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MYSTERY SHOPPING GUIDELINES 1. INTRODUCTION Area: Watsons There are three types of Watson ’s store in

MYSTERY SHOPPING GUIDELINES

MYSTERY SHOPPING GUIDELINES 1. INTRODUCTION Area: Watsons There are three types of Watson ’s store in

1. INTRODUCTION Area: Watsons

MYSTERY SHOPPING GUIDELINES 1. INTRODUCTION Area: Watsons There are three types of Watson ’s store in

There are three types of Watson’s store in the Philippines

MYSTERY SHOPPING GUIDELINES 1. INTRODUCTION Area: Watsons There are three types of Watson ’s store in
MYSTERY SHOPPING GUIDELINES 1. INTRODUCTION Area: Watsons There are three types of Watson ’s store in
2. HOT POINTS
2. HOT POINTS

2. HOT POINTS

2. HOT POINTS
3. GENERAL EVALUATION FLOW 3.1. When you arrive at the store, please confirm the address. The
3. GENERAL EVALUATION FLOW 3.1. When you arrive at the store, please confirm the address. The

3. GENERAL EVALUATION FLOW

3. GENERAL EVALUATION FLOW 3.1. When you arrive at the store, please confirm the address. The
  • 3.1. When you arrive at the store, please confirm the address. The same location may have several Watsons shops nearby, make sure you visit the correct one. If we find the store you visit is not the one we require, we will not be able to accept your report.

  • 3.2. If you see there are so many customers in the store that each staff has to deal with over two customers, please wait for a while before coming into it.

  • 3.3. Evaluate the walkway:

    • Is the floor clean?

    • Is there any rubbish or paper box blocking the way?

  • 3.4. Evaluate lightings:

    • The key point is a bright feeling. It is scored when you feel the store is bright enough, even if not all the lights are lit.

    • To those lit lights, please observe if there is any broken or flashing one.

  • For Philippines Department Store or Drug Store, please do not evaluate the ceiling lights in store.

    • 3.5. Evaluate product display Please check one meter distance of any of the shelves on the following aspects:

    3. GENERAL EVALUATION FLOW 3.1. When you arrive at the store, please confirm the address. The
    • Check if products are neatly placed on the shelves.

    • Check if shelves and products are dust free.

    • Check if there is any torn or expired products.

    • Check if there is any out of stock situation.

    3. GENERAL EVALUATION FLOW 3.1. When you arrive at the store, please confirm the address. The

    PS: If there is OUT OF STOCK LABEL on the price tag of the out of stock items, then it should be considered up to standard and gain score. When you find no there is no OUT OF STOCK LABEL during your visit, but there turns out to be one before you leave the store, it can also gain score.

    3.6. Evaluate price tags :  Are all price tags showing the correct items and theirhttp://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform% 20Standards%20Combined%20Store.pdf " id="pdf-obj-3-2" src="pdf-obj-3-2.jpg">
    • 3.6. Evaluate price tags

      • Are all price tags showing the correct items and their prices?

      • Are all price tags computer-generated but not hand-writing?

  • 3.7. Evaluate promotional materials

    • Observe if there is any promotional material being block.

    • Observe if there is any expired or torn promotional material.

  • What is shelf Tag?

    3.6. Evaluate price tags :  Are all price tags showing the correct items and theirhttp://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform% 20Standards%20Combined%20Store.pdf " id="pdf-obj-3-24" src="pdf-obj-3-24.jpg">

    What is Price Tag?

    3.6. Evaluate price tags :  Are all price tags showing the correct items and theirhttp://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform% 20Standards%20Combined%20Store.pdf " id="pdf-obj-3-28" src="pdf-obj-3-28.jpg">

    Some of the products have their individual price tags (E.g.: make up and fragrances in the demo counters)

    For department stores and drug stores, they do not have shelf tags but all items should be marked with individual price tags.

    • 3.8. Evaluate product categories

      • Observe if product section SIGNAGEs (Health, Beauty and Fun) are visible and accurate.

      • Check if it is easy navigating to the categories.

