Mystery Shop - Teller Question Title * 1. Mystery Shop Information Bank name: Branch location (street and town/city): Name of bank employee: Date of shop: Time of shop: Shopper name: Shopper phone: Shopper email: Question Title * 2. Kept personal items in view of the customer to a minimum. Yes No Not applicable Question Title * 3. Stopped all inside conversation (in person/phone) immediately when customer approached? Yes No Not applicable Question Title * 4. Acknowledged customer promptly? Yes No Not applicable Question Title * 5. Acknowledged customer pleasantly with a smile? Yes No Not applicable Question Title * 6. Stood when greeting customer? Yes No Not applicable Question Title * 7. Greeted customer professionally by saying ''How may I help you?" Yes No Not applicable Question Title * 8. Introduced her/himself if new customer? Yes No Not applicable Question Title * 9. Asked for customer's name if new customer? Yes No Not applicable Question Title * 10. Kept the customer informed if the transaction took longer than 30 seconds or if teller had to leave the window for ANY reason? Yes No Not applicable Question Title * 11. Answered questions to customer's satisfaction? Yes No Not applicable Question Title * 12. Avoided negative words/phrases like, "you have to", ''we can't'', and "no" Yes No Not applicable Question Title * 13. Was empathetic to the customer (verbally and non-verbally) if teller was not able to accommodate the customer? Yes No Not applicable Question Title * 14. Made referrals to other employees (and told them why) if teller was not able to help? Yes No Not applicable Question Title * 15. Asked if there were other ways to be of service? Yes No Not applicable Question Title * 16. Thanked the customer when leaving, using their name? Yes No Not applicable Question Title * 17. How would you rate the overall customer service experience? (1 star being worst/equivalent to an F; 5 stars being the best/equivalent to A) F D C B A F D C B A Question Title * 18. Please write the details of the shop including specific questions asked, as close to exact conversation as possible. Question Title * 19. Shop description continued (if additional space is needed to explain all details of the shop.) Done