KPI RETAIL SERVICES - MYSTERY SHOPPING 1 of 5

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1 KPI RETAIL SERVICES - MYSTERY SHOPPING 1 of 5 TIMING PREPARATION & ASSIGNMENT VISIT FLOW ASSIGNMENT SCENARIO THIS VISIT MATCHBOX NOVEMBER 2014 Submit report within 72 hours of the visit (contact KPI if an extension is required) Visits must be completed and reports submitted online by the date agreed to when you accepted assignment (exceptions only by approval) Early submissions are always greatly appreciated as it allows us to evenly spread the proof reading Read and understand 'guidelines for new mystery shoppers with KPI Retail Services' VERY IMPORTANT FOR NEW SHOPPERS WITH KPI RETAIL SERVICES (LINK AS BELOW) Read 'SAMPLE REPORT (LOCATED AT THE END OF THIS BRIEF) Visit the Matchbox website matchbox.com.au to find out store addresses, trading hours, etc. Check out the store externally from the front window to the entrance and jot down some notes on your Checkpoint Outcomes List - Enter the store - Don t make eye contact - Handle products of interest - Observe team members interactions with other customers - If not approached within 4 minutes then you must approach a team member - Make your enquiry (as per scenario) be as vague as possible - Talk only if asked a question and or if the team member is not leading the discussion - Don't commit to purchase even if ultimately your intention is to buy - give staff the opportunity to try and handle your objections to purchase - Observe another customer making a purchase to determine if they are offered Secret Cooking Club membership - Ensure you are well away from the store when you jot down your notes for the support commentary and circle the best fit outcomes from Checkpoint Outcomes List You are looking for a house warming gift, something that perhaps other guests might not think of, somehting perhaps a little more unusual - If asked you are prepared to spend up to around $200 - make note of the products offered, brand and pricing - the special focus checkpoint is simply did they suggest a gift voucher when you were indecisive and non committal to their suggestions ASSIGNMENT SPECIAL FOCUS CHECKPOINT The special focus question relates to whether the team member suggested a gift card when you were indecisive and non committal to their suggestions PAYMENT & REIMBURSEMENT $ WORD COUNT & DETAIL REQUIRED TEAM MEMBER CODES CLICK THIS LINK -> TO SUBMIT YOUR REPORT ; NOTE! 1010A 2000A You will be paid $30 for each Matchbox assignment by KPI Retail Services at the end of the month following the month the assignment was submitted in by direct deposit. If you take the opportunity to make a purchase from the following stores only (Chadstone, Essendon, Highpoint, Moorabbin, Nunawading, Chermside, Richmond, South Wharf, Knox, Eastland, Northland, Doncaster) you are entitled to a 20% discount on any purchase you wish to make (to a purchase price maximum of $200). Note! This discount is to be claimed directly from KPI Retail Services (do not mention anything about the discount when making your purchase). Please forward a scanned copy of your receipt to info@kpirs.com.au Word count of supporting commentary must be between words, anything less than 550 words may result in non payment for the assignment - Ambient comment such as commenting about the location of the store, the layout etc. must be kept to a minimum - The reason KPI Retail Services insist on the detailed commentary to be fair to the team members that are being assessed as your detail gives their supervisors all important context to the scoring Use TM1, TM2 etc. in Matchbox support commentary - Make sure you supply name AND description - If no name visible (state this fact in commentary then supply detailed description of person including, complexion, height, build, hair colour, hair style, other features such as wearing glasses, tattoos etc. Please select only the checkpoints in the submission form that correspond with checkpoints in this this briefing document KEY TO CHECKPOINT OUTCOMES (where applicable) Make note of best fit checkpoint outcome soon after visit while fresh in your mind then select same from drop down box in the submission form (LINK AS ABOVE) Include brief explanation in commentary for all bolded checkpoints that you select as the best fit - not a lot has to be written re bolded checkpoints however please weave the explanations into the commentary PROMPT NOTE Prompt if directed to do so - then describe in commentary - this must be done to successfully complete the report Include brief explanation of NOTE in commentary

