Retail Mystery Shopper Checklist

• Store Name

• Date and Time of Mystery Shop

  Date
• Staff in store
  Address

Cleanliness and Appearance

• Was the parking lot clean and free of trash and debris?

  Yes

  No

  N/A

• Was the store entrance clean and well maintained?

  Yes

  No

  N/A

• Did any signage throughout the store appear to be worn or damaged?

  Yes

  No

  N/A

• Was the store clean, neat, and well maintained (no dirty floors, carpet cleaned, no boxes or clutter, counter clear)?

  Yes

  No

  N/A

• Were aisles free of clutter and obstructions?

  Yes

  No

  N/A

Employee Behaviors

• Were you acknowledged by the team member within 30 seconds of entering the store?

  Yes

  No

  N/A

• When you were greeted, was it an open ended question to learn more about you?

• Did the team member smile?

  Yes

  No

  N/A

• Did the team member ask one of the 4 key questions

  Yes

  No

  N/A

• What are your goals at the moment?

  Yes

  No

  N/A

• How is your training at the moment?

  Yes

  No

  N/A

• What are you trying to achieve from this protein/pre/etc?

  Yes

  No

  N/A

• What challenges are you facing?

  Yes

  No

  N/A

• Did the team member offer you an additional item?

  Yes

  No

  N/A

• Did all team members you came in contact with have an upbeat and friendly tone?

  Yes

  No

  N/A

• Did any team members provide above-and-beyond service?

  Yes

  No

  N/A

• Please state their name and describe the above-and-beyond behavior.

• Did all OTHER (not previously evaluated) team members you encountered or passed throughout the store smile and greet you? (During your shopping trip, you may find team membersthroughout the store performing various tasks. Did they smile and greet you?)

  Yes

  No

  N/A

• Did the team member provide a pleasant closing comment (“Have a good day,” “Thanks for shopping with us,” “Thank you,” etc.)?

  Yes

  No

  N/A

• Did the team member greet/acknowledge you the moment you reached the counter?

  Yes

  No

  N/A

• Did the team member ask if you found everything?

  Yes

  No

  N/A

• Did the team member mention the rewards program by name during your transaction?

  Yes

  No

  N/A

• If you are not a member, did the cashier ask if you would like to join?

  Yes

  No

  N/A

• Did the team member mention the invitation of the email survey or QR code survey?

  Yes

  No

  N/A

• Was carry-out service offered if you had more than 2 bags?

  Yes

  No

  N/A

Completion

• Conclusion and Recommendations

• Staff members full name and rating

  Sign