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Frys Electronics: Customer Service (#631386)

Shop Requirements
This shop must be performed between 12/21/11 and 12/24/11 , on these days and times : Shop Computer Dept., Business Hours This shop must be submitted by 12/24/11

Location Info
Fry's Electronics - Southern Houston (ID# 29) 11565 S.W. Fwy 59 Southern Houston, TX, US 77031 (832) 200-3300

Shop Info
Your Shop Fee: $15.00 Approved Expenses: $10.00 Comments: ***PLEASE NOTE: You must now ask for the best price/discount on the item you inquire about.*** **Report MUST be submitted by Saturday 12/24 at Midnight PDT ** REQUIREMENT: On the day you're going to shop, FIRST place an online order for in-store pickup (any in-stock item). ********* SHOP COMPUTER DEPT. This is a customer service evaluation for a large electronics store. You will be assigned one SPECIFIC DEPARTMENT to visit. You are required to interact with a sales associate in the assigned department and inquire about a current sale item in that department. In addition, you will have to make a purchase AND return an item on the same day. The form requires several narratives. You will also need a clipping of the current newspaper ad. Review shopping dates carefully BEFORE you apply. No extensions given. No early shops. *** Report MUST be submitted by 12/24 at Midnight PDT *** These are NOT SHOP INSTRUCTIONS. Before performing the shop you MUST read the shop instructions and the online report. Access your shop at http://www.servicecheckreport.com/ -->"Shop Log" --> "Print" --> "Click Here to Download Instructions" and save for your records. Always review the Guidelines online the night before or the morning of your shop, and let us know if you have any questions. The scheduler will assign the shop to a shopper based on the applications received. Submitting an application is an **agreement** to perform the shop if assigned. We expect you to shop as indicated. If you cannot perform an assigned shop, you must notify us at LEAST 48 hours before the due date. Failure to do so may result in deactivation. TO APPLY FOR A SHOP: Find your state/ region/country among the "Available Shops" and click on its link. After you apply for a shop, please check the status of your application at http://www.servicecheckreport.com/ --> "Scheduling." This bypasses any missed shop confirmation emails. DO NOT rely on the confirmation e-mail. If you've submitted an application, it is YOUR responsibility to check your shop log and determine whether you've been assigned the shop. If you have been, you must follow the links to CONFIRM it or it will be canceled. Thank you for being a valued independent contractor for Service Check!

Shopper Info
Ugbana Dennar (113660) uad_3441@hotmail.com

Question

Answer
FQ8841

Survey Validation Code

(Available in shop instructions)


You may use this free online SPELLCHECKER if you are unsure of your spelling.

STORE MAP-CLICK HERE TO VIEW


Shop Date Time Arrived : Time Departed : Invoice # : Total Charges : 12/22/2011 4:25 PM 5:18 PM 6392462 $30.26

What is your assigned department?


Department Electronic Components Computers Software Audio/Video Appliance/Telecom
Computers

OPERATIONS
1. Was the parking area clean? 2. Were all exterior signs functioning and in good repair? 3. Were the shopping carts readily available and free from debris? 4. Were all store entrances neat and orderly? 5. Were the front doors opening and closing properly? 6. Was there a Courtesy Associate located at the front podium and were they greeting customers as they entered? 7. Were all store aisles neat and orderly? 8. Were the restrooms clean and properly stocked with paper, soap products and toilet seat covers? Yes Yes Yes Yes Yes Yes

Yes Yes

Did you answer NO to any of the questions in this section?

No

In the narrative, please BRIEFLY address your overall impression of the facilty.

Numbered by question, explain any "NO" responses for questions in this section.
Describe your observations, and add comments on any "no" answers below. Please use the same format as in the example below. Example: The parking lot was clean. All exterior signs were functioning and in good repair. Most shopping carts were ready for use and free of debris. The print ad was on the wall around the corner from the return department. All store aisles were neat and orderly. As I entered I was greeted by an associate at the front podium. He also handed me a Fry's Price Match guarantee flyer. The ladies room was clean and neat. It was well stocked with seat covers, toilet paper, soap and paper towels. 3. Several shopping carts in a row had lots of trash. 5. The inside Entrance doors didn't close all the way. The outside exit doors were tied open. Please describe your observations. Provide details on No or N/A responses. The parking lot was very clean and neat and in exceptional condition. There was an abundant amount of shopping carts in stock and they were in good repair and all of them were free of trash. The print advertisement was clearly visible on the board at the entrance of the store. There was a Courtesy Associate located at the front podium and they were greeting customers as they entered the store. The store aisles were very clean and neatly arranged. The restroom was well stocked and very clean, with no bad odors. There were no smudges on the mirrors.

