EE Mystery Shop

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Welcome Me

• Did the member of staff acknowledge the customer upon when they entered the store?

  Yes

  No

  N/A

• Did the member of staff open the conversation in a friendly and welcoming manner?

  Yes

  No

  N/A

Understand my needs

• Did the member of staff ask any open questions to help identify the customers requirements?

  Yes

  No

  N/A

• Did they ask the customer what device / handset they use currently?

  Yes

  No

  N/A

• Did the member of staff specifically ask "what ideally are you looking to get out of your new device / handset"?

  Yes

  No

  N/A

• Did the member of staff ask any questions to help understand the customers budget / how much they were willing to spend?

  Yes

  No

  N/A

• Did the member of staff ask the customer any further questions to help understand the customers lifestyle or interests ?

  Yes

  No

  N/A

• If yes, what did they ask the customer?

  comment

• Did the member of staff ask the customer specifically about any of the following usage requirements?

  Mobile Internet

  Downloading / Watching films

  4G

  Home Inetrnet

  No they did not ask any of these.

• Did the member of staff make eye contact while discussing the customers needs? If yes what colour was the customers eyes?

  Yes

  No

  N/A

Show me and let me try

• Did the member of staff offer the customer a demonstration of a working handset / tablet?

  Yes

  No

  N/A

• During the demonstration did the member of staff point out the key features and functions of the handset / tablet?<br>

  Yes

  No

  N/A

• During the demonstration did the member of staff actually give the handset / tablet to the customer and invite them to look at it?

  Yes

  No

  N/A

• Did this demonstration include the network speed of 4GEE service?

  Yes

  No

  N/A

• Rate the quality of the demonstration you saw.

  Excellent

  Good

  Satisfactory

  Poor

  No Demonstration

Help me learn something new

• Did the member of staff show something new to the customer? If so what did they show the customer?

  Yes

  No

  N/A

• Did the member of staff tell the customer the benefits of being on our network?

  Film Store

  2for1 Cinema

  My EE

  Fast Track press #33

• Did the member of staff ask the customer about clone phone options? If yes what did they discuss?

  Clone Phone upload App Storage

  Find-My-Phone

  24 Hour Replacement

  Did not mention Clone Phone

• Did the member of staff recommend any of the following?

  Clone Phone Lite

  Clone Phone Loaded

  Clone Phone Full Loaded

  Not Sure

  Did not mention Clone Phone

• Did the member of staff ask the customer about home broadband?

  Yes

  No

  N/A

• If Yes, did they proceed to a line check?

  Yes

  No

  N/A

Help me decide

• Did the staff member mention any price plans to the customer?

  Yes

  No

  N/A

• If yes, how may options did they discuss?

  More then 3

  2

  1

  none

• Did the member of staff specifically Recommend any price plan that they felt was right for the customer?

  One Specific Plan

  1+ Price Plan

  No mention of price plans

  Did not discuss price plans

• If yes what did they recommend for the customer?

  Yes

  No

  N/A

• Did the member of staff recommend any accessories?

  Yes

  No

  N/A

Be there if I need you

• Did the member of staff advise the customer of the various types of support?

  Yes

  No

  N/A

• Did the member of staff complete a coverage check?

  Yes

  No

  N/A