APR Mystery Shopping Evaluation Form

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Brent Reynolds
7 years ago
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1 Use this form to evaluate your staff during training, role play training sessions or after a customer interaction. Name: Date: Score Summary Actual A. Staff Greeting / 10 B. Establishing Needs / 10 C. Recommendation / Meeting Needs / 10 D. Demonstration / 10 E. Product Knowledge / 10 F. Overcoming Objections / 10 G. Accessories / Upsell / 10 H. Close / 10 I. Impressions / 10 TOTAL 0 / 90

Establishing Needs / 10 C. Recommendation / Meeting Needs / 10 D. Demonstration / 10 E.

2 A. Staff Greeting A1. Including you, how many customers were visible in the store when you entered? A2. How many staff members were visible in the store when you entered? A3. Could you see any staff obviously available and free to help? A5. Did staff acknowledge you as you entered the store? / 3 A8. Please rate your first impression of the staff member you spoke with during the main discussion. A9. Please comment on your initial interaction with the member of staff you spoke with i.e. describe how the conversation started.

A5. Did staff acknowledge you as you entered the store? / 3 A8.

3 B. Establishing Needs B1. Did the staff member discover any of the following needs? {List your needs from the custom scenario} B2. What was the total number of needs discovered by the staff member? / 10 {At least 3 needs to score full points} B3. Please describe how the staff member assessed your needs (as per your scenario) and confirm the questions he/she asked during the discussion.

What was the total number of needs discovered by the staff member?

4 C. Recommendation / Meeting Needs C1. Which product did the staff member first recommend? C2. Which other product did they recommend? C3. Did the staff member s recommendation align with the scenario? / 3 C5. When you directed the discussion to (insert scenario product), did the staff member respond that it would be a good option for you? C6. When you directed the discussion to (insert other product), did the staff member respond that it would be a good option for you? C7. Do you feel the staff member explained to you how the product they recommended as the best one for you could meet your needs (as per your scenario), by discussing the product features and applications? C8. What was the total number of needs related by the staff member? / 7 {Need at least 4 for full score} C9. Please describe how the staff member linked the product recommendation to your needs (as per your scenario) and confirm which particular needs they linked in during this part of the discussion.

When you directed the discussion to (insert other product), did the staff member respond that it would be a good option for you? C7.

5 D. Demonstration D1. Did the staff member offer you a demonstration / test drive of the recommended product(s)? / 6 D2. With which product did the staff member give you a demonstration / test drive? D3. Did you understand the demonstration / test drive? D4. How long did the demonstration / test drive last? D5. Did the demonstration / test drive address your needs? E. Product Knowledge E1. How would you rate the staff member's product knowledge overall on Apple products? E2. Did the member of staff speak negatively about any of the following products or Apple? If Yes, What did they say? / 7 / 3 E4. Was the member of staff able to answer all of your questions about the recommended product(s)? E5. If No, please confirm which question(s) you asked which the staff member could not answer.

How would you rate the staff member's product knowledge overall on Apple products? E2. Did the member of staff speak negatively about any of the following products or Apple?

6 F. Overcoming Objections F1. How did the staff member respond to your (first) objection? F1. How did the staff member respond to your (second) objection? G. Accessories / Upsell G1. Did the member of staff attempt to upsell any accessories? If Yes, which ones? / 7 G4. Did the member of staff mention the availability of any other products or services? G5. Were the accessories, products or services they attempted to upsell related to your needs? / 3

/ 7 G4. Did the member of staff mention the availability of any other products or services? G5.

7 H. Close H1. Was your 'chosen' product in stock and available? H2. If your 'chosen' product was not in stock, how did the staff member respond to it being out of stock? H3. At the end of the interaction, how did the member of staff attempt to close the sale? H4. Did the member of staff offer to take your details for any reason? H5. Please explain your experience at this point in the sales process. If you were not encouraged to consider buying the product, please describe the staff member s approach with you and why you think a sale was not encouraged. H6. Approximately how long was your interaction with the staff member?

At the end of the interaction, how did the member of staff attempt to close the sale? H4. Did the member of staff offer to take your details for any reason?

8 I. Impressions I1. What was your overall impression of the cleanliness and maintenance of the store? I2. What was your overall impression of the staff? I3. How did your experience in this store today impact your overall impression of the Apple brand? I4. Had you been a real customer with the ability to purchase the product, do you feel that your visit experience at this store would have increased your desire to purchase? I5. Based on this experience, would you recommend this store to a friend / colleague looking to buy an Apple product?

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