Sales Dept. 1 - Electronic Components

(Both first and last names are required for each associate.)

Please provide the associate's name. FIRST

LAST

Name:

***IMPORTANT NOTE***
You MUST use the following format including "Name:" at the front: Example:

Name: FIRST LAST. 24-26, female, 5'3"-5'5", short brown hair.


1. What was the name of the Sales Associate that helped you in this department? Please describe the associate by age, gender, height and hair color. If a salesperson is not visible, please go to the DSC station for assistance 2. Did the employee picture at the DSC podium match the person who was actually staffing the podium? 3. If the DSC was busy, did they acknowledge your presence and tell you that they would help you in turn? 4. Did the DSC station appear to be organized? 5. Did the Sales Associate initiate contact? 6. Did the Sales Associate greet you with eye contact and a smile? 7. Was there a Print Advertisement available upon request from the Sales Associate? 8. Did the Sales Associate take you to the specified Ad product that you asked for, then ask you qualifying questions, and show you other examples of products that might suit your needs as well? 9. Was the Sales Associate eager to assist and help to answer your questions? 10. If the associate was not able to answer a question, did they offer to take you to someone that could? 11. Did the Sales Associate suggest needed accessories to go along with your purchase, i.e.batteries, DVD movies, cables, mouse pad etc 12. Did the Sales Associate offer the Performance Service Contract on eligible items? 13. After asking for a discount, did the Sales Associate quote our Low Price Guarantee/ Internet Price Matching policy? 14. Did the Sales Associate thank you and ask if there was anything else that you needed?

Did you answer NO to any of the questions in this section?


In the narrative, please address all of the following: * Your interaction with the associate, * Discussion of specific item(s)--identify the item you were looking for, and * Associates demeanor, helpfulness, and knowledge.

Numbered by question, explain any "NO" responses for questions in this section.
Describe your observations, including the SPECIFIC item you discussed, and add comments on any "no" answers below. Please use the same format as in the example below. Example: As I was browsing the Electronic Components department, I was greeted by Jerome Wallis who was standing at the DSC podium. He smiled at me and said, "Good evening, how are you doing?" Upon my reply he asked if I needed assistance. I told him that I was looking for the Intel Core i7 on sale in the Sacramento Bee. He knew immediately which one I was talking about and said that the store was currently sold out. He checked the computer at the podium and said that five more were due in tomorrow. As he led me to its display, Jerome asked about my system's age and if I was going to build a computer from scratch. I told him that I was interested in replacing core and he said that I might need several other components as accessories such as a power unit. Jerome described all three components and said that I should be able to put my computer together for about $500. Upon saying this, I asked him if this was the best or lowest price available on the Core i7. Jerome answered positively saying that the unit was anniversary priced at $149 and was $100 discounted off its normal price. He said that it would be a "long time before the price dropped again like this." While he was very thorough with his presentation, Jerome did not mention the Performance Service Contract. When I had no further questions, Jerome thanked me and advised me to call tomorrow morning to see if the five units had been shipped in. The DSC podium was orderly and had a copy of the current advertisements. 12. The associate did not mention the Performance Service Contract. 13. While I did ask if this was the price or discount available, the associate did not mention the formal price match guarantee. Please describe your observations. Include the item that was discussed with the Sales associate and details on No or NA responses.

Sales Dept. 2 - Computers


(Both first and last names are required for each associate.)

Please provide the associate's name. FIRST

LAST
Tariq

Name:

Jason

***IMPORTANT NOTE***
You MUST use the following format including "Name:" at the front: Example:

Name: FIRST LAST. 24-26, female, 5'3"-5'5", short brown hair.