2 KPI RETAIL SERVICES - MYSTERY SHOPPING 2 of 5 MATCHBOX CHECK POINT OUTCOMES 2014 # checkpoint outcomes PRESENTATION 1010A Window and or entrance displays looked very appealing 1010B Window and or entrance displays looked reasonably appealing 1020A The trading floor was clean having appeared to have been vacuumed, swept or mopped 1020B The trading floor was in need of vacuuming, sweeping or mopping 1030A All light globes were working 1030B More than 98% of light globes were working 1030C less than 98% of light globes were working 1031A In general merchandise was well presented and dust free 1031B In general merchandise was not well presented and or dust free 1040A The customer service desk was uncluttered and free of personal items including food, beverages or reading material 1040B The customer service desk was cluttered and or had personal items on it such as food, beverages or reading material 1041A The cooking demonstration looked professional and organised 1041B The cooking demonstration did not look professional and or organised 1041C There was no cooking demonstration happening at the time of my visit 1050A Promotional tickets featured on more than 90% of bulk stacks 1050B Promotional tickets featured on less than 90% of bulk stacks 1060A No loose merchandise had fallen or been placed on the floor 1060B Loose merchandise had fallen or had been placed on the floor 1070A Female team members were wearing green and white Matchbox aprons and male team members were wearing black shirts 1070B 1080A 1080B 1090A 1090B 2010A 2010B 2020A 2020B 2020C 2020D 2020E 2030A 2030B 2030C 2030D 2030E 2040A 2040B 2040C 2060A 2060B 2060C 2070A 2070B 2070C 5010A 5010B 5010C 5011A 5011B Not all female team members were wearing green and white Matchbox aprons and or not all males were wearing a black shirt All team members were wearing name tags Not all team members were wearing name tags Team members were immaculately groomed and well presented Not all team members were immaculately groomed and or well presented CUSTOMER COURTESY All team members were making customer service their first priority Not all team members were making customer service their first priority I was acknowledged within 1 minute of entering the store with a smile and or a greeting I was acknowledged within 2 minutes of entering the store with a smile and or a greeting I was acknowledged between 2 and 4 minutes of entering store with a smile and or a greeting I was not acknowledged within 4 minutes of entering store There was no opportunity for any team member to acknowledge me within 1 minute as they all were serving customers at that time I was approached within 4 minutes of entering the store and engaged in conversation relating to a product I was looking at I was approached within 4 minutes of entering the store and engaged in a social conversation I was approached within 4 minutes of entering the store and asked if I needed any assistance I had to approach a team member for assistance having not been approached within 4 minutes of entering the store I approached a team member after 4 minutes when it became apparent there were too many customers to approach everyone Team members were evenly spread providing adequate store coverage Team members were unnecessarily grouped at the register and or on tasks resulting in inadequate store coverage There was not enough team members in the store to provide adequate store coverage While attending me the team member was genuinely friendly and sincere While attending me the team member was professionally polite but did not project sincerity The team member was not friendly whilst attending me The morale amongst the team members appeared to be cheerful and harmonious The morale amongst the team members did not appear to be cheerful and harmonious As no interaction between team members was witnessed it is unknown as to whether the morale amongst team members was cheerful and harmonious My purchase was processed with confidence and packaged with care before being handed to me My purchase was not processed with confidence and or packaged with care before being handed to me Processing my purchase was not applicable in this instance as I had decided not to make a purchase The team member showed genuine interest after processing my purchase for future feedback on the product(s) The team member did not show genuine interest after processing my purchase for future feedback on the product(s)

3 KPI RETAIL SERVICES - MYSTERY SHOPPING 3 of C A genuine interest in feedback on the product(s) was not applicable in this instance as no purchase was made

4 KPI RETAIL SERVICES - MYSTERY SHOPPING 4 of A 5020B 5020C 5020D 5030A 5030B 5030C 3010A 3010B 3020A 3020B 3030A 3030B 3040A 3040B 3050A 3050B 3050C 3060A 3060B 3070A 3070B 3070C 3080A 3080B 3090A 3090B 3090C 3100A 3100b 3100c 4010A 4010B 4020A 4020B 4030A 4030B 4030C 4040A 4040B 4050A 4050B 4050C 6010A 6010B I was farewelled with a smile, a greeting and invited to return I was farewelled with a smile and a greeting however I was not invited to return I was farewelled with a greeting and or a smile only I was not farewelled when I left the store My overall shopping experience exceeded my expectations My overall shopping experience met my expectations My overall shopping experience did not meet my expectations BUILDING THE SALE The team member listened attentively to my requirements which was evident by their responses and or by the products they suggested The team member