Store name

TOTAL
SCORE

Guardians 2014 Mystery Shoppers

Programme Questionnaire
Date: __________________

No. of staff: ______________

Time:__________________

No. of customer: __________

100

*** All examples are for reference only, anything similar is acceptable***
***Any language can be used, as long as it is understood***
(If give ZERO score, please provide explanation. However, we welcome all feedback and comments for all sections.)

1. SHOPFLOOR (max 40 marks)

SCORE
a.

b.
c.

d.
e.

f.

Staff to acknowledge customer with a

smile, eye contact and greeting. (eg. welcome to Guardian, how are
you, hello, hi etc.)
Name of staff who did/did not
greet________________
Greeting by any other staff that are
present.
Name of staff who did/did not
greet________________
Staff must approach customer to
offer help when they see a customer.
If staffs are busy serving other
customers, once they are available,
they must immediately approach the
next customers to offer help. (eg.
How may I help you, sir/ma'am? Is
there anything you're looking for?)
Name of staff who did/did not offer
help________________
After completing part 1(c), staff must
offer further help, by showing
customer to the product location.
After completing part 1 (d), staff must
provide info/advice on the usage of
product, OR suggest alternatives, OR
value packs, OR any other offers, eg.
Purchase with purchase/gift with
purchase
Staffs/promoters are not chit
-chatting and are attentive to
customers.
Name of staffs/promoters that chit
chat__________________

10

None, or not
complete

All done

No

Done

No

Done

0
Just point to product
location
0
No knowledge

5
Bring to product
location
8
Able to provide good
info & advice, OR
suggest alternatives

0
Staff/promoters busy
chit chating, OR
standing/walking
aimlessly, OR
leaning against
gondola

3
No chit-chatting &
positive body
language

Comment:

_____________________________________________________________________________________
_____________________________________________________________________________________

2. CASHIER SERVICE (max 35 marks)

SCORE
a.

b.

c.

d.

e.

Cashier to acknowledge customer

with a smile, eye contact & greeting.
(Eg. Hi ma'am/sir! Anything else to
add?)
Cashier's Name:_____________________

Did cashier promote Purchase With

Purchase, OR Gift With Purchase OR
any other offers?
Cashier must hand over the change
and merchandise to the customers
politely with receipt.

Cashier must establish eye contact,

smile, and say 'Thank you'.
Cashier to bid farewell. (Eg. Please
come again, have a nice day, bye,
etc.)

None, OR
Incomplete- Eg.
Smile & eye contact
only, or greet only

All 3 done- Smile,

eye contact & greet

No

Done

10

Merchandise or
change left on the
counter

Receipt given +
Hand over
merchandise &
change politely

10

No

All 3 done

10

No

Done

Comment:

_____________________________________________________________________________________
_____________________________________________________________________________________

Please attach your receipt here:

3. STAFF GROOMING (max 15 marks)

SCORE
a.

b.

c.

Staff presents a neat & clean

appearance. Long hair is neatly tied
away from face. Wears minimal
make-up, at least face powder and
lipstick/lip gloss
Pharmacists, Executives, Supervisors,
Sales Assistance, and/or promoters
wear the correct attire. (eg. Jacket,
uniform, tudung, shoes).
White jacket-Pharmacist, Orange Executives, Supervisors, Sales
Assistance, Part timers- Orange Tshirt, Orange apron/supplier uniformpromoters
Shoes- Black, dark brown or dark
blue. Sport shoes, court shoes (all
covered), sandals with straps are
allowed. Slippers are NOT allowed
Name tag must be worn on the
upper left hand side of the
uniform/jacket. Name tag must not
be covered by badges, tudung/hair.
Must be clearly printed/readable.
Please provide short description of
staff(s) without name tags.

0
No make up

0
Any staff not in
correct attire

0
Any staff without
name tag, OR with
name tag covered
by tudung/ badges/
hair, OR not clearly
readable

5
Well groomed with
make up (female),
and neat & clean
appearance (male)

5
All in correct attire,
both shoes &
uniform

5
ALL staffs with
clearly readable
name tag

Comment:

_____________________________________________________________________________________
_____________________________________________________________________________________

4. STORE AMBIENCE (max 10marks)

SCORE
a.

b.

Trading floor is clean without any

garbage, empty boxes, stools,
baskets and/or unattended stocks

There are
garbage/empty
boxes/stool/basket/st
ocks on trading floor
unattended

Trading floor is clean

& tidy. OR at least
one staff attending
to the stocks

Lights
flickering/blackout,
OR music is not on at
an appropriate
volume, OR air
conditioning is not at
an appropriate
temperature

ALL 3 are
functioning wellLights, music and air
cond

Store ambience is good

Comment:

_____________________________________________________________________________________
_____________________________________________________________________________________

Overall Comments:_____________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________