1. What was the name of the Sales Associate that helped you in this department? Please describe the associate by age, gender, height and hair color. 2. Did the employee picture at the DSC podium match the person who was actually staffing the podium? Jason Tariq, 28-30, male, 5'6"-5'8", short black hair

No

3. If the DSC was busy, did they acknowledge N/A your presence and tell you that they would help you in turn? 4. Did the DSC station appear to be organized? 5. Did the Sales Associate initiate contact? 6. Did the Sales Associate greet you with eye contact and a smile? Yes Yes Yes

If a salesperson is not visible, please go to the DSC Station for assistance. 7. Was there a Print Advertisement available upon request from the Sales Associate? Yes

8. Did the Sales Associate take you to the Yes specified Ad product that you asked for, then ask you qualifying questions, and show you other examples of products that might suit your needs as well? 9. Was the Sales Associate eager to assist and help to answer your questions? Yes

10. If the associate was not able to answer a N/A question, did they offer to take you to someone that could? 11. Did the Sales Associate suggest needed accessories to go along with your purchase, i.e.batteries, DVD movies, cables, mouse pad etc No

12. Did the Sales Associate offer the No Performance Service Contract on eligible items? 13. After asking for a discount, did the Sales Associate quote our Low Price Guarantee/ Internet Price Matching policy? 14. Did the Sales Associate thank you and ask if there was anything else that you needed? Yes

No

Note to Shopper for Question #15! See below for clients expectations on #15: Our expectation is that there are PRINTED samples available to show the quality of each printer, not that the printer is necessarily equipped to print a sample on demand. Most stores should have the printers sitting on a stand that has a pull-out tray which contains these samples. 15. Did the demo printers have samples available to view the print quality of each model? 16. Do all demo computers appear to be in operational condition? No

Yes Yes, and I will provide an explanation for each by numbered list in my narrative below.

Did you answer NO to any of the questions in this section?

In the narrative, please address all of the following: * Your interaction with the associate, * Discussion of specific item(s)--identify the item you were looking for, and * Associates demeanor, helpfulness, and knowledge.

Numbered by question, explain any "NO" responses for questions in this section.
Describe your observations, including the SPECIFIC item you discussed, and add comments on any "no" answers below. Please use the same format as in the example below. Example: I entered the department and began browsing the printers. From where I was standing I could see that the podium was clean and organized with print advertisements available. The podium was being manned by the person pictured. After browsing for a few minutes I was approached by Jesus Flores. He greeted me with eye contact asking if I needed help with anything. I told him I was interested in the 20" monitor that I seen in the ad. He escorted me to the monitor and showed me a few others he thought I might like. Jesus mentioned that a performance service contract was available with each of the monitors shown. Jesus told me that they had some great sales on printers right now. When I asked if the posted price on the monitor was the lowest available I was told that the sale price is the lowest price. The price match policy was never mentioned throughout the interaction. Jesus did not ask me if he could help me find anything else.

13. The Sales Associate did not quote the Low Price Guarantee/Internet Price Matching policy. 14. I was thanked but not asked if there was not anything else I needed. Please describe your observations. Include the item that was discussed with the Sales associate and details on No or NA responses. I asked Jason Tariq for the advertisement listing for laptops. The employee pictured at the DSC podium, Eric Fuentes, did not match the person who was actually staffing the podium. Jason Tariq brought out the advertisement and I told him that I was looking for the Sony computer screen. Jason Tariq took me directly to the Sony computer screen and it was selling for $1899.99. He said that it had Blu-Ray disc technology, HD/PC combination and powerful pc performance. He said that it was an excellent product and it was a great deal. The Sales Associate did not offer the Performance Service Contract on the appropriate items. The Sales Associate did not suggest needed accessories to go along with my purchase. The Sales Associate thanked me, but did not ask if there was anything else that I needed. I was not able to get samples from the demo printers. I asked for the best price discount on this item and the Sales Associate quoted the Low Price Guarantee/Internet Price Matching policy. Jason Tariq was very knowledgeable and familiar about the products that they were selling.

2.)The employee picture at the DSC podium did not match the person who was actually staffing the podium. Jason Tariq was staffing the podium while Erik Fuentes had his picture on the DSC podium 11.) The Sales Associate did not suggest needed accessories to go along with my purchase. 12.) The Sales Associate did not offer the Performance Service Contract on the appropriate items. 14.) The Sales Associate thanked me, but did not ask if there was anything else that I needed. 15.) I was not able to get samples from the demo printers.

