No

  N/A

• Were these relevant to your needs

  Yes

  No

  N/A

• Did you receive a demo

  Yes

  No

  N/A

• Did the advisor ask if you were happy to go ahead today

  Yes

  No

  N/A

• Did the advisor explain the next steps if you went ahead

  Yes

  No

  N/A

Exceed

• At the end did the advisor thank you for visiting the store

  Yes

  No

  N/A

• Did the advisor treat you as you expect

  Yes

  No

  N/A

• Did the advisor use what they knew about you to make you feel welcome

  Yes

  No

  N/A

• Did the advisor do one more thing for you today

  Yes

  No

  N/A

• Observations