Observation manual

SCENARIO:
You need to evaluate a particular Triumph store.
You should ask for a casual bra.
You should make a purchase.
We reimburse max. 10 EUR for the purchased product. Plus 5 EUR just for the visit.
Visit can be performed: Monday to Friday from 16 o’clock in the afternoon until closing and on Saturdays and
Sundays after 11 o´clock until closing.

Before the visit

1) Read the manual and the questionnaire attentively.

2) Make sure you know the address of the location and how to reach it.
3) Make sure you have understood everything. If you have any questions, please feel free to contact
your country coordinator.

During the visit

You should memorize:

1) Time of entrance to the store;

2) Number of customers you saw in the store during your visit (in the department you visited);
3) Number of Sales Assistants you saw in the store during your visit (in the department you visited);
4) Description of the Sales Assistant who advised you;
5) Description of the Cashier in the sales process;
6) General attitude of the consultant and the salesperson towards you.

Steps of the visit:

 You come to the particular Triumph store. Your visit time should not be less than 20 minutes.
 You need to receive a consultation on casual bra.
 If consultant doesn’t approach to you in 5-10 minutes you should ask for an advice by yourself.
 Try to analyze if salesperson knows the products well and see if he/she will ask you to try it.
 You should obligatory try two or more bras.
 You should analyze if the SA is ready to serve you in front of the cabin and suggests you any
other garment and enthusiastic to sell more products.
 Memorize if additional sales are proposed.
 Attention: it is forbidden to ask about promotions, discounts, gift certificates by yourself. Also it
is impossible to talk during the visit by mobile phone, to ask the professional questions which
aren't related to the consultation.
 Choose a product of your choice and go to the cash point.
 You can buy any type of cloth of any price. We reimburse max. 10 EUR for the purchased
product.
 If you purchase goods worth more than 10 euros, the amount of compensation remains
unchanged. If the product costs less than the budget, You will get reimbursed the exact price.
 Pay attention to the tidiness of a cash desk. Memorize the farewell words of the sales person.
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  At the end of the visit you should take a store front photo. Please do it secretly not to reveal yourself.

After the visit

 Start to register your answers as soon as possible and not later than 12 hours after. Before you go to
the each and next page of a survey, make sure you press the middle-one (of a three) button, to save
your answers. Otherwise there is possibility that your answers disappear.
 Please be sure you use your local language in your answers and be as specific as possible. Your
impressions are important to keep improving customer service.
 At the end of the survey you will have to upload obligatory artefacts.
 Remember that writing comments is particularly important if you give a negative evaluation.
However, all the comments you write as a client are very important, even if you evaluate the criteria
from the survey positively.

OBLIGATORY ARTEFACTS:

 Scan/photo of the receipt

 Photo of the store front

All photos must be of the high quality (photo should not be blurry, indistinct, etc.) all the information on the
receipt must be legible.

PAYMENT:

 The payment will be carried out on approximately the 20th day of the month following the month in
which visit was accepted by the Company providing that the you included all the necessary payment
information in your account.
 The Company is committed to using PayPal as its standard method of payment. Or with IBAN transfer
directly.
 All survey’s results are monitored. The objectiveness of your comments is checked by our
validators. We will contact you if we need some clarifications or additional comments.
 Before transferring your payment, we are waiting for the Client comments concerning the
accuracy of your responses.
 Company withholds the right to deduct 100% of your remuneration for the given Mission per a
contractual penalty in case of occurrence of any defects of the visit:
 the Report has not been drawn up personally by you, the Report has not been drawn
up by you in accordance with General Terms and Conditions (you can find it in “My
settings – More”), and in particular in accordance with the instructions, guidelines,
procedure indicated by the Company;
 within the time period for performing the Report you have failed to conduct a test or
the test has been conducted in an inappropriate manner, in particular by way of a
failure to apply or applying an improper method;
 there is no recording of the Mission provided when required;
 you performed the wrong scenario of the Mission;
 you performed the Mission on the wrong date and/or in the wrong timeframe deviating
from the communicated date and/or time provided in the project training material and/or
by Company’s Mission Coordinator;
 you are proven to have falsified any of the documents, including but not limited to
Report and/or proof of Mission;
 you are exposed as a Mystery Shopper at any point of the Mission by a member of the
staff at the Facility in question, both intentionally and unintentionally;
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  you allow another person(s) to perform his/her Mission,
 in case you didn't provide the Company with the obligatory proof of the visit.
 If a store is closed when you visit it during the normal operation hours, don’t forget to take
a picture and send it to us to illustrate the problem you have encountered. Such visits will
be paid 50%.

If you have some questions or you can’t perform the visit, please contact your country
coordinator immediately!

Have a good visit and good luck!

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