Sales Dept. 3 - Software


(Both first and last names are required for each associate.)

Please provide the associate's name. FIRST

LAST

Name:

***IMPORTANT NOTE***
You MUST use the following format including "Name:" at the front: Example:

Name: FIRST LAST. 24-26, female, 5'3"-5'5", short brown hair.


1. What was the name of the Sales Associate that helped you in this department? Please describe the associate by age, gender, height and hair color. 2. Did the employee picture at the DSC podium match the person who was actually staffing the podium? 3. If the DSC was busy, did they acknowledge your presence and tell you that they would help you in turn? 4. Did the DSC station appear to be organized? 5. Did the Sales Associate initiate contact? 6. Did the Sales Associate greet you with eye contact and a smile? If a salesperson is not visible, please go to the DSC Station for assistance. 7. Was there a Print Advertisement available upon request from the Sales Associate?

8. Did the Sales Associate take you to the specified Ad product that you asked for, then ask you qualifying questions, and show you other examples of products that might suit your needs as well? 9. Was the Sales Associate eager to assist and help to answer your questions? 10. If the associate was not able to answer a question, did they offer to take you to someone that could? 11. Did the Sales Associate suggest needed accessories to go along with your purchase, i.e.batteries, DVD movies, cables, mouse pad etc 12. Did the Sales Associate offer the Performance Service Contract on eligible items? 13. After asking for a discount, did the Sales Associate quote our Low Price Guarantee/ Internet Price Matching policy? 14. Did the Sales Associate thank you and ask if there was anything else that you needed?

Did you answer NO to any of the questions in this section?


In the narrative, please address all of the following: * Your interaction with the associate, * Discussion of specific item(s)--identify the item you were looking for, and * Associates demeanor, helpfulness, and knowledge.

Numbered by question, explain any "NO" responses for questions in this section.
Describe your observations, including the SPECIFIC item you discussed, and add comments on any "no" answers below. Please use the same format as in the example below. Example: Nydia Duran staffed the DSC podium in Software. Ashley Sandhu was beside her behind the podium. I asked about Mortal Kombat for the PS3, which was listed in Friday's ad as being available today. Ashley offered to help me find it and led me to three places before she finally found it. She suggested other, similar games that I might enjoy and when she found that Mortal Kombat was a gift, and that I preferred puzzle games, she took me to that display and offered several of them as well. I asked if she thought Fry's had the best available price on Mortal Kombat and she told me that if I could find it cheaper elsewhere, Fry's would refund 110% of the price difference. She asked if there was anything else she could show me and thanked me for thinking first of Fry's. 2. Jeff Wade's picture was on the DSC podium in Software. Nydia Duran staffed the DSC podium. 12. No performance contract was mentioned. Please describe your observations. Include the item that was discussed with the Sales associate and details on No or NA responses.

Sales Dept. 5 - Audio/Video


(Both first and last names are required for each associate.)

Please provide the associate's name. FIRST

LAST

Name:

***IMPORTANT NOTE***
You MUST use the following format including "Name:" at the front: Example:

Name: FIRST LAST. 24-26, female, 5'3"-5'5", short brown hair.


1. What was the name of the Sales Associate that helped you in this department? Please describe the associate by age, gender, height and hair color. If a salesperson is not visible, please go to the DSC Station for assistance. 2. Did the employee picture at the DSC podium match the person who was actually staffing the podium? 3. If the DSC was busy, did they acknowledge your presence and tell you that they would help you in turn? 4. Did the DSC station appear to be organized? 5. Did the Sales Associate initiate contact? 6. Did the Sales Associate greet you with eye contact and a smile? 7. Was there a Print Advertisement available upon request from the Sales Associate? 8. Did the Sales Associate take you to the specified Ad product that you asked for, then ask you qualifying questions, and show you other examples of products that might suit your needs as well? 9. Was the Sales Associate eager to assist and help to answer your questions? 10. If the associate was not able to answer a question, did they offer to take you to someone that could? 11. Did the Sales Associate suggest needed accessories to go along with your purchase, i.e.batteries, DVD movies, cables, mouse pad etc 12. Did the Sales Associate offer the Performance Service Contract on eligible items? 13. After asking for a discount, did the Sales Associate quote our Low Price Guarantee/ Internet Price Matching policy? 14. Did the Sales Associate thank you and ask if there was anything else that you needed? 15. Were all televisions on and have remote controls attached to be easily demonstrable?

