Region 14 - Mystery shop

• STORE

• TIME / DATE

  Date

• OBSERVER

• Signature to confirm completion and feedback given.

  Sign

• SALES ADVISOR

• Signature to confirm completion and feedback received.

  Sign

WELCOME ME

• Is the store interior clean, tidy and well presented?

  Yes

  No

  N/A

• Were advisors available to help when they entered store?

  Yes

  No

  N/A

• Was customer acknowledged as they entered store or whilst browsing?

  Yes - within 30 seconds

  Yes - whilst browsing

  No - not acknowledged

• How long did it take for customer to be served?

  Select whilst browsing under 1 minute 1-2 minutes 2-5 minutes 5-10 minutes more than 10 minutes

  • whilst browsing
  • under 1 minute
  • 1-2 minutes
  • 2-5 minutes
  • 5-10 minutes
  • more than 10 minutes

• Did they open the conversation in a friendly and welcoming manner?

  Yes

  No

  N/A

• Please rate over quality of welcome

  Excellent

  Good

  Satisfactory

  Poor

• Please explain why you chose this rating?

UNDERSTAND MY NEEDS

• Did the advisor ask OPEN questions to help identify customer requirements?

  Yes

  No - they asked some questions, but they were not open questions

  No - they didn't ask any questions at all

• If they asked any questions, please explain what they asked / said.

• Did they ask what device / handset customer currently uses?

  Yes

  No

  N/A

• Did they specifically ask "what ideally are you looking to get out of a new device / handset"?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did they ask any questions to help understand customers lifestyle / interests?

  Yes

  No

  N/A

• If yes, what did they ask customer?

• Did advisor ask any questions specifically about any of the following requirements?

• Mobile internet

• Downloading / viewing films

• Deezer (music downloads)

• 4G

• Home internet

• No - didn't ask about any of these

• N/A - they didn't ask me any questions

• Did the advisor smile and make eye contact whilst discussing customers needs?

  Yes

  No

  N/A

• Did they listen carefully to customer and give full attention?

  Yes

  No

  N/A

• Did they summarise customer needs (repeating there exact words back to them) back to them?

  Yes

  No - they summarised, but didn't' use exact words

  No - did not summarise at all

  N/A - they did not ask me any questions

• Please rate how well you felt the advisor understood there customers needs?

  Excellent

  Good

  Satisfactory

  Poor

• Please explain why you chose this rating?

SHOW ME AND LET ME TRY

• Did the advisor offer to give a practical demonstration?

  Yes

  No

  N/A

• During demonstration did they point out the key features and functions of the handset / tablet?

  Yes

  No

  N/A

• During the demonstration, did the advisor actually give the customer the handset / tablet to hold and invite to look at?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Please rate the quality of demonstration given.

  Excellent

  Good

  Satisfactory

  Poor

HELP ME LEARN SOMETHING NEW

• Did customer learn anything new today?

  Yes

  No

  N/A

• If so, what did they learn?

• Did advisor mention any of the customer benefits (see list below) of being a customer of theirs?

  Yes

  No

  N/A

• If yes, please specify which they mentioned.

• My EE

• Fast track service - Just press "33"

• 2 for 1 cinema tickets

• Ability to stream films from film store

• Visual voicemail

• Picture messaging

• n/a - did not mention added value services

• Did the advisor talk about clone phone insurance options?

  Yes

  No

  N/A

• If yes, which of the following benefits did they discuss?

• Clone phone upload app storage

• Find-my-phone

• Insurance with 24 hour replacement

• N/A - Did not mention clone phone

• Did they recommend any of the following?

• Clone phone lite

• Clone phone loaded

• Clone phone fully loaded

• Not sure

• N/A - Did not mention clone phone

• Did they ask about the customers broadband services?

  Yes

  No

  N/A

• If yes, did they discuss fibre broadband service, which is typically 10 times faster than the UK average?

  Yes

  No

  N/A

• Did they offer to do a home broadband check for the customer?

  Yes

  No

  N/A

HELP ME DECIDE

• Did the advisor mention / discuss any price/tariffs with customer?

  Yes

  No

  N/A

• If yes, how many options did they discuss?

  More than 3

  3

  2

  1

  N/A - did not discuss any options

• Did the advisor discuss different payment options (payg vs pay monthly)?

  Yes

  No

  N/A

• Did the advisor specifically RECOMMEND any price/tariffs that they felt were right for the customer?

  Yes - recommended ONE specific plan

  Yes - recommended more than one price plan

  No - Did not recommend any price plans

  N/A - did not discuss any options

• If yes, please identify which price plan/tariff they recommended.

• Did you feel the advisor clearly explained why price plans/tariffs they recommended would meet customers needs?

  Yes

  No

  N/A

• If yes, please state what the advisor said regarding how the plans/tariffs would meet customers needs.

• Did the member of staff offer/suggest any accessories?

  Yes

  No

  N/A

• If yes, please specify the accessories that they mentioned.

• Chargers (in car/standard)

• Protective cases

• Hands free kit

• Bluetooth headset

• Speakers / headphones

• Travel kit

• Memory card

• Screen protectors

• Other

• N/A - did not offer/suggest accessories

• Did the advisor clearly explain all of the options / recommendations, avoiding the use of jargon?

  Yes

  No

  N/A

• Did the advisor ask if the customer wanted to go ahead with the solution / range of options today?

  Yes

  No

  N/A

• If customer wasn't going to purchase / go ahead today and would go away and think about it, did they:

  Establish why they didn't want to go ahead

  Attempt to overcome objections

  Make no attempt to establish why customer would not be proceeding

  N/A - they didn't ask if customer wanted to go ahead

• Did you feel the advisor ended the enquiry on a positive note?

  Yes

  No

  N/A

• Please rate the quality of information and advice the advisor gave?

  Excellent

  Good

  Satisfactory

  Poor

• Please explain why you gave this rating:

BE THERE IF I NEED YOU

• Did the advisor explain any of the following ways they can get help as an EE customer?

• Free App installed on your phone

• Expert help in store

• Online support

• Telephone helpline

• Text support service

• No - did not mention any of the above

• Did the advisor offer a network coverage check as part of enquiry?

  Yes

  No

  N/A

• If not, do you feel this would have helped customer make a decision?

  Yes

  No

  Unsure

• We're you happy the customer was reassured that EE would look after them?

  Yes

  No

  N/A

• If yes or no, please explain

WOULD I SPEND AND RECOMMEND

• Did the customer purchase today?

  Yes

  No

  N/A

• Based on service demonstrated today how likely are they to recommend?

• Please explain why you have given the above rating.