Mystery Shop - Face to Face (Customer Service Representative)

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* 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:

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* 2. Dressed appropriately? Not too casual or revealing.

Yes

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* 3. Appearance of work area professional?

Yes

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* 4. Smiled when making initial eye contact?

Yes

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* 5. Acknowledged customer promptly and pleasantly?

Yes

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* 6. Stood when greeting customer?

Yes

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* 7. Asked, "How may I help you?"

Yes

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* 8. Introduced her/himself if new customer?

Yes

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* 9. Asked for customer's name if new customer?

Yes

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* 10. Engaged the customer in a Personal Conversation? (Family, hobbies, employment, etc.)

Yes

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* 11. Probed for customer's financial needs/problems? (Asked at least 2 questions.)

Yes

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* 12. Used benefits to explain products/services? (Must use one personalized benefit.)

Yes

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* 13. Used benefits to explain bank? (Must use one personalized benefit.)

Yes

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* 14. Suggested additional products/services?

Yes

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* 15. Made referrals as necessary? (Ex. If moving to the area, did they refer you to mortgage dept.)

Yes

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* 16. Summarized the customer's request to ensure that the customer's needs had been met?

Yes

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* 17. If customer did not open account, employee asked for follow up date and contact method?

Yes

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* 18. Offered sales materials/brochure?

Yes

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* 19. Offered business card?

Yes

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* 20. Thanked customer when meeting was over, using their name?

Yes

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* 21. Escorted customer from platform area OR stood and shook hands ending the conversation?

Yes

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* 22. Answered questions to customer's satisfaction?

Yes

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* 23. Employee clearly recommended a product for me.

Yes

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* 24. BONUS QUESTION: Shook hands in greeting or closing?

Yes

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* 1. Mystery Shop Information

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* 2. Dressed appropriately? Not too casual or revealing.

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* 3. Appearance of work area professional?

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* 4. Smiled when making initial eye contact?

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* 5. Acknowledged customer promptly and pleasantly?

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* 6. Stood when greeting customer?

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* 7. Asked, "How may I help you?"

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* 8. Introduced her/himself if new customer?

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* 9. Asked for customer's name if new customer?

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* 10. Engaged the customer in a Personal Conversation? (Family, hobbies, employment, etc.)

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* 11. Probed for customer's financial needs/problems? (Asked at least 2 questions.)

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* 12. Used benefits to explain products/services? (Must use one personalized benefit.)

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* 13. Used benefits to explain bank? (Must use one personalized benefit.)

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* 14. Suggested additional products/services?

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* 15. Made referrals as necessary? (Ex. If moving to the area, did they refer you to mortgage dept.)

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* 16. Summarized the customer's request to ensure that the customer's needs had been met?

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* 17. If customer did not open account, employee asked for follow up date and contact method?

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* 18. Offered sales materials/brochure?

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* 19. Offered business card?

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* 20. Thanked customer when meeting was over, using their name?

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* 21. Escorted customer from platform area OR stood and shook hands ending the conversation?

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* 22. Answered questions to customer's satisfaction?

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* 23. Employee clearly recommended a product for me.

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* 24. BONUS QUESTION: Shook hands in greeting or closing?

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* 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)

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* 26. Please write the details of the shop including specific questions asked, as close to exact conversation as possible.

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* 27. Shop description continued (if additional space is needed to explain all details of the shop.)