Did you answer NO to any of the questions in this section?


In the narrative, please address all of the following: * Your interaction with the associate, * Discussion of specific item(s)--identify the item you were looking for, and * Associates demeanor, helpfulness, and knowledge.

Numbered by question, explain any "NO" responses for questions in this section.
Describe your observations, including the SPECIFIC item you discussed, and add comments on any "no" answers below. Please use the same format as in the example below. Example: Norbert stopped me on the way to the DSC to ask if he could help me find anything today. I said yes and asked for an ad. I asked about the Major Brand 40" LCD HDTV for $599. He looked it up on the computer at the DSC where it was his picture on the front of the podium. He said it was a Samsung. He took me to the Samsung 46" and told me it ad the same features as the 40" I asked about. He said it was only 60 HZ and that I probably needed 120 HZ. He showed me the difference on another TV. He also said I would need an HDMI cable and offered me a DVD player. He said they had 3 LG TVs on sale for 36 months no interest if I put it on my Fry's card. He also mentioned a Sony for $699 that was also 3D. He later showed me a similar 40" Samsung and measured it for me. I asked if that was the lowest price. He said Fry's price matched any retailer. He offered to look it up for me and also asked me if there was anything else he could help me with today. I said no. He never went to the computer to price check for me. He gave me his business card and said I was to call him if I had any questions. All TVs I saw had remotes attached and were turned on. 8. He took me to a 46" Samsung HDTV and told me it had the same features of the 40" I asked about. Please describe your observations. Include the item that was discussed with the Sales associate and details on No or NA responses.

Sales Dept. 7 - Appliance/Telecom


(Both first and last names are required for each associate.)

Please provide the associate's name. FIRST

LAST

Name:

***IMPORTANT NOTE***
You MUST use the following format including "Name:" at the front: Example:

Name: FIRST LAST. 24-26, female, 5'3"-5'5", short brown hair.


1. What was the name of the Sales Associate that helped you in this department? Please describe the associate by age, gender, height and hair color. If a salesperson is not visible, please go to the DSC Station for assistance. 2. Did the employee picture at the DSC podium match the person who was actually staffing the podium? 3. If the DSC was busy, did they acknowledge your presence and tell you that they would help you in turn? 4. Did the DSC station appear to be organized? 5. Did the Sales Associate initiate contact? 6. Did the Sales Associate greet you with eye contact and a smile? 7. Was there a Print Advertisement available upon request from the Sales Associate? 8. Did the Sales Associate take you to the specified Ad product that you asked for, then ask you qualifying questions, and show you

other examples of products that might suit your needs as well? 9. Was the Sales Associate eager to assist and help to answer your questions? 10. If the associate was not able to answer a question, did they offer to take you to someone that could? 11. Did the Sales Associate suggest needed accessories to go along with your purchase, i.e.batteries, DVD movies, cables, mouse pad etc 12. Did the Sales Associate offer the Performance Service Contract on eligible items? 13. After asking for a discount, did the Sales Associate quote our Low Price Guarantee/ Internet Price Matching policy? 14. Did the Sales Associate thank you and ask if there was anything else that you needed?

Did you answer NO to any of the questions in this section?


In the narrative, please address all of the following: * Your interaction with the associate, * Discussion of specific item(s)--identify the item you were looking for, and * Associates demeanor, helpfulness, and knowledge.

Numbered by question, explain any "NO" responses for questions in this section.
Describe your observations, including the SPECIFIC item you discussed, and add comments on any "no" answers below. Please use the same format as in the example below. Example: I entered the Appliance Telecom department and started browsing the washers. Andrew approached me and greeted me. He asked if he could help me find anything. I told him I was interested in the Samsung 4 cubic foot front load washer on sale for $499. He took me directly to the unit and described its features. I asked if there were any other discounts and he said there were not any. He then showed me a few other units in my price range. He answered all the questions I had in a knowledgeable manner. He also told about Fry's Service Performance Guarantee. I then told him I wanted to look around some more but I would probably return for the washer. He thanked me for coming in and told me to have a good day. 11. The Sales Associate did not suggest any accessories. 13. After asking for a discount, the Sales Associate did not quote the Low Price Guarantee/Internet Price Matching policy. Please describe your observations. Include the item that was discussed with the Sales associate and details on No or NA responses.

