Taneira: Mystery Audits (#935197)

Shop Requirements Location Info

This shop must be performed by 21/11/24, Taneira, R-City Ghatkopar, Mumbai - Purchase (ID# 8)
on these days and times : Weekdays Only (Monday to R city mall, 2nd floor,
Friday), 11 AM to 7:30 PM LBS Rd, Ghatkopar,
Mumbai, Maharashtra, IN 400086

Shop Info Shopper Info

Your Shop Fee: INR500.00 Priyanka Agrawal (12257)

Approved Expenses: INR0.00 priavni@gmail.com
Comments: Dear Shopper, Thank you for participating in
the Taneira audit! Please ensure that the audits are
conducted only on the dates mentioned below. Please read
through the guidelines mentioned in the email. Report has
to be filled online in the portal. As you are aware, all
formats / samples sent to you are confidential. Location: As
Assigned Days & Timings: Date: November 14/15/18/19/20/
21, 2024 (Do not visit on Saturday & Sunday) All days -
Between 11:00 am to 7:30 pm. (A minimum of 25-30
minutes is required to be spent in store for the mystery
part). Please Note: Do not delete the audit proofs for at
least 1 month from the day of performing the audit. Before
entering the store, start the audio recording, tell the store
name, date and time of visit. This is mandate and has to be
done. This project has a strict deadline (TAT) of 24 hours
which means you will have to perform the audit and submit
the report with 24 hours, so the timelines can be
maintained. Points to Remember: Ø Before entering the
store, start the audio recording, tell the store name, date
and time of visit. Notice the exterior of the store like the
signage, window display etc. Ø Carry an extra bag along
with you to check if the security guard / staff ask you to
keep it at the baggage counter. Ø Directly walk-in to the
store and start browsing around. Observe the ambience of
the store. Ø Let the staff come and approach you and ask
you for your requirements. If no one approaches you, call
the staff after some time and ask for assistance. Mention
that you are looking sarees within Rs 10000. Do not
mention the occasion by yourself and let the staff ask you
and then only reply. Also, let him ask if it is for yourself, to
which you can say its for yourself to wear it for daily
purpose. Ø Note the name of the staff you interact with and
his/her personal grooming factors like hair, nails, shoes etc.
If staff is not wearing a name tag, casually ask for staff’s
name at the end of the interaction or when you go back for
the refund. Ø Only if staff asks, it’s your first visit to Taneira
then say YES. You will proactively not inform this to the
staff. Observe if store tour was given and Taneira brand was
introduced. Ø Pretend you are not liking the saree designs
being shown and ask for more options, see what else they
are showing. Ø Notice if any music is playing in between. Ø
Shortlist atleast 2 sarees and keep it at the side, notice if
staff offers trial. Do not ask for trial proactively, only if
offered then take a trial. Ø Visit the washroom (not
available in mall stores) during the refund only and then
take photos. Ø You need to purchase a SAREE ONLY, within
Rs 2000 - 7000. Ø You need to buy a saree using cash or
credit card only. Do NOT pay by Debit card or UPI. Exit the
store, and then go back within 2-5 minutes, show the
authority letter and collect your refund. Ø Please spend
atleast 25-30 minutes in the store (mystery audit part –
before refund). Ø After that, please take photos of the store
– interior, TV, exterior, baggage counter, selfie outside
store, bill, saree purchased, washroom etc. (Don’t take any
photos during mystery audit part, ie before refund)
________________________________________ Proof of visit: (All
photos should have the date and time stamp on it) •
Exterior • Selfie in front of the store • Baggage counter •
Audio of the full interaction • LED TV – • Bill (clear photo) •
Purchased Saree • Carry bag of purchased saree. • Interior
– display of sarees etc. (at least 7-8 photos) • Washroom
Documenting the Audit: • Please visit your shop log and
click on the shop to fill the report-
https://www.shawreports.com/shoppers/
LoginShopper.norm.php • Please answer all the questions in
the report and justify all remarks for Yes/No/NA. Do not copy
paste the comments from the criteria to the remarks
column. • While entering the report, please fill it in third
person (addressing yourself as “agent” in past tense,
ensuring that the report is grammatically correct). • The
first alphabet of a sentence should be capital and the
sentence should end with a full stop. • A spell check must
be done before the report is submitted. • Do not use any
short forms or abbreviations, such as u for you. Please spell
out words correctly. • Ensure the date / time is entered
where indicated. Mention the timings of all checks done by
you. The pictures and audio recording can be attached in
the report or can be sent on genesia@shawhotels.com
through www.wetransfer.com or by Google Drive. Please
Note: · If any of the mentioned sections / points / checks not
done, report will not be accepted. · Please ensure that the
report is filled within 24 hours of the audit being conducted.
Send us a scan of the original bill along with the
photographs, or we will not be able to reimburse you for the
audit conducted. · Please ensure that the photographs are
labeled and in case you are doing more than one store,
