March 2019 - 24

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Management
Let's take a look at each of these categories, just enough for you to get a feel for
why we explore each one and what you should be including in employee training.
General: This sets the frame for what day, time and overall store traffic condition
were for the shop. There are five questions
here and no points awarded.
Telephone: All shops begin with a
phone call first. We want to know what
time of day and day of the week the call
occurred? Was the call answered in four
rings (the goal is four or under)? Was the
call answered by staff or an automated
system and was the voice enthusiastic?
Did the staff person give their name? Did
the staff person answer your question?
And, did they invite you to come into
the store? Overall, this is an area that
gets stronger with proper training or as
you move through the Mystery Shopper
Program. The Group's Shop Report
features 13 questions in this section with
22 possible points awarded.
Appearance: This portion begins
even before the shopper pulls onto your
property. How's your store sign? How's
your parking situation? Were normal
things you expect, like shopping carts, in
neat order (or all over the parking area)?
There are more questions about your
store's entrance and then the focus moves
inside the store to cover displays, signage and products (both inside and out).
Products is an area that, when preparing for mystery shops and training, can help
You are setting the standard
for how you want all your
customers to be treated, not
just mystery shoppers ... While
you want high scores, the more
important thing is you want
happy customers!
get both management and staff looking at areas often missed. The Group's Shop
Report features 21 questions in this section with a total possible 34 points awarded.
General Employee Attitude and Skills: This area also begins quickly as the
shopper enters the store. How quickly
did any store personnel greet or
acknowledge the shopper? Were store
personnel easy to identify (do you have
company uniforms or coordinated colors
and name tags). Were store personnel
attentive to you or busy chit-chatting
between themselves?
You get the picture here. Overall, this
is an area you generally see high scores,
meaning you must be doing some
training right. The Group's Shop Report
features 10 questions in this section with
12 possible points awarded.
Specific Employee Attitude and Skills:
This is where the shopper begins to focus
on what they came in looking for, if they
find it and if staff was on hand to answer
their questions and help them make the
right selection. The process assesses the
specific employee's product knowledge
and how much they really cared about
the customer's requests.
This is the most difficult area to
consistently score high marks. The old
saying, " You're as weak as your weakest
link " is certainly true and getting every staff person's level of knowledge and
concern for high customer service is a constant challenge. The Group's Shop Report
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March 2019

Table of Contents for the Digital Edition of March 2019