CHECKOUT
(Both first and last names are required for each associate.)

Please provide the associate's name. FIRST

LAST

Name:

Taylor

Bradberry

***IMPORTANT NOTE***
You MUST use the following format including "Name:" at the front: Example:

Name: FIRST LAST. 24-26, female, 5'3"-5'5", short brown hair.


What was the name of the Check out Sales Associate? Please describe the associate by age, gender, height and hair color. 1. Did you receive a confirmation email that your product was ready to pick up within 20 minutes of submitting your order? (In-store pickup only) 2. How many customers were in line? 3. Was there a person directing customers to our next available cashier? 4. How long were you in line before you were directed to a cashier? 5. Was the cashier line flowing? 6. Did the cashier make eye contact and greet you with a smile? Taylor Bradberry, 25-27, male, 5'7"-5'9", short black hair

Yes

6-10 Yes 121 Seconds + Yes Yes

7. Was the cashier personable? If no, explain in Yes comment field. 8. Did the cashier ask if you found everything okay? 9. Was the cashier able to locate and retrieve the item quickly from the will-call area? (Instore pickup only) 10. If the cashier had to leave the register for any reason, did they inform you as to what they were doing? 11. Did the cashier say, Thank you for choosing Frys and please show your receipt at the door? Yes Yes

Yes

Yes

12. Did Courtesy Associate at the exit door say, Yes "May I please see your receipt?"

Did you answer NO to any of the questions in this section?

No

In the narrative, please address all of the following: * Your interaction with the associate, * Details of your transaction, and * Associates demeanor, helpfulness, and/or knowledge.

Numbered by question, explain any "NO" responses for questions in this section.
Describe your experience at the cash register, and add comments on any "no" answers below. Please use the same format as in the example below. Example: I received an email 8 minutes after I placed my online order saying it was ready for pick up at this store. I got in line and was immediately sent to a cashier by the associate standing by the railing. When I got to the cashier, Aagya smiled and greeted me. She asked if I had found everything today. I said yes. I put my items on the counter and also handed her my online order. She looked at it and said she'd go get it and be right back. She was back in few

minutes with my order. She showed it to me and asked if it was the correct item. I said yes so she rang it up. She asked if I wanted to put these items on my Fry's card. I said no and handed her my Visa card. She processed my items, handed me my bag and receipt. She thanked me and told me to be sure to show my receipt at the door. When I got to the door Ashley greeted me and asked for my receipt. She told me she was going to look in my nag and check the items against my receipt. I said OK and handed hr my receipt. She checked in my bag and marked my receipt. She told me to have a very nice day. Please explain your observations and interactions with the Cashier. Please include associate's name where applicable. Include details on No or NA responses. There were nine customers on line. A male associate, Ajoy Mathew directed me to the next available cash register in 123 seconds. The cashier line was flowing very fast. I received a confirmation email. The cashier, Taylor Bradberry said that he had to go and pick up my item. The cashier said that he would be back in five minutes. Taylor asked me if I wanted this on my Fry's card. The cashier promptly processed my transaction. Taylor handed me my receipt and thanked me for shopping at Fry's and told me to show my receipt at the door. As I exited the store, the associate, Julio Tuch greeted me and asked for my receipt. He checked my receipt and the contents of my bag and told me to have a great day.

CUSTOMER SERVICE SALES - RETURN


(Both first and last names are required for each associate.)

Please provide the associate's name. FIRST

LAST
Cabos

Name:

Hector

***IMPORTANT NOTE***
You MUST use the following format including "Name:" at the front: Example:

Name: FIRST LAST. 24-26, female, 5'3"-5'5", short brown hair.