please do not mix up the photographs and send them in
separate folders. · All questions are to be justified with a
Yes/ No and a Remark. All your remarks should be precise
and in detail. Failing which, we will not accept your report. ·
All bills and reimbursements will be cleared within 60 days
of the audit month. · Any cancellation or inability to perform
the audit assigned should be informed to us 24 hours in
advance so that it can be reassigned conveniently. ·
Detailed report to be sent to us. All checks are to be
covered and entered in the format, failing which
reimbursement for the audits done shall not be possible.
IMPORTANT NOTICE: Attention: We need an
acknowledgement from you confirming that you have
received and read the email. You must reply with the
following statement: "I confirm I have received this email
and have read and understood everything. I confirm that I
will perform this audit as per the guidelines and within the
deadlines. I also confirm that I will adhere to all rules and
regulations of the organization and all the terms and
conditions that are part of the shopper signup." Attention:
Immediate action required. Kindly update your Extended
Shopper Profile, particularly the Bank Account Details, if not
already done. This is of utmost importance. Disregard this
message if already completed. Kindly click here to log in
and proceed with the profile update. Attention: At Shaw
Hotels & Consultancy, we prioritize transparency in our
communication. Therefore, we kindly request that audits
should not be conducted without a formal confirmation
email. If there are any revisions to the fees, please ensure
to request an updated confirmation email. Please note that
WhatsApp chats will not be considered as valid confirmation
for audits. It is essential to obtain a proper confirmation
email, as this will assist in resolving any potential payment
discrepancies in the future. We will only be able to address
payment differences if there is a confirmed email indicating
the agreed remuneration. Please be advised that we will not
be held liable for any outstanding amounts in the absence
of a valid confirmation email. Attention & Important: Shaw
Hotels & Consultancy Services Pvt. Ltd., hereafter referred
to as "the Company," strictly prohibits and condemns any
form of misrepresentation of data, wrongful or criminal
deception, and fraud. The Company issues a stern warning
to all Mystery Shoppers against engaging in any unethical
practices that fall under these categories. Such practices
include, but are not limited to, the following: 1. Disclosing
one's identity as a Mystery Shopper to the establishment. 2.
Providing false and fabricated information in the Shopper
Profile or the Mystery Shop reports. 3. Submitting old, fake,
or fabricated Proofs of Visit. 4. Sending a proxy to perform a
Mystery Shop on behalf of the assigned shopper. 5. Creating
multiple mystery shopping accounts with the Company. 6.
Conducting mystery audits for a company where you, your
friends, or family members are currently or were previously
employed. 7. Failing to disclose prior audits conducted for
the same brand under a different mystery shopping agency.
Engaging in any activity that results in misrepresentation of
data, wrongful or criminal deception, and fraud is strictly
prohibited. Any report found to be in violation of these
principles will be immediately Cancelled/Scrapped, and the
Mystery Shopper's account will be permanently deactivated
without prior warning. Furthermore, any pending dues will
be revoked. Point to note: Please carefully review the
attached document for detailed instructions on how to fill
the report. It is crucial to adhere to the guidelines and
submit the report within the specified timelines.
Incomplete/un-filled reports will not be accepted. If you
have not received the guidelines document from the
scheduler or project manager, kindly request for it
immediately. Point to note: Shopper reimbursement
payments are typically issued within 60 - 75 days upon
successful completion and submission of the report, subject
to fulfilling all guidelines and providing accurate extended
shopper profile and bank account details. For payment
inquiries or follow-ups, contact accounts@shawhotels.com.
To stay informed about the brand's newest products and
services, as well as the latest promotions and deals, we
highly recommend visiting the brand's website. This will
ensure you have the most up-to-date information. By
accepting to conduct the Mystery Audit, you hereby
acknowledge that you have thoroughly read and
understood all the contents of the emails, including the
terms and conditions, rules, regulations, mandates, and
disclaimers. Any violation of the aforementioned terms and
conditions, rules, regulations, mandates, and disclaimers
will result in the Company reserving the right to initiate
legal action as deemed appropriate under the laws of India.
All information and attachments contained in this document
is considered highly confidential and proprietary to Shaw
Hotels & Consultancy Services Pvt. Ltd. Any unauthorized
use, disclosure or distribution may result in legal
consequences as prescribed by the applicable laws of India.
Let me know incase of any queries. Warm regards, Bhawna
S M: +91 7550243850 E: schedulers@shawhotels.com W:
www.shawhotels.com

Question Answer

Date shop performed 22/11/2024

Time of entry - 11:09

Time of exit - 11:49

Time Slot - Morning (1100 - 1300)

Name of staff - Sujata

Invoice Number (in case of purchase audit): 0

Auditor Selfie-
Auditor ID Card -

How well do you think our staff understood and helped with 9
what you needed? Rate from 1 to 10, where 1 is 'not at all'
and 10 is 'extremely well'

VA L E T & S E C U R I T Y G UA R D
1. Did the security guard stand up and welcome with a smile No
while entering? (Only applicable at stores with a Security
Guard)

2. Was the security guard in uniform and properly groomed? N/A

(Only applicable at stores with a Security Guard)
3. Did the security guard / housekeeping / RSO offer to take N/A
and keep your bag/s (not handbag/purse) at the baggage
counter/ or in a safe place near the entrance?

Section Remarks -

1. Store signage was visible from away clearly.

2. Store entrance was attractive as there was mannequin was well dressed.
3. Store glass, floors and shelves were neat and clean with proper lighting.
4. Merchandise was properly placed.
5. there was no one standing near entrance for welcoming or any assistance.
6. House keeping guy and one RSO Staff was present in the store.
7.Both of them was well dressed.
8. RSO was well groomed with saree uniform neatly tied.

S T O R E E N T RY
1. Was there anyone to receive you when you entered the Yes
store? (RSO, not security guard)

2. Were you greeted warmly upon entering the store? - Hi / Yes

Hello / Good Evening, Afternoon, Morning / Namaste

3. Could you hear music playing as soon as you entered the Yes
store? (Within first 3-4 minutes of entering inside the store)
Auditor to listen keenly for at least 4-5 mins before marking

4. Was the air conditioning set at a pleasant optimal level? Yes

5. Did the RSO ask you, “Is this your first visit to Taneira”? Yes

Section Remarks -

There was no one to receive me near entrance, but as I enter the store Sujata Name RSO was seating at front desk came
forward to assist me.
She greeted me Good Morning mam.
Then she asked specific questions before showing the merchandise.
She also gave briefing about the store.
RSO followed all the etiquette about the store.
She also asked me for water before showing the merchandise.

CUSTOMER JOURNEY
1. If you said it was your first visit, did the RSO speak about Yes
the brand and the differentiating story?

Share a brief note of what the RSO said in the audit report

2. Did the RSO offer to take you for a store tour? Yes

3. Did the RSO try and understand your requirement (either Yes
by showing products or asking you)?

Share a brief note of questions asked by RSO in report

4. Did the RSO ask you for the occasion of purchase? Yes

5. Did the RSO ask you if your purchase was for self or Yes
gifting?
6. How did the RSO identify the occasion of purchase and self/ RSO asked himself/herself without any hint by auditor
gifting (purchase for whom)?

7. If the purchase was for gifting, did the RSO additionally ask Yes
if you wanted to buy something for yourself?

8. Did the RSO offer to check if you are eligible for any Yes
Birthday / Anniversary discounts? If your Birth date /
Anniversary date is not available, did the RSO ask you for it?

9. Was the RSO you interacted with, in uniform and well Yes
groomed?

10. Was the RSO wearing a name badge? Yes

11. Were you offered water/tea/coffee during your journey? Yes

12. During the course of the interaction, did the RSO talk Yes
about all the categories of products that we offer? (lehengas,
stoles, dupattas, ready-to-wear blouses, running fabrics,
unstitched salwar kameez dupatta sets)

14. Did the RSO open and show the Pallu, Body, and Blouse of Yes
the sarees in which you showed interest?

15. During the course of interaction, did the RSO offer to keep Yes
shortlisted sarees/products aside?

16. Did the RSO offer to drape the shortlisted saree/s on you? No

17. Did the RSO talk about the loom during the customer No
journey and offer a tour of the loom? - Applicable only in
Indiranagar, Coimbatore, Vijayawada

18. Did you find any empty/used plastic bottles/unwanted No

material in the retail area?

19. Was the washroom dry and clean?- With tissues, foot N/A
operated dustbin (non overflowing)(NA for mall stores)
(Mandatory picture by auditor)

Section Remarks -

There no washroom as store in the mall.

About the store, about almost sarees were handloom and each has unique designs.
She showed many varieties such as tussar, chanderi, banarsi, Kanjeevarm, new arrivals.
She explained me bahut weaving and cloth materials very minutely.
She lete touch the cloth and feel the fabric texture.
Her hospitality was good she asked me for water as I enter inside store before telling about the store.
During showing of merchandise also she asked me tea and coffee.
Before showing merchandise she asked me certain question to know requirements.
1. For whom your looking?
2. What's the occasion.
3. What kind of design?
4. Anything for gifting purpose?

BILLING (PURCHASE AUDIT)

1. Did the cashier greet and acknowledge you when you went N/A
for billing? -(NA if the same RSO who takes you on a store
tour also does the billing)

2. Was the cashier wearing a name badge? (NA if the same N/A
RSO who takes you on a store tour also does the billing)
3. Was the cash desk and the ledge behind the cash desk Yes
clean and organized?

4. Did the cashier offer to enroll you into Encircle (if not Yes
already a member)?

5. Did the cashier ask you about the Reason of Purchase N/A
during billing? (NA if the same RSO who takes you on a store
tour also does the billing)

6. Did the cashier offer to redeem your accumulated Encircle/ N/A

Tata Neu points?

7. Did the cashier inform you about paying through interest Yes
free EMIs? Not Applicable at Applicable for all stores except-
Kondapur, Bhubaneshwar, Dhanbad, Siliguri, Ahmedabad,
Agartala, Agra, Kankarbagh, Saguna More, Surat, South City
Mall, Kukatpally, Chandigarh, Bhagalpur, Palassio Mall,
Baroda, Chandni Chowk, Rourkela, Cuttack, Ranchi, Indore,
Nashik, Adyar, Prayagraj, Malviya Nagar Jaipur, Vaishali Nagar
Jaipur

8. Did the cashier inform you about Bajaj Finserv interest free Yes
EMI? (Applicable for all stores except- Kondapur,
Bhubaneshwar, Dhanbad, Siliguri, Ahmedabad, Agartala,
Agra, Kankarbagh, Saguna More, Surat, South City Mall,
Kukatpally, Chandigarh, Bhagalpur, Palassio Mall, Baroda,
Chandni Chowk, Rourkela, Cuttack, Ranchi, Indore, Nashik,
Adyar, Prayagraj, Malviya Nagar Jaipur, Vaishali Nagar Jaipur)

