2013 - Round 1

Location: Date of Assessment: Time of Assessment: Overall 1. Thinking of your visit to this store today, how would you rate your overall experience? 2. Why do you say that? Please provide a comment in the box provided. Thinking of the General atmosphere of this branch of The Fragrance Shop, to what extent do you agree or disagree with the following statements? Please score the statements below were 10 is strongly agree and 0 is strongly disagree 3. The atmosphere is inviting/welcomin ( ) 10 ( ) 9 ( ) 8 ( ) 7 ( ) 6 ( ) 5 ( ) 4 ( ) 3 ( ) 2 ( ) 1 ( ) 0 g/friendly and makes you feel comfortable? 4. The atmosphere encourages you to ( ) 10 ( ) 9 ( ) 8 ( ) 7 ( ) 6 ( ) 5 ( ) 4 ( ) 3 ( ) 2 ( ) 1 ( ) 0 spend more time browsing and is fun to shop in? 5. The atmosphere is professional? 6. The atmosphere makes you feel ( ) 10 ( ) 9 ( ) 8 ( ) 7 ( ) 6 ( ) 5 ( ) 4 ( ) 3 ( ) 2 ( ) 1 ( ) 0

( ) Excellent ( ) Very Good ( ) Poor ( ) Very Poor

( ) 10 ( ) 9 ( ) 8 ( ) 7 ( ) 6 ( ) 5 ( ) 4 ( ) 3 ( ) 2 ( ) 1 ( ) 0

you want to return soon? Thinking about the staff in this store, to what extent do you agree or disagree with the following statements. Please score the statements below were 10 is strongly agree and 0 is strongly disagree 7. The staff were passionate about ( ) 10 ( ) 9 ( ) 8 ( ) 7 ( ) 6 ( ) 5 ( ) 4 ( ) 3 ( ) 2 ( ) 1 ( ) 0 the products and service? 8. The staff appeared to have knowledge and ( ) 10 ( ) 9 ( ) 8 ( ) 7 ( ) 6 ( ) 5 ( ) 4 ( ) 3 ( ) 2 ( ) 1 ( ) 0 expertise on the product? 9. Were the in store promotional offers clear and ( ) Yes (10) ( ) No (0) easy to understand? 10. Was there anything new, interesting or different about the store? First Impressions 11. Did the store appear clean and tidy? Please comment on the cleanliness of the store, what was your first impression of the cleanliness of the store? Was there anything that could be improved? 12. Was the store ( ) Yes (10) ( ) No (0) appearance eye ( ) Yes (10) ( ) No (0)

( ) Yes (10) ( ) No (0)

catching with appealing displays? Please comment on the presentation of the store, what you thought of the displays and if there was anything you liked or disliked about the way the products were displayed. 13. Did the staff appear well groomed and presentable? ( ) Yes (10) ( ) No (0)

14. Did you receive eye contact and were you given a friendly ( ) Yes ( ) No welcoming acknowledgement when you entered the store? That didnt require you to answer but made you feel welcome in a friendly, warm, relaxed way? In terms of the welcome, to what extent do you agree or disagree with the following four statements: 15. I was given a warm, friendly & relaxed greeting ( ) Completely agree ( ) Agree ( ) Disagree ( ) Completely disagree with a smile and eye contact? 16. I felt comfortable whilst I was ( ) Completely agree ( ) Agree ( ) Disagree ( ) Completely disagree browsing around the shop?

17. It was easy to find a member of ( ) Completely agree ( ) Agree ( ) Disagree ( ) Completely disagree staff when I needed one? Sale 18. Please detail the enquiry you made. Please detail the nature of your enquiry in full. 19. Did you receive eye contact and a greeting soon after approaching ( ) Yes ( ) No the counter (Even if all consultants were already serving)? Please comment on the greeting you were offered. If you were not offered eye contact and a greeting, detail what the consultants were doing and how you felt as a customer. 20. Were you approached in a ( ) Yes ( ) No friendly manner? Please detail how you felt as a customer when the consultant approached, how the consultant approached you and if there was anything you would improve. 21. When making ( ) Passionate to help ( ) Just polite ( ) Disinterested/ Uninformative or your enquiry was rude the consultant...? Please comment

on how your enquiry was handled by the consultant. 22. When asking if they stock the 'Fergi Viva (Black Eyed Peas singer) fragrance, what did the consultant do? Please detail the consultants reaction when you asked for the fragrance. 23. There is NO question 23 for this round. 24. Did the consultant ask you questions to help establish your needs? If yes, please detail what you were asked and how you felt as a customer. If no, please detail how you felt not being asked questions and how the consultant dealt with your enquiry 25. When presenting the fragrances, did the consultant ( ) Yes ( ) No present more than one fragrance to you? Please comment on what products were presented to you and sales technique used by ( ) Informed you that they do not stock the Fergi Viva fragrance but offered you other celebrity fragrances? ( ) Informed you that they do not stock the Fergi Viva fragrance but asked questions to establish any alternatives? ( ) Informed you that they do not stock the Fergi Viva fragrance and did not offer any additional products?fragrances?