What was the name of the Sales Associate who Hector Cabos. 60-62, male, 5'8"- 5'10", short gray hair helped you with the return? Please describe the associate by age, gender, height and hair color. 1. How long was the wait for assistance from the time you entered the cashier's line? 2. Did the Customer Service Sales Associate come to greet you when you were next and escort you to their station. Were they personable? 3. Did associates appear to have a sense of urgency? 4. Was the Customer Service Sales Associate empathetic to your return needs? 5. Did the Customer Service Sales Associate verify to see if the return item was correct and that all parts were accounted for? 6. Did the Customer Service Sales Associate ask why the item was being returned? 7. Did the Customer Service Sales Associate label the product with an open box sticker where applicable? 8. Were all associates polite and timely with their passwords? 9. Did the Customer Service Sales Associate thank you and explain the credit and refund documents? 10. If a charge card was used, did the Customer Service Sales Associate ask you if 1-2 Minutes

For #2, please ALWAYS mark N/A if you are shopping location 05, 07 or 08. Yes

Yes Yes Yes

Yes Yes

Yes Yes

Yes

you were going to do any further shopping or if you would like a store credit? 11. If it was a cash transaction, did the Customer Service Sales Associate direct you to registers 1 - 5? 12. Was the area free from debris and wellorganized? N/A

Yes No

Did you answer NO to any of the questions in this section?

In the narrative, please address all of the following: * Your interaction with the associate, * Details of your transaction, and * Associates demeanor, helpfulness, and/or knowledge.

Numbered by question, explain any "NO" responses for questions in this section.
Describe your experience at the returns desk, and add comments on any "no" answers below. Please use the same format as in the example below. Example: The return associate was Damion Williams. He walked up to the line to greet me and told me that he would be able to assist me. He escorted me back to his station. I told him that I wanted to do a return. He was empathetic to my return needs. He verified to see if the return item was correct and that all parts were accounted for. The customer service associate supervisor, Anna Jorden, came over to enter her password. Damion thanked me and explained the return and refund documents. The area was free of debris and well organized. 6. He did not ask for the reason of return. 10. I used a charge card to pay for my purchase and the associate did not ask me if I wanted to exchange or obtain store credit. Please describe your observations and interactions with the Customer Service Sales Associate. Please include associate's name where applicable. Include details on No or NA responses. The return associate was Hector Cabos. He greeted me and told me to come over to his station. I told him that I wanted to do a return. He asked me what was wrong with the item and why it was being returned. I told him it was the wrong size. He checked to see if the return item was correct and matched with my receipt. Hector asked me if I would like to shop for anything, but I said that I would not like to shop right now. Hector called the associate to get the password to process the return. The associate supplied the password. Hector processed the return and explained the return and refund documents to me. The area was very neat with no form of debris or paper and very well arranged.

Comments
In the narrative, please address all of the following: * Your overall experience, and * BRIEFLY, re-state those major factors affecting your visit--positive *AND* negative. Describe in detail your overall experience at this location. Example: Overall, the selection and quantity of merchandise at Fry's was impressive. The shelves were well organized and the staff seemed willing to give directions to wanted items. Even though the wait at the Computers podium was long, the associate that assisted me was knowledgeable and helpful. The telecom/appliance department associates were aloof and acted as if I was interrupting them. Although one of the associates attempted to show me the advertised item, he malfunctioned the item as well as the other TVs in the area. He did not show me additional items.

The cashier was friendly and polite. She greeted me with a warm and cheery smile. She conducted the transaction quickly, but did not inform me of the need to show my receipt. The return was handled in an unprofessional manner. The associates were more interested in the item I was returning than in completing my transaction. Overall, I appreciated the large selection, but found the customer service to be lacking. Please describe your observations in detail during the visit. Overall, I was quite satisfied with the infinite selection of items in the store. All the items in the aisles were well set and the prices were all clearly noticeable. I was quite satisfied with the customer service that I received from the associate at the computer section. The associate took the time to show me and explain about the merchandise that I was interested in. The cashier was kind and polite. He carried out the transaction in a prompt, professional manner. The cashier thanked me and told me to show my receipt at the door. The cashier asked me whether I would like this on my Fry's card. The return portion of the shop was handled in a very professional and proficient manner with no complications at all. Receipts: Send within 24 hours via e-mail to receipts@servicecheck.com, or via fax to: Last name A-M: 310-362-8998 Last name N-Z: 310-943-1468 Payment policy: We begin processing payments for all shops completed within a month on the last day of the following month (for example, June payments will be processed July 31st). Processing usually takes 1-2 weeks. The Paid on date in your shop log reflects the day payment processing began, not the date on which you will be paid. Payment is made via Paypal. We no longer issue paper checks.