    4. STAFF GROOMING

    Please click the following link to download the Watsons Uniform Standard. If you find any staff does not dress in standard, please record and point out in the report. Uniforms are different between types of store.

    For Combined Store:

    For Department Store: <a href=http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform% 20Standards%20Department%20Store.pdf For Drug Store: http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform% 20Standards%20Drug%20Store.pdf 5. GROOMING STANDARDS Please click the following link to download the Watsons Grooming Standard. If you find any staff does not match the standard, please record and point out in the report. http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Grooming%20Standards.pdf 6. BEHAVIOR STANDARDS Observe if there is any staff in store:  Chit chatting at work For Philippines, Q20 is evaluating Watsons staffs, however Q20a is evaluating Demo Sales from other brands.  Chewing gums  Talking in/playing mobile phone  Showing incorrect posture, like leaning at desk or wall, crossing arms or hands in pocket 7. CUSTOMER WELCOMING Pay attention to greetings:  What are the greeting words?  Are they smiling?  Do they have eye contacts with you? 7.1. Basket Service Watsons require their staffs to provide you a basket whenever they see you are holding several items in hand. You will need to pick up more than three items during your shop and hold in hand for a few minutes to evaluate if any of the staffs pass you a basket. Put the items back to the place before you leave the store. It is quite important for you to remember what you held in hands, as you will be required to put down the item names in your report. 7.1.a. When the staff starts to talk to you, please pay attention if he/she is able to listen you with patience, smiling and eye contacts. 8. SALES STANDARDS AND PROFESSIONALISM Pay attention whether staff asks you open end questions to understand your needs or not. An open end question will be a question that cannot be simply answered with YES or NO. Normally it will start with WHAT, HOW, WHY, WHEN, etc. Please note down the questions he/she asks. " id="pdf-obj-4-2" src="pdf-obj-4-2.jpg">

    For Department Store:

    For Drug Store:

    For Philippines, Q20 is evaluating Watsons staffs, however Q20a is evaluating Demo Sales from other brands.

    • Chewing gums

    • Talking in/playing mobile phone

    • Showing incorrect posture, like leaning at desk or wall, crossing arms or hands in pocket

    • 7. CUSTOMER WELCOMING

    For Department Store: <a href=http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform% 20Standards%20Department%20Store.pdf For Drug Store: http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform% 20Standards%20Drug%20Store.pdf 5. GROOMING STANDARDS Please click the following link to download the Watsons Grooming Standard. If you find any staff does not match the standard, please record and point out in the report. http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Grooming%20Standards.pdf 6. BEHAVIOR STANDARDS Observe if there is any staff in store:  Chit chatting at work For Philippines, Q20 is evaluating Watsons staffs, however Q20a is evaluating Demo Sales from other brands.  Chewing gums  Talking in/playing mobile phone  Showing incorrect posture, like leaning at desk or wall, crossing arms or hands in pocket 7. CUSTOMER WELCOMING Pay attention to greetings:  What are the greeting words?  Are they smiling?  Do they have eye contacts with you? 7.1. Basket Service Watsons require their staffs to provide you a basket whenever they see you are holding several items in hand. You will need to pick up more than three items during your shop and hold in hand for a few minutes to evaluate if any of the staffs pass you a basket. Put the items back to the place before you leave the store. It is quite important for you to remember what you held in hands, as you will be required to put down the item names in your report. 7.1.a. When the staff starts to talk to you, please pay attention if he/she is able to listen you with patience, smiling and eye contacts. 8. SALES STANDARDS AND PROFESSIONALISM Pay attention whether staff asks you open end questions to understand your needs or not. An open end question will be a question that cannot be simply answered with YES or NO. Normally it will start with WHAT, HOW, WHY, WHEN, etc. Please note down the questions he/she asks. " id="pdf-obj-4-39" src="pdf-obj-4-39.jpg">

    Pay attention to greetings:

    • What are the greeting words?

    • Are they smiling?

    • Do they have eye contacts with you?