did not attentively listen to my requirements which was apparent by their responses and or product suggestions The team member asked open and probing questions to ascertain my specific requirements The team member responded to my specific questions rather than asking questions to better understand my requirements The team member asked insightful follow up questions which presented me with further product considerations The team member missed the opportunity of asking insightful follow up questions that may have presented me with further product considerations The team member spoke of their current promotion and how taking advantage of it would be of benefit to me The team member neglected to mention anything about their current promotion The team member demonstrated excellent product knowledge whilst assisting me The team member demonstrated some product knowledge whilst assisting me The team member demonstrated very little product knowledge whilst assisting me The team member mentioned product features and how they would be of benefit to me The team member neglected to mention product features and or how they would be of benefit to me The team member pointed out the special price as compared to RRP of product There was no mention made of the special price as compared to RRP of product The product I was shown was not ticketed with a lower price than the RRP I was encouraged to handle the product I was not encouraged to handle the product The team member spoke of the benefits of becoming a Secret Cooking Club member The team member missed the opportunity to tell me about the benefits of becoming a Secret Cooking Club member As my intended purchase was inexpensive there was no reason why the team member would tell me about the benefits of becoming a Secret Cooking Club member The cooking demonstrator was informative of the product(s) being used The cooking demonstrator was not informative of the product(s) being used There was no cooking demonstration happening at the time of my visit MAKING THE SALE A possible add-on product was either suggested and or shown to me No possible add-on product was either suggested or shown to me The team member sought confirmation that the products met my requirements by asking a series of closed questions The team member missed the opportunity of asking closed questions to confirm that the products had my requirements The team member assumed I would be making the purchase or asked me if I wanted to The team member continued to make the case for purchasing without assuming or at least asking if I would be buying it The team member did not assume or ask for the sale nor did they continue to make the case for purchase After I declined to commit to purchase the team member attempted to handle my objections to making the purchase After I declined to commit to making the purchase the team member did not try to handle my objections I or another customer I observed when making a purchase were asked if I or they were a member of the Secret Cooking Club and or invited to join I or another customer I observed when making a purchase were not asked if I or they were a member of the Secret Cooking Club or invited to join As no customers were observed making a purchase it is unknown as to whether they would have been asked if they were a member or invited to join the Secret Cooking Club NOTE - you need to be close enough to observe another customer at the counter to determine whether anything was said about the Secret Cooking Club SPECIAL FOCUS QUESTION The team member suggested a Gift Card The team member missed the opportunity of suggesting a Gift Card Sample Matchbox support commentary (please note this sample is double the size it needs to be you are

5 KPI RETAIL SERVICES - MYSTERY SHOPPING 5 of 5 Sample Matchbox support commentary (please note this sample is double the size it needs to be you are required to have words) As I entered, I noted a huge selection of boxed dinnerware and 2 team members, TM3 and TM4, bringing out more boxes and re-organising this display. TM3, moments later, began talking to TM5 about product placement and store stock, they continued this conversation throughout my visit. Only once, did I see TM5 offer assistance to a couple, who were browsing nearby, but they declined. TM4 continued bringing out dinnerware boxes and was seen only offering assistance to another couple, who were browsing the knives display cabinet. Initially, the customers declined, but 5 minutes later, called out to TM4 saying they now required his assistance in finding a top of the range knife block set and the team member proceeded to go through the different brands inside the knives display cabinet. TM1 and TM2 were both behind the service desk, serving customers. There were 2 customers at the service desk, each being attended by a team member and there were 5 other customers browsing the store. I was not acknowledged when I entered, by any team member, even though I was standing in the proximity of TM3, TM4 and TM5 at any given time. When I was