Clive Shoes

Task: Mystery Shopping

Exterior Weightage Comment
Was outside area / approach to the store clean and free of 1-10
litter and obstacles?
Was the car parking area clean? 1-10
Was the signboard clean? 1-10
Was the signboard in good condition? 1-10
Was the signboard big enough to distinguish shop? 1-10
Were the lights of sign board fully lit? (At night only) 1-10
Was the glass door and window clean at entrance? 1-10
Were the products neatly displayed in the display window? 1-10
Was the campaign of the current period visible from outside? 1-10
Did the Guard greet and open the door for you? 0-1

Section Total

Interior (Physical) Expected Score

Was inside area / walls, floor & ceilings clean? 1-10
Was the furniture clean? 1-10
Were the merchandising windows/shelves clean? 1-10
Was the temperature inside the Store comfortable? 1-10
Was the lighting in the store bright enough? (at night time) 1-10
Were the products clean and neatly (in order) displayed on 1-10
the display racks inside the store?
Were the products present for display at shelves in good 1-10
condition (New)?
Did All products have price tags / stickers according to our 1-10
VM guidelines?

Interior (HR) Expected Score

Were all staff members wearing proper Clive uniform? 1-10
Were all staff members well groomed? 1-10
Were all staff members wearing proper shoes? 1-10

Section Total

Customer Service Section & Sales Team 1-10

Were you welcomed/acknowledged upon entering the store? 1-10
Were you attended by a staff member within 03 minutes of 1-10
entering the store?
Was the sales representative courteous and polite? 1-10
Did the sales person take the initiative to ask question to 1-10
identify your needs?
Did the Sales Staff let you speak and listen to your needs? 1-10
Did the sales person recommend the product as per your 1-10
needs?
Was the overall interaction with sales representative 1-10
satisfactory?
Did any staff member used slang language in shop 0-1
Selling Skills 1-10
Upon selection of a product, did the salesman bring the 0-1
selected pair of shoe?
In case of non-availability of selected article, did salesman 0-1
offer a suitable alter0tive pair of shoes?
After selecting the shoes, were you offered additio0l pair of 0-1
shoes or product on sale? (if you purchased something)
Did the salesperson suggest any accessories? (belts, socks, In- 0-1
soles, shoe polish or shoe laces) (if you purchased
something)
Did the posture of the sales person was appropriate 1-10
Did they listen to your requirements attentively and response 1-10
accordingly
Operations Expected Score
Were the shoe selected available in color and size required? 0-1
Were you presented with the shoe pair from stock room for 0-1
trial within 5 minutes of request?
Section Total
Section Total

Cash Counter Expected Score

Were you offered receipt of the transaction? 0-1
Were you given back the correct change? 0-1
Was the claim/return Policy and helpline information Cleary 0-1
visible?
Did Counter staff offers you the loyalty card 0-1
Did counter staff asks you to fill the suggestions forms for 0-1
review
Did Counter staff check the pair of purchased shoes before 0-1
handing it over to you
Q4, 5, 6 to be reported by those shoppers who are revisits
the shop for return and claim?
Was the staff courteous and cooperative when you told them 1-10
about your problem?
Did they make the exchange / accepted the claim easily? 1-10
Kindly give a small summary of claim process that you 1-10
experienced?
Closing Expected Score
Did someone in the staff say "Thank You" once you 0-1
were done with shopping?
Were you offered an invitation to revisit the outlet? 0-1
Did the salesman excused himself if he had to walk 0-1
away to attend another customer?
Section Total
 Overall Comments
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Sections Score Percentage
Achieved
Exterior Weightage Comment
Was outside area / approach to the store clean and free of  
litter and obstacles?
Was the car parking area clean?  
Was the signboard clean?  
Was the signboard in good condition?  
Was the signboard big enough to distinguish shop?  
Were the lights of sign board fully lit? (At night only)  
Was the glass door and window clean at entrance?  
Were the products neatly displayed in the display window?