Mystery Shop - Telephone Shop Question Title * 1. Mystery Shop Information Bank name: Branch location (street and city/town): Name of bank employee: Date of shop: Time of shop: Shopper name: Shopper phone: Shopper email: Question Title * 2. Answered phone within 3 rings? Yes No Question Title * 3. Used The First standard greeting “Greeting. Thank you for calling (bank name). This is Mary. How may I help you?" Yes No Question Title * 4. Used inflection when answering and had a pleasant voice tone? Yes No Question Title * 5. Acknowledged customer promptly and pleasantly? Yes No Question Title * 6. Stood when greeting customer? Yes No Question Title * 7. Asked, "How may I help you?" Yes No Question Title * 8. Introduced her/himself if new customer? Yes No Question Title * 9. Asked for customer's name if new customer? Yes No Question Title * 10. Engaged the customer in a Personal Conversation? (Family, hobbies, employment, etc.) Yes No Question Title * 11. Probed for customer's financial needs/problems? (Asked at least 2 questions.) Yes No Question Title * 12. Used benefits to explain products/services? (Must use one personalized benefit.) Yes No Question Title * 13. Used benefits to explain bank? (Must use one personalized benefit.) Yes No Question Title * 14. Suggested additional products/services? Yes No Question Title * 15. Made referrals as necessary? (Ex. If moving to the area, did they refer you to mortgage dept.) Yes No Question Title * 16. Summarized the customer's request to ensure that the customer's needs had been met? Yes No Question Title * 17. If customer did not open account, employee asked for follow up date and contact method? Yes No Question Title * 18. Offered sales materials/brochure? Yes No Question Title * 19. Offered business card? Yes No Question Title * 20. Thanked customer when meeting was over, using their name? Yes No Question Title * 21. Escorted customer from platform area OR stood and shook hands ending the conversation? Yes No Question Title * 22. Answered questions to customer's satisfaction? Yes No Question Title * 23. Employee clearly recommended a product for me. Yes No Question Title * 24. BONUS QUESTION: Shook hands in greeting or closing? Yes No Question Title * 25. 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 * 26. Please write the details of the shop including specific questions asked, as close to exact conversation as possible. Question Title * 27. Shop description continued (if additional space is needed to explain all details of the shop.) Done