looking at the dinnerware, TM3 and TM5 continued their work related discussion, while TM4 continued stacking dinnerware boxes, I felt invisible. Even with my closer inspection of the dinner sets to read their contents and setting details didn t alert any team member that I may need assistance. It was 10 minutes without any acknowledgement, I continued browsing the store, which I noted was well stocked with items well placed and aisles were clear to walk through. Both TM1 and TM2 remained busy, serving customers at the service desk or they were approached by customers with enquiries, continuously. Noting TM1 had just finished with a customer, I took the opportunity to make eye contact and approached her for assistance. As I approached, the team member offered a pleasant smile and said hi I said hi, sorry, I do know you are busy she replied that s okay, how can I help? I explained that I was looking for new dinner set and asked do you know if they come in a setting for 8 persons? The team member immediately informed that the settings came in either 4 or 6 and that I would need to purchase 2 of the one setting to make up the 8. The team member asked if I wanted porcelain or fine bone china, I asked the difference and was told that the fine bone china, although finer, is actually stronger. I implied that this would mean it is more expensive, the team member said yes, it is, but it will last you a lot longer, probably a lifetime. The team member described the fine bone china being stronger as there is bone in it and less likely to chip or break than the porcelain. The team member walked me to the dinnerware boxes, I commented I see these are all in white only to which, she asked yes, mostly white. What colour were you after? As we do have another setting over here and showed me the Rhubarb range. I was told there was also black and white in this range however they had sold out and an order was due in soon. I was also shown the Maxwell & Williams in floral design, but said I think I might stick with the white as it is a timeless colour and the team member agreed and suggested that I could add colour by buying individual pieces in the Rhubarb range, such as a large salad bowl or small bowls. We returned to the white dinnerware boxes and the team member recommended the Maxwell & Williams Cashmere 20-piece setting, which was currently on sale for $89.95 from $ or the 16-piece setting at $ Also recommended was the Maxwell & Williams European on sale for $99.95 from $145.95, however these were for plates only. The team member pointed out that the settings varied in contents, with some including mugs or cups. While I was contemplating on how to make up an 8 person setting, the team member mentioned I could buy individual pieces to make up the setting however, reiterated the value in buying a set compared to individual pieces, showing me a plate at $9.95 would cost me around $80 for the plates alone, similarly, giving another example, by showing me a side plate at $4.95 and that overall cost. The staff member also pointed out additional items to complement the dinner setting, i.e. sugar bowl, milk jug, teapot, cake platters, advising that these would always be in stock, so would be easy to replace or add to. I was told the dinner sets were dishwasher safe and come with a lifetime warranty. The team member also pointed out that the white in the fine bone china was a true white and consistent throughout compared to the porcelain. I told the team member I would consider buying 2 dinner sets to make up the 8 person setting and asked how long the sale was on for, she said umm, normally it s on until they are sold out but I am not sure. TM3 was nearby and TM1 asked her about the sale end and TM3 presumed it would continue right through until Mother s Day at least. I told TM1 that I would think about it and come back again, I thanked her and said I will continue to browse as I want to buy some measuring cups and spoons. The team member offered to show me where these were located and also helped me make a decision and carried these items for me to the service desk. Whilst processing the sale, the team member again reiterated that 2 dinner settings would be the best way to go and especially now while they were on sale, also suggesting that they could be placed on lay-by. I thanked the team member again for her help, saying I will come back with my husband to help choose a setting she smiled and said thank you, have a nice day, see you again. The store was fairly busy with customers seen approaching team members instead of waiting for them to approach, so understandably, I was not soon approached. Overall, initially disappointing, as on entering there was no acknowledgement at all and not even while standing or browsing next to any of the 5 team members. However, this shopping experience was redeemed with the overall friendliness and helpful assistance received from TM1. The team member was informative and had a warm manner, she was attentive and did not rush me through my enquiries, even