( ) Yes ( ) No

the consultant. 26. When presenting the fragrances, did the consultant positively sell larger options? Please comment on the sales technique used by the consultant. 27. When presenting the fragrances, did the consultant introduce different size options? Please comment on the size options presented. 28. Did the consultant explain the ( ) Yes - in a positive and passionate manner ( ) Yes - in a robotic features/benefits manner ( ) No features/benefits explained of the fragrances presented? Please detail what was discussed about the product and the manner it was done. 29. Were you invited to smell ( ) Yes - in a positive and passionate manner ( ) Yes - in a robotic the product either manner ( ) No features/benefits explained on a tester card or on your skin? If yes, please detail how you felt as a customer at this point, were you made to feel comfortable? Were you asked before the product was sprayed on to your skin? What

( ) Yes ( ) No

( ) Yes ( ) No

did you think of the testing process? 30. When discussing the product did the consultant...? Please comment on how well the consultant demonstrated their knowledge, how will informed you felt as a customer and if there was anything you would improve at this stage of your enquiry. 31. Were you offered any 'ADD- ON' sales? This could be the offer of additional products in the range or from other ranges, being informed of any offers or offered a gift bag. If yes, please detail what was offered. 32. Were you encouraged to make a purchase today? Please comment on how you felt your enquiry came to an end, was the consultant pushy? Did you feel under pressure? Or did the ( ) Yes - in a genuine manner using passionate recommendation ( ) Yes - but felt under pressure to purchase ( ) No I was not encouraged to make a purchase ( ) Yes - in a positive and Passionate manner ( ) Yes - in a robotic manner ( ) No I was not offered any ADD-ONs ( ) Appear expert and knowledgeable ( ) Provide enough information for you to make an informed decision ( ) Neither

consultant invite you to purchase in a friendly manner that made you feel comfortable. 33. Were you thanked and bid good bye? Please comment on the farewell you were offered. 34. Where you encouraged to return? 35. Please describe the consultant that served you today. Your description must include, gender, approximate height, hair colour and style, their dress and if they wore glasses. 36. Please comment on your overall perception of the service your received and the sales process. Please provide a comment in the box provided. Satisfaction 37. Based on your overall experience of today's visit, on a scale of 0-10 where 10 is most likely, 5 is neutral ( ) 10 ( ) 9 ( ) 8 ( ) 7 ( ) 6 ( ) 5 ( ) 4 ( ) 3 ( ) 2 ( ) 1 ( ) 0 and 0 is least likely, would you recommend this store to your friends, family and colleagues?" General Feedback 38. Did any consultant ( ) Yes ( ) No particularly stand ( ) Yes ( ) No ( ) Yes ( ) No

out in terms of delivering outstanding/excep tional service? If yes, you must include the consultants, gender, approximate height, hair colour and style, their dress and if they wore glasses as well as a detailed comment explaining why they stood out in terms of delivering outstanding/excep tional service 39. What was the best part of your shopping experience today and why? Please provide a comment in the box provided. 40. What could we improve following your shopping experience today and why? Please provide a comment in the box provided. 41. Please state exactly what you purchased and how much you spent on each item? Please provide a comment in the box provided. 42. Please describe your overall visit from entering to leaving the store. Please provide a comment in the box provided - No less than 50 words.

Before visiting the store today, where else would you have considered to purchase a fragrance? Please give your top 3 choices, number 1 -3 where 1 is you first choice 43. 1st choice: Please provide a comment in the box provided. 44. 2nd choice: Please provide a comment in the box provided. 45. 3rd choice: Please provide a comment in the box provided. 46. As a result of your visit to The Fragrance Shop, would this impact ( ) Yes ( ) No on your consideration of where to purchase a fragrance? If 'Yes' please list your top 3 choices where 1 is your first choice. 47. 1st choice: Please provide a comment in the box provided. 48. 2nd choice: Please provide a comment in the box provided. 49. 3rd choice: Please provide a comment in the box provided. 50. Based on today's experience, on a scale of 0-10 were 10 is the most likely, 5 is ( ) 10 (0) ( ) 9 (0) ( ) 8 (0) ( ) 7 (0) ( ) 6 (0) neutral and 0 is ( ) 3 (0) ( ) 2 (0) ( ) 1 (0) ( ) 0 (0) least likely, do you perceive The Fragrance shop as a competitively priced retailer? 51. Based on today's experience, on a ( ) 10 (0) ( ) 9 (0) ( ) 8 (0) ( ) 7 (0) ( ) 6 (0) ( ) 3 (0) ( ) 2 (0) ( ) 1 (0) ( ) 0 (0)

( ) 5 (0)

( ) 4 (0)

( ) 5 (0)

( ) 4 (0)

scale of 0-10 were 10 is the most likely, 5 is neutral and 0 is least likely, do you believe you got value for money on your purchase? 52. Was there anything about today's experience that surprised or excited you? Please provide a comment in the box provided. How much did your purchase cost? Please enter an amount in the comments box provided (.PP) ADDED QUESTION: At any point during ( ) Yes ( ) No the visit, were any references made to a 'Gift Card'? The member of staff may have offered you one or made reference to a gift card(s) for Christmas.