      • 7.1. Basket Service Watsons require their staffs to provide you a basket whenever they see you are holding several items in hand. You will need to pick up more than three items during your shop and hold in hand for a few minutes to evaluate if any of the staffs pass you a basket. Put the items back to the place before you leave the store. It is quite important for you to remember what you held in hands, as you will be required to put down the item names in your report. 7.1.a. When the staff starts to talk to you, please pay attention if he/she is able to listen you with patience, smiling and eye contacts.

    • 8. SALES STANDARDS AND PROFESSIONALISM

    For Department Store: <a href=http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform% 20Standards%20Department%20Store.pdf For Drug Store: http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform% 20Standards%20Drug%20Store.pdf 5. GROOMING STANDARDS Please click the following link to download the Watsons Grooming Standard. If you find any staff does not match the standard, please record and point out in the report. http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Grooming%20Standards.pdf 6. BEHAVIOR STANDARDS Observe if there is any staff in store:  Chit chatting at work For Philippines, Q20 is evaluating Watsons staffs, however Q20a is evaluating Demo Sales from other brands.  Chewing gums  Talking in/playing mobile phone  Showing incorrect posture, like leaning at desk or wall, crossing arms or hands in pocket 7. CUSTOMER WELCOMING Pay attention to greetings:  What are the greeting words?  Are they smiling?  Do they have eye contacts with you? 7.1. Basket Service Watsons require their staffs to provide you a basket whenever they see you are holding several items in hand. You will need to pick up more than three items during your shop and hold in hand for a few minutes to evaluate if any of the staffs pass you a basket. Put the items back to the place before you leave the store. It is quite important for you to remember what you held in hands, as you will be required to put down the item names in your report. 7.1.a. When the staff starts to talk to you, please pay attention if he/she is able to listen you with patience, smiling and eye contacts. 8. SALES STANDARDS AND PROFESSIONALISM Pay attention whether staff asks you open end questions to understand your needs or not. An open end question will be a question that cannot be simply answered with YES or NO. Normally it will start with WHAT, HOW, WHY, WHEN, etc. Please note down the questions he/she asks. " id="pdf-obj-4-63" src="pdf-obj-4-63.jpg">

    Pay attention whether staff asks you open end questions to understand your needs or not. An open end question will be a question that cannot be simply answered with YES or NO. Normally it will start with WHAT, HOW, WHY, WHEN, etc.

    Please note down the questions he/she asks.

    8.1. When you mention your questions, does he/she:  Focus and understand your words?  Not
    • 8.1. When you mention your questions, does he/she:

      • Focus and understand your words?

      • Not interrupt your words?

      • Give you an answer or show you to the right place?

  • 8.2. Pay attention if staff recommends you products based on your needs:

    • What are the products he/she recommends

    • Are the items up to your needsPlease note down the recommended product names, types and prices.

  • 8.3. Is the staff able to introduce products by mentioning their FEATUREs and

  • ADVANTAGEs/BENEFITs?

    • A FEATURE means the materials or technologies this product uses.

    • An ADVANTAGE/BENEFIT means the effects and values its FEATUREs bring to the user.

    8.1. When you mention your questions, does he/she:  Focus and understand your words?  Not

    Please note down the introducing words he/she says.

    • 8.4. When being refused, is the staff following the standard of “WATS”:

      • What was wrong?

      • Acknowledge and Apologize for the situation.

      • Thank you for letting us know that there is a problem.

      • Provide Solution.

  • 8.5. Observe if the staff does link sales. If yes, what kind of extra products he/she recommends?

  • Please note down the recommended product names, types and prices.

    9. CASHIER

    8.1. When you mention your questions, does he/she:  Focus and understand your words?  Not
    • 9.1. Please record the time you wait for payment. How many customers and cashier counters are there? For Philippines - no more than 5 customers per queue Please record the waiting number in your queue and also your waiting time.

    • 9.2. Does the cashier recommend you products besides the counter? (Please record the product type, brand and name)

    • 9.3. About membership card

      • Does the cashier remind you to use your membership card?

      • If you have a membership card, does the cashier recommend you to redeem your membership points?

    If you do not have one, does the cashier recommend you to create one?

