Mystery Shopping Checklist

April 2019

Dealer Facility Dealership Staff Product Demo Product Price

Dealership Facilities
Question Yes No

Visible signage’s and boards were there which directed you to

the dealership.

Were you able to locate the dealership easily?

Adequate parking space was available at the dealership.

Parking space of the dealership was clean and organized.

Dealership entrance was clean and well maintained.

Location of reception was clearly visible from the dealership

entrance.

Reception area was neat and well kept.

Restrooms were clean and well stocked with toiletries.

View from customer lounge to display area was unobstructed.

Customer lounge was there at the dealership.

Bulletin Board containing information on latest news about

company was placed in the customer lounge.

Customer lounge at the dealership was well maintained and

organized.

Customer lounge was well stocked with the product

brochures and magazines.

Refreshment was served while you were waiting in the

customer lounge.

What could be considered opportunities for improvement?

1. The dealership is located at a Central Residential Area

and hence visiting prospective customers would come
with their children. With this aspect in mind an area for
children could add to the charm of the showroom
considerably.
 2. Updated information about the Company and a
historical walk through about the Company could add
the emotional impact to the visitors and also ensure a
heart felt bonding with the customer.

3. The information displayed near the Ignis was of the

Diesel version which is no longer produced or sold.
Hence close attention to these details could help.

Dealership Staff

Question Yes No

Staff at the parking entrance greeted you at the time of

arrival.

Signage and boards were there to guide you from parking

area to dealership entrance.

Dealership staff welcomed and greeted you while entering the

dealership.

Receptionist was present at the reception area.

Receptionist greeted you with a positive attitude.

Receptionist was well groomed and was wearing the official
attire and name badge.

Dealership staff approached you to help as soon as you

entered the dealership.

Sales Consultant greeted you with a positive attitude.

Sales Consultant was friendly and confident in his approach.

Sales Consultant was well groomed and was donning the

official attire and name badge.

Sales Consultant noted down your initials details.

Sales Consultant escorted you to the customer lounge.

Sales Consultant offered refreshment to you.

Sales consultant payed undivided attention and understood
the need.

Sales consultant thoroughly listened to understand your

need.

Sales consultant asked you to complete a sign-in sheet

and/or register with the Customer Registration System
(CRS)?

Dealership staff approachable all the time and provided

prompt and genuine service throughout your visit to the
dealership

Body language of the dealership staff was positive.

Product Demo
Questions Yes No

Was the display car neat and clean?

Sales consultant gave static demo of the product/car.

Sales consultant opened car door for you to enter the vehicle.
Dealership Sales Consultant was well versed with the product
features?

Sales Consultant offered test drive of the product/car.

Sales Consultant demonstrated relevant accessories

according to your need.

Sales consultant explained the key/standout features of the

vehicle.

Terminology used to explain the features of the product was

easy to understand.

Sales consultant was well versed with the competitor

products.

Sales consultant used brochure and/or other tools to

demonstrate the product.

Test drive vehicle was available at the dealership.

In case response to the previous question is no, then did sales
consultant ask for you your convenient time place for the test
drive?

Test drive vehicle was neat and clean.

Was there any pre-defined route for the test drive?

Sales Consultant asked you to fill the customer declaration

form before the demo drive.

Sales consultant explained the basic controls of the vehicle

before the test drive.

After the test drive sales consultant escorted you to the

showroom.

Sales consultant addressed all the concerns and queries

deftly.

Sales consultant explained ongoing schemes and offers.

Sales consultant shared the information related to all the

relevant accessories.
Sales consultant informed about the delivery date/availability
status of the vehicle.

Product
Questions Responses
How well our product does meets
Not at all Slightly It's a perfect match
your needs?

Which of the following words would

Buggy Average The Best
you use to describe our product?

Which of the following features did you Advanced

Power Design Safety Comfort
like most? Features

How likely are you to recommend our product to Very Not at all
May Be
a friend or colleague? Likely

Compared to our competitors, is our product

Better Worse About The Same
quality better, worse, or about the same?

What would you say to someone who asked Not up to the

Great Average
about our product? mark

Very
How likely are you to buy our product? May Be Not at all
Likely

If you could change just one thing about our

product, what would it be?

Which other options did you consider before

visiting our dealership?
On a scale of 1 – 5 with 5 being the
most positive, how much would you 1 2 3 4 5
rate our product?

On a scale of 1 – 5 with 5 being the

most positive, how would you rate the 1 2 3 4 5
value for money of the product?

Price
Questions Yes No

Sales Consultant explained the price break up in detail.

Sales consultant explained all the offers, finance schemes

and rate of interest in details.

Sales consultant gave the printed copy of the proposal.

No

Sales consultant informed about the validity of the proposal.

Sales consultant gave me sufficient time to check the details

printed in the proposal.

Sales consultant explained the terms and conditions of the

proposal clearly.
Sales Consultant pressurized me to buy the product.

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.