Discovery

Confidence

Music Store Scenario

Survey Name Yamaha 2016: Mystery Visits 2017

Type Project Mystery visit
Project Manager Ildiko Zaban
Website www.yamaha.com
 Aim of the Visit
To assess customer experience, staff product knowledge, brand knowledge, product recommendation as
well as their general sales skills. It is vital that you record the details of your visit and how you felt about
the experience and service provided by the consultant in an accurate and truthful way .

 Visits must be performed in the local language

Language  Your report must be completed in English

 Visits can take place during regular opening hours.

 Reports should be submitted within 12 hours following the
Timing visit

 You are interested in buying a digital piano with some

experience in playing the instrument
 Mention that you live in a flat so you want to play often with
headphones
 You allow the sales staff to recommend any product suitable
for your needs without mentioning any brand name
 The consultant should ask questions to find out your needs.
Allow the consultant to make suggestions. If Yamaha
product was offered please prompt for it
Music Store  You will need to know some details about digital piano
Scenario functions and features to be able to discuss them with the
sales staff – these details will be described later in the
Guidelines and explained in the training video
 During the conversation you have to raise an objection
against the Yamaha product offered (e.g. it is too expensive)
 This is a non-purchase scenario: at the end of the
consultation, you will inform the staff member you can’t
decide, and need more time to think it over and consult with
the family
 It is very important to give Yamaha a detailed insight into the
visit and the interaction with the staff member
Comments  In the comment boxes you need to give detailed
explanations

 Take a picture of the store exterior

Proof of  Bring a business card from the shop if it is available
Visit

 If you are missing any information regarding the location to

Questions
visit or if you are not able to visit the location in the correct
timeframe, please contact us
 Preparations
o Once you have been assigned a new visit, please check the address of the store which you
will be visiting. Don’t forget to double-check the opening hours as well.

o Please study the guidelines and the questionnaire carefully, to familiarize yourself with the
scenario before performing the actual visit. Do not take a hard copy of the
questionnaire/guidelines with you in the store.
o Watch the training video on the following link:
https://www.youtube.com/watch?v=9jPTboclKrM&feature=youtu.be

o Check your camera (full battery, in working order) to avoid any issues when taking the
storefront picture after the visit.

During The Mystery Visit

Visit a music Ask for

store digital
piano

Show interest in the products that are

recommended by the staff member

I. Store Appearance
Check the start time and end time of your visit

Upon entering the store, you must first observe the store interior. You should specifically note
the following:
 Was the entrance clear of obstructions?
 Was the interior of the store clean and tidy?
 Was the store properly lit?
 Which (piano) brands were most visible in the store?
 Were the Yamaha pianos in good condition?
 Did Yamaha POP displays (cards indicating main product features) appear on each piano?
 Was a price card available on each product?
 Were Yamaha catalogue(s) available in the store?
II. Staff performance
Greeting and Approach
In case you are not approached by a staff member, you will need to approach him/her
yourself.
Check how long it takes from entering the store to a moment you are acknowledged and
approached by a consultant and how they greet you.
Notice what the employees were doing when you entered the store
Try to get the sales assistant’s name (ask for a business card) or you will have to give a
description of the person in the questionnaire

Identify Consumer Needs

When you are approached by a consultant asking if they can help you, please say something
like: ‘I’d like a digital piano for my son/daughter for practicing at home”
Leave your question open and do not mention YET which brand you are looking for. Let the
consultant discover your needs.
 If the consultant asks if you have a particular budget in mind please say that it is
around 1500 EUR. (please convert this value into your local currency)
 Please notice if the staff member asked at least 3 open questions to identify your
needs and how did pay attention

Proposal, Product Knowledge and Selling Techniques

Yamaha is the brand we are particularly interested in, but allow the consultant to enquire / make
suggestions spontaneously BEFORE asking them about Yamaha.

If the consultant has made recommendations for brands other than Yamaha you must ask them
about the brand to see what they say. Say something like, “What about Yamaha?”
Please listen carefully how the consultants introduces the brand to you, what products they
recommend, explanations given, what features are mentioned, how they demonstrate the products
and how knowledgeable they are. The sales person should be able to answer the basic key
technical questions.

