Mystery shopper Staff Evaluation

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Acknowledgement & Greeting

• Where customers acknowledged appon entry?

  Yes

  No

  N/A

• How long did the customer have to wait until they were served (bear in mind the staff could be busy serving other customers)

  Yes

  No

  N/A

• How was the customer greeted?

  Yes

  No

  N/A

• Did the team member use a friendly greeting?

  Yes

  No

  N/A

• What greeting was used on approach?

  Yes

  No

  N/A

• Staff Members name who served the customer:

  Yes

  No

  N/A

• Did the team member ask open open ended questions to build rapport?

  Yes

  No

  N/A

• Do you feel the customer felt welcomed in to the store

  Yes

  No

  N/A

• Describe the staffs member's manner and tone.

  Yes

  No

  N/A

Customer Needs

• Did the staff member appear to be genuinely interested there painting project

  Yes

  No

  N/A

• Did the staff member ask questions to determine their needs

  Yes

  No

  N/A

• How good was the advice given by the staff member

  Yes

  No

  N/A

• Did the staff member offer Berger paint as an option?

  Yes

  No

  N/A

• Did the staff member adequately answer their questions?

  Yes

  No

  N/A

• Was all information given in a positive manor?

  Yes

  No

  N/A

• Additional Comments:

Multiple Sales:

• Did the staff member offer any products that were on sale?

  Yes

  No

  N/A

• Did the staff member offer any additional accessorise products? (Brushes, rollers, gaps etc)

  Yes

  No

  N/A

• Did the staff member offer and additional Paint Products (ceiling white, undercoat, trip)

  Yes

  No

  N/A

• Did the staff member simply just comment on accessories like " have you got brushes etc" or did they imply "you should use a xxxx with this product"?

  Yes

  No

  N/A

• Wallpaper Sale:<br>Did the staff member offer tools to complete this project

  Yes

  No

  N/A

• How much was this sale

  $0-$99

  $100-$149

  $150-$200

  over $200

• Additional Comments:

Paint Club:

• Did the staff member ask if the customer was a Paint Club Member?

  Yes

  No

  N/A

• We're ALL the benefits of Paint Club explained to the customer

  Yes

  No

  N/A

• Email address obtained?

• 5% off Paint

• 10% off Accessories

• Colour Recording Facility?

• Communications tool - Project Nights, Promotions etc

• On-line member updates using the last 6 digits of their Paint Club number (on back of card)

• Are there adequate Paint Club POS in this store:<br>A1 Posters, A3 counter mats, brochures etc

  Yes

  No

  N/A

• Additional Comments: