Questionnaire - MARIE CLAIRE Oct

Questionnaire: Mystery Shopping
Store: MARIE CLAIRE Section 1: Store Environment (Max 15/1 point) YES 1 1 1 1 1 1 1 1 1 1 1 NO
1. Was the signage of Marie Claire clean? 2. Was the outlook well-maintained? 3. Was the front entrance clean? ( Including the front door, windows and floor) 4. Was the doorman opening the door for the customers with greeting? 5. Was the temperature inside the store comfortable? 6. Were the inside-walls clean? ( There should be no stains, cobwebs, dampness or broken
plaster )
7. Was the floor of the store clean? 8. Was the lighting inside the store appropriate? 9. Was the staff observing proper attire/dress code? 12. Was the condition of the furniture good? 13. Was the furniture properly arranged?
14. Were the products properly displayed? 15.Were the products displayed on the stands according to the hierarchy? (Small, Medium,
Large)
1 1 1 1 1
16.Were shoes placed as per the category i.e. bridal, formal, casual, high heels, flats? 17.Was Marie Claire visible on the shoe stand? 18. Were the shelves clean?
Section 2: Customer Service - (Max 40 points) Marks YES No
1. Were you greeted by the staff member? 2. Did the staff member offer help? 3. Was the staff member well-groomed? 4. Did the staff member maintain eye contact? 5. Did the staff member offer seat? 6. Did the staff member appear genuinely interested in serving the customer? 7. Was the staff member polite during the interaction? 8. Did the staff member try to establish the value of the product without prompting? 9. Did the staff member suggest other shoes/ products to the customer? (Up selling, Cross selling, Suggestive selling) 10. Did the staff member try to close the sale? 11. Offer right shoe first to the customer hand for the trial of shoe? 12.Did the staff member inform about promotions or new arrivals? ( if applicable) 13.Did the staff member inform about Marie Claire Club? 14. Did the staff member have product knowledge? 15. Did the staff member confirm item(s) before purchase is finalized? 16. Did the staff member walk the customer to the counter?
2 2 3 2 2 2
2 2 3 2 2 2
3 2
3 2
4 4 2 2 2 2 2 3 2 4 N/A 3 N/A N/A N/A N/A N/A 2 2
Section 3: Counter (Max 20 points)
Marks
Yes N/A
No N/A 3333113333
1. Smoothness at the counter? (First come first serve) 2. Service orientation (smiling, greeting, acknowledging) 3. Did the staff member inform about Marie Claire club? 4. Did the staff member inform about exchange policy? 5. Packed item(s) in Marie Claires shopping bag(s)? 6. Did the staff member offer promotional leaflet? ( if
applicable)
2 3 2 2 2
N/A
2 2
222 2 2
N/A
2
N/A
N/A N/A
7. Did the staff member ask for suggestions on comments book? 8. Thanked you or showed appreciation for visiting Marie Claire? 9. Did the staff member return the correct change?
Section 4: Product Assessment (Max 25 points) Marks
3 3333333333333 2 2
N/A
N/A
No
Yes 3 5
1. Shoe is comfortable? 2. Was the shoe available in your preferred size? 3. Did the staff member check the availability of shoe size on Marie Claire network? (will be applicable if above is no otherwise it will be N/A) 4. What colors were available in the shoes?
3 5 3
N/A
Variety Casual orange pinks, black, red Pink Formal Black, beige, browns, white Brown
N/A
Party wear Red, black. white, brown Red Wedding Gold Red Silver borwn Gold
Colors Most Dominant color
7. Were bags available in various designs and colors? 8. Was the assortment of the shoes as per company standards? 9. What was the material of shoe? 11. Was the shoe worth the price you paid? 12. Was the box of the shoe clean? 13. Which of the shoes were mostly available in the store?
3 3
Material Design %age
3 N/A
Rexine 40 Leather 20 Others (Suede/Fabric) 40
4 4
Variety %age
N/A N/A
Casual 25 Formal 25 Party wear 40
N/A N/A
Wedding 10
Which type of Key Success Area Store Environment Customer Service Counter Product Assessment Final Score Comments:
Total Score
Applicable Score
Points Scored Achieved %age Score
Rating
Final Evaluation
Wait Time at the counter?
____N/A______
Transaction Time? Number of customers inside the store?
_____N/A______ _______1__
SUBJECT: Mystery Shopping Report of Marie Claire Outlet As per Marie Claires Mystery Shopping Assessment program, Mystery Shopping Service Quality Assessment of Marie Claire Outlet has been conducted; please find enclosed underneath findings for your reference.
Store Env.
Rating Criteria Excellent Good Average Unacceptable
Customer Service
Counter
Product Assessment
90% & above 80% to 89% 70% to 79% Below 70%
Score would be provided through score card
The Mystery Shopping Assessment report is attached for your reference and following are the key areas of improvements found during the Assessment: Key Problems There was only one customer representative present there but quite a few customers.
And even he was not properly dealing with the customers. And a doorman was also missing. Store environment The signage as well as the outlook and the inside store was kept clean. Although there was no one present to open the door. The walls, shelves and furniture were all clean and the products
were neatly displayed. Other elements of store environment such as lighting and temperature were also fine. Customer service There was only two sale rep. in the store. One was at counter and the other one was looking after the customers. The one who was looking after the customers his name was Shazaed Ali and the other one was not wearing a name tag. They both were properly dressed up. However they both did not seem genuinely interested in selling the products to customers. There was only one person in outlet to deal with customers and even he was not properly doing that. He did not offer me a seat not even to the other customer. Everyone was looking for shoes themselves he did not offer his help, he was just standing quietly in the middle of the store. I could see new arrivals in store but he did not mentioned me about them. . Counter Since I did not purchase anything I did not experience the service on the counter. Product Assessment The product range was good and newer designs could be seen. There was more variety in colors too and a lot of reds and brown as well as balcks could be seen apart from the more basic colors. The shoes were comfortable and also available in preferred size. Suggestions
There should be an increase in the number of customer representatives. Newer shoes should be added more often to create a wider product range

Questionnaire - MARIE CLAIRE Oct

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Questionnaire: Mystery Shopping

Section 2: Customer Service - (Max 40 points) Marks YES No

4 4 2 2 2 2 2 3 2 4 N/A 3 N/A N/A N/A N/A N/A 2 2

Section 3: Counter (Max 20 points)

Colors Most Dominant color

Points Scored Achieved %age Score

Wait Time at the counter?

Transaction Time? Number of customers inside the store?

90% & above 80% to 89% 70% to 79% Below 70%

Score would be provided through score card

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