Sales person should give you demonstration of the pianos preferably starting with a basic line
model of digital pianos (YDP model) comparing it to an expensive CLP/Clavinova model and then
gradually down presenting the models which cost less. If the sales assistant does not initiate a
product demonstration please ask for it!
Note carefully which models were presented, you are advised to write down or ask the shop
attendant to write down for you the model number. Yamaha digital pianos have model codes
like ”CLP-585”. Here are some examples of the different models and grades:
Clavinova: CLP-625, CLP-635, CLP-645, CLP-675, CLP-685
Arius: YDP-143, YDP-163, YDP-S52
P series: P255, P115, P 45
As an example these are the three most frequent pianos that you can probably see in the shops
in different color variations:

CLP-635 CLP-625 YDP-143

Product name and type is indicated next to the DP keyboard:

Pay attention to the knowledge of the sales person. The sales person should be able to
demonstrate and explain the main features of the digital pianos and key technical
questions.
Key Technical Questions
Keyboard
Basic line models: These pianos are equipped with GHS keyboards and 2 sensors. It means that it
is necessary to return the key to the starting position in order to repeat the note.

CLP line models: These have GH3X keyboards, which means that under each keys 3 sensors can be
found. It makes the player able to have articulation (the character changes based on the way of
pressing the key) and the fast repetition of the same note, it is not necessary to return.

Escapement
In the name GH3X, the X means escapement. Basic line models do not, while CLP line models
have this feature. It can prevent any interference with strings vibration. When the keys are
pressed gently it produces a slight clicking sensation.

Binaural sampling
This feature enables to play with headphones. Binaural sampling is used only for the voice CFX
GRAND. CFX GRAND means that samples were recorded from the position of the player which
proves a more natural and better sound. All models of the CLP line have this feature, other sounds
do not use this technology.

Number of tracks for recording

For example YDP line and CLP-625 offer only 2 tracks to be recorded, while models from CLP-635
upwards can record 16 tracks (MIDI) or they can play and record audio data (1 stereo track).

Display
All models from CLP-635 are equipped with a display, others can be used with iOS app Digital
Piano Controller or function button along with concrete keys.

Voices
YDP models and CLP-625 have 10 voices and can layer 2 voices, while models from CLP-635 have
36 voices and the possibility of having different voices for the right and left hand.

Applications
These are smart devices which can enlarge the features of digital pianos. The sales person should
be able to present these. Examples: NoteStar, PianoDiary, Digital Piano Controller, etc.

Campaigns
The sales person should mention the available campaigns concerning Yamaha digital pianos.
Guarantee is extended for 5 years after the registration of the piano on Yamaha web page.
Flowkey is an application which offers virtual piano lessons with a 3 months premium account for
free.
In case you have any doubts regarding technical data or if you have any questions please
contact the following e-mail address: cz.yamaha.ekb@gmail.com

Overcoming Objections
Once a Yamaha digital piano is suggested/recommended to you, you have to make an objection. You
can for example say that the item is quite expensive as you are not sure if son/daughter would play the
piano for a longer period or mention that you are thinking of buying cheaper model or cheaper
competitor's product for first step and step up to Yamaha later. Please note how the staff member
tries to overcome your objection.

Closing
Once you have gone through the process, you should thank the consultant and say that you can’t
decide and would like more time to think it over and discuss it with your family. Notice how the staff
member will end the conversation.

Evaluator’s Personal Opinion

In this part you have to give a score from 0 to 10 on how likely are you to recommend the visited
store to family or friends, describe the attitude of sales staff and give a brief summary about the
whole visit

III. Proof of Visit

As a proof of visit you have to take a business card from the store and take a picture of the store
exterior after you have left the shop. These pictures have to be uploaded into the report.
 After the Visit

Report submission

Please make sure that you submit your report within 12 hours following your visit. Should our editors
have questions about your report, you should be available to answer them within 12 hours.
Any relevant information about the visit that was not covered by the questions in the report, you can
explain in the comment box at the end of the report.

Payment process
Once your report has been reviewed and finalized by BARE, you will be paid at the end of the
subsequent month. In order to ensure timely payment of your assignment, please make sure you
don’t commit any of the mistakes mentioned below.

Reasons For Non-Payment

The proof of visit is missing or the upload is of bad quality.
You followed wrong scenario or visited the wrong store.
The report is submitted too late with no valid explanation.
The report contains inaccurate or incomprehensible comments.
We cannot contact you for more information after the mystery visit.
Not following any of the instructions outlined in this document.
The report is not detailed enough.

Thank you for your collaboration and good luck with your
mystery assignment!
The Bare Team