    • 9.4. Observe whether the cashier follows the below standards or not:

      • Keep smiling and eye contact with you.

      • Speak out the amount of your purchase clearly and accurately.

      • Ask you if a plastic bag is needed. Put the items into the bag carefully. Handover the change/credit card/receipt/items to you with both hands.

  • 9.5. Pay attention if the staff thank you and bid you farewell.

  • 10. PROOF OF VISIT 10.1. Receipt of your purchased items, with clear time, items information andmaicalvara@gmail.com . After viewing your report, we will contact you if something needs to be revised. Please check your mailbox or Facebook inbox daily and reply to us within ASAP. 11.3. To each negative option you choose in the questionnaire, you will need to give an explanation in the relative pop up comment box. Your comments should be objective, real and detail, otherwise, we may refuse to accept your report. 11.4. Please avoid using unrespectable words in the reports. For example, when describe the body shape of a staff, DO NOT use words like “fat” .  Read the guidelines regularly to avoid making mistakes when doing a visit.  Confirm the visit date and hour.  Confirm the location address when you are there.  The visit hour should be at least 20 minutes.  Hold 3 items to observe whether the staff will provide you a basket or not. Do ’ s  Try to get the names of staffs who serve you but be careful not to expose your identity (Including sex, height, body shape, hair color, hair length, dressing, face shape, wearing glasses or not, special characters like mole and accessories, etc.).  Try to guide staffs to recommend and introduce you products.  Remember to keep the receipt and take the shop front picture before you leave.  Submit your report right after your visit and follow the timeline of report dealing to avoid excluded reports.  Don’t expose your mystery shopper identity at any time! D on’t’ s  Interaction with staffs is compulsory. Don’t rus h into the store, buy the items and walk away!  Don’t stare at the staffs’badge !  Don’t talk in phone or chat with your company during visits !  Don’t refuse recommendation or product trial invitation from staffs even you do not like the items!  Don’t talk with anyone about your evaluation! Thank you for your time and good luck! " id="pdf-obj-6-2" src="pdf-obj-6-2.jpg">
    • 10. PROOF OF VISIT

      • 10.1. Receipt of your purchased items, with clear time, items information and store address.

      • 10.2. Please take a picture of the store front in a distance

  • 11. REPORT WRITING

    • 11.1. You must complete the questionnaire within the day of your visit.

    • 11.2. Please send your report to Maimai Calvaras Facebook or maicalvara@gmail.com. After viewing your report, we will contact you if something needs to be revised. Please check your mailbox or Facebook inbox daily and reply to us within ASAP.

    • 11.3. To each negative option you choose in the questionnaire, you will need to give an explanation in the relative pop up comment box. Your comments should be objective, real and detail, otherwise, we may refuse to accept your report.

    • 11.4. Please avoid using unrespectable words in the reports. For example, when describe the body shape of a staff, DO NOT use words like “fat”.

  •  
    • Read the guidelines regularly to avoid making mistakes when doing a visit.

    • Confirm the visit date and hour.

    • Confirm the location address when you are there.

    • The visit hour should be at least 20 minutes.

    • Hold 3 items to observe whether the staff will provide you a basket or not.

    Dos

    • Try to get the names of staffs who serve you but be careful not to expose your

    identity (Including sex, height, body shape, hair color, hair length, dressing, face

    shape, wearing glasses or not, special characters like mole and accessories, etc.).

    • Try to guide staffs to recommend and introduce you products.

    • Remember to keep the receipt and take the shop front picture before you leave.

    • Submit your report right after your visit and follow the timeline of report dealing to avoid excluded reports.

     
    • Don’t expose your mystery shopper identity at any time!

    Don’t’s

    • Interaction with staffs is compulsory. Don’t rush into the store, buy the items and walk away!

    • Don’t stare at the staffs’badge

    • Don’t talk in phone or chat with your company during visits

    • Don’t refuse recommendation or product trial invitation from staffs even you

    do not like the items!

    • Don’t talk with anyone about your evaluation!

    Thank you for your time and good luck!