9. Did the staff open and show the full saree before billing? Yes

10. Did the cashier stand up while handing over the invoice Yes
and card?

11. Did the cashier return the debit/credit card with two Yes
hands?

12. Did the cashier inform you about Taneira’s digital invoice Yes
and ask you if you wanted the physical invoice?

13. Did the RSO/Cashier show you the Google review QR code Yes
and ask you to leave a Google review for the store?- by
sharing the Google Review QR code at the cash desk

14. Did the RSO/Cashier inform you about the survey link that Yes
you would receive post purchase and the scale of rating? (A
feedback link is sent to the customer 1 day after purchase,
the scale of rating is from 0-10, 0 being the lowest and 10
being the highest)

15. Did the RSO offer to escort you till the door and offer to Yes
carry the product for you till the door (in case of purchase)?

16. Did the RSO thank you for coming and invite you to visit Yes
again soon?

Section Remarks -

Billing was done by same RSO Sujata.

She showed me the saree before packing.
She also told me the price.
She also gave me the discount I. E. Birthday discount 10%.
When asked about any discount for tata employees she said Yes, like 8% discount.
While billing process was going on, she try to explain Bajaj finance options, emi was also.
She told me to give google review. She gave physical invoice also inside the packet.
Housekeeping guy was properly packing the saree neatly.
WA L K- O U T ( N O N - P U R C H A S E A U D I T )
1. Did the RSO offer to take your name and number to Yes
contact you in the future?

2. Did the RSO ask you for the reason of non-purchase? No

3. Did the RSO offer to escort you till the door as politely and Yes
with the same warmth?

4. Did the RSO thank you for coming and invite you to visit Yes
again soon?

Section Remarks -

After billing process, she asked my dob, phone number and name for future reference.
She escorted me till exit and also gave review about the shopping.
She also said thank you and told do visit the store again with friends, colleague.

NON SCORING QUESTIONS

1. Were you satisfied with the Product Knowledge displayed Yes
by the RSO attending you?

Share details of what the RSO told you.

2. Were you satisfied with the Staff Service and Behaviour on Yes
floor?

In case of unsatisfactory behaviour, share details.

3. Was the RSO able to explain the product's uniqueness, and No

hence the premium pricing?

4. Experience the cash counter less billing in the store and Yes
share detailed feedback on customer’s experience & store
preparedness while going through the new process? Was the
billing done smooth smoothly? - Only for Pimpri, Rajkot,
Chandigarh, Mall of Asia, Sarjapur, Pondy Bazaar

Section Remarks- Share overall views on the questions above – Staff Conduct, Knowledge and Product Understanding

Staff has tremendous knowledgeable about the each merchandise and also gave touch and feel about the fabrics.
She also detailed about handwork design on each sarees.
She also understand my requirements properly and explained me the designs and also shows those kind of sarees.
She was showing me the sarees properly explaining it's pallu and blouse designs.
Billing was done smoothly and hustle free.
She was following proper etiquette of store.
Her posture was right.

Audio file -

Picture -
Caption - Google review

Picture -
Caption - Bill receipt

Picture -
Caption - Saree

Picture -
Caption - Store merchandise

Picture -
Caption - Trail room

Picture -
Caption - Store room

Picture -
Caption - Kitchen

Picture -
Caption - Fire extinguisher

Picture -
Caption - Mirror in trail room

Picture -
Caption - Exterior

Picture -
Caption - RSO Sujata near front desk

Picture -
Caption - Tenant

Picture -
Caption - Glass entrance

Picture -
Caption - Packet

Picture -
Caption - Google review reply

Picture -
Caption - Return receipts

Picture -
Caption - E receipts before return

Picture -
Caption - WhatsApp msg