| |
Mystery shop highlighting store and staff performance from the perspective of a luxury consumer.
The visit took approximately 15 minutes at the Tiffany and Co boutique:
25 Old Bond Street
Mayfair
Greater London W1S 4QB
|
| |
|
|
|
|
|
|
|
| |
| What were your initial impressions of the store location and exterior? | | |
|
|
|
|
| |
| Was the store exterior, for example the windows and surrounding ground, clean and appealing? |
| |
|
|
|
|
| |
| Was the window display enticing and interesting? Please comment. | | |
|
|
|
|
| |
| Did it present a representation or experience of the brand? |
| |
|
|
|
|
| |
| Do you feel the store exterior and display could be improved? | | |
|
|
|
|
| |
| How likely would you be to enter the store after viewing the exterior? |
| |
|
|
|
|
| |
| How do you feel it compared with surrounding stores with similar products? |
| |
|
|
|
|
| |
| Please comment on any other observations regarding the exterior of the store? | | |
|
|
|
|
|
|
|
|
| |
| Was the door opened for you by a doorman? |
| |
|
|
|
|
| |
| Did the doorman greet you? |
| |
|
|
|
|
|
|
|
|
| |
| Do you feel that the interior accurately represented the exterior and the brand? |
| |
|
|
|
|
| |
| Was your overall impression that the interior clean and well-presented? |
| |
|
|
|
|
| |
| Please add any further comments to this part of your visit. | | |
|
|
|
|
|
|
|
|
| |
| Were staff available and immediately visible within the store? |
| |
|
|
|
|
| |
| Were you greeted by someone and asked if you required assistance? |
| |
|
|
|
|
| |
| Upon entering, how long until you were approached or acknowledged by a sales assistant? |
| |
|
|
|
|
| |
| Did all members of staff appear smartly and uniformly dressed? |
| |
|
|
|
|
| |
| Were the staff presentable apart from their attire? (For example clean shaven, visible tattoos and piercings, appropriate hair and make-up) |
| |
|
|
|
|
| |
| Were they friendly in their greeting and body language? (Or did they appear hostile and/or aloof) |
| |
|
|
|
|
| |
| Were you asked at this point or at any time if you would like a seat? |
| |
|
|
|
|
| |
| Were you asked at this point or any other during the visit, whether you would like a refreshment? |
| |
|
|
|
|
| |
| Were you immediately asked if you were looking for something in particular? |
| |
|
|
|
|
| |
| Did the sales assistant seem interested in the occasion you were buying for? (For examples were questions asked relating to the person's taste/age etc) |
| |
|
|
|
|
| |
| Did they show you a range of the products similar to those you enquired about? |
| |
|
|
|
|
| |
| Did the sales assistant were a glove to handle the items? |
| |
|
|
|
|
| |
| Did they also present items on a tray at all times? |
| |
|
|
|
|
|
|
|
|
| |
| Did they adhere to any price you had mentioned? |
| |
|
|
|
|
| |
| Did they try and cross-sell? |
| |
|
|
|
|
| |
| Did they offer products that were part of the same range? |
| |
|
|
|
|
| |
| Did the sales assistant offer knowledge of the product? |
| |
|
|
|
|
| |
| When specifically questioned, did they seem knowledgeable about the product? |
| |
|
|
|
|
| |
| Did they tell you about the brand, and appear passionate about it? |
| |
|
|
|
|
| |
| When asked specifically did they appear knowledgeable about the brand? |
| |
|
|
|
|
| |
| Did they suggest other M+W boutiques for a larger product range? |
| |
|
|
|
|
| |
| Were any objection overcome smoothly and without a change in attitude towards the customer? |
| |
|
|
|
|
| |
| Did they take your contact details? |
| |
|
|
|
|
| |
| Did they offer their contact details/business card to you? |
| |
|
|
|
|
| |
| Were you escorted to the door? |
| |
|
|
|
|
| |
| Did the doorman open the door as you left? |
| |
|
|
|
|
| |
| How likely would you be to visit this store again, if looking for such a product? |
| |
|
|
|
|
| |
| How likely would you be to recommend this store to a friend or colleague? |
| |
|
|
|
|
| |
| How likely would you be to recommend Mappin and Webb to a friend or colleague based on your experience? |
| |
|
|
|
|
| |
| Do you feel that your expectations of the boutique and brand were met or exceeded? |
| |
|
|
|
|
| |
| Please add any other comments regarding this part of your visit. | | |
|
|
|
|
| |
| Please tell us how you rate these parts of your visit: |
| |
| The store exterior |
| | | The store interior |
| | | The staff attitude, appearance and expertise |
| | | The product range |
| | | The close of sale/exit |
| |
|
|
|
|
| |
| Please comment on the best part of your experience. | | |
|
|
|
|
| |
| Please comment on the worst part of your visit. | | |
|
|
|
|
| |
| Please comment on any improvements that could be made. | | |
|
|
|
|
Loading...
