12/29/2016

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Harmon Mystery Shop 2016 (5)

Loca on:

Shopper:

Tatem,Rosalyn[ID:254230]

Date:

Month

/ Day

/ 2016

TimeIn:

HH

: MM

InvalidTime:Cannotbeblank

TimeOut:

HH

: MM

InvalidTime:Cannotbeblank

rtatem

InvalidLoca on:Cannotbeblank

InvalidDate:Cannotbeblank

For Internal Use Only

SentryTeamNotes

Proof of Visit
AmountSpent:

UploadReceiptHere

Service Basics
1.Numberofassociatesyoupassed?(required)
2.Numberofassociateswhogreetedyou?(required)
ONLYentertheappropriatenumberintheempty
box.
Associates:
Listallassociatesyoupassed,boththosewhogreetedandthosewhodidnot.Includethename(ordescrip onifyoucouldnotseename.DoNOTinclude
age),iftheygreetedyou,whichdepartmenttheywerein,andwhattheyweredoing.
Forexample:
*Marysaid,"Hi,howcanIhelpyou?"inHairCare,stockingmerchandise
*Female,short,redhair,5'5'6''tallsaid,"Hello,"inTravel,assis ngacustomer
*John,didnotgreet,inMakeup,walkingby

3.Oeredacartorbasket?(required)

Yes

No

a.Nameordescrip on(ifunabletogetaname)
DoNOTincludeageinanydescrip ons.

b.Itemscarried:(required)
(byshopper)

c.Aisle/Departmentloca on

d.Numberofminutesitemswerecarried:(required)
Pleaseuse"MM:SS"formatwhenanswering.

MM

SS

e.Whodidnotoeryouacartwhileyouwereholdingyouritems?

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4.Wereyouescortedbyanassociate?(required)
Youmustaskforaproductinanotherdepartmenttoevaluatetheescort.Beingescortedtogetabasketisnotavalidescort.

Yes

No

d.Wereyouoeredaddi onalassistance?(required)

Yes

No

5.Wereallassociateswearingnametags?(required)
Ifyes,butyoudidnotobtainALLnames,pleaseexplainwhy:
EnterN/AifyouprovidedALLnames.

Yes

No

6.Wereallassociatesclean,wellgroomedandinuniform?(required)
Jeansandsneakersareacceptableuniforma re.

Yes

No

7.Wereyouabletoshopwithoutbeingimpededbyfreight?(required)

Yes

No

8.Wastherestroomcleanandstocked?(required)

Yes

No

9.Wasthestoreves bulecleanandunclu ered?(required)

Yes

No

Yes

No

a.Nameordescrip on(ifunabletogetaname)
DoNOTincludeageinanydescrip ons.

b.Aisle/Departmentloca on

c.Escortedto
Mustbetoaproductinadierentdepartment,NOTtogetabasket.

Describeyourobserva onandinterac onwiththesalesoorassociates:

Store Cleanliness

Describethestorecondi on.Besuretoprovideampledetailforany"no"answers.

Monthly Scenario
Telephonecustomerserviceskills.
SCENARIO:Callthestoreandasktospeakwiththemanager.Oncemanagerisonthephone,askiftheyarehiring.
10.Didtheassociateanswerthephonecorrectly?(required)
BEFORE01/01/17''Happyholidays.Thankyouforcalling{Harmon,HarmonFaceValues,orFaceValues}.Thisis___speaking.HowmayI
helpyou?''
AFTER01/01/17''Thankyouforcalling{Harmon,HarmonFaceValues,orFaceValues}.Thisis___speaking.HowmayIhelpyou?''
Ifno,whatdidtheAssociatetellyou?

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Associate'sname:
11.Didtheassociatetellyoutheyweregoingtoplaceyouonhold?(required)
Explainwhathappenedandwhattheassociatetoldyou.
Yes
No,Iwasplacedonholdwithoutwarning.
Iwasnotplacedonhold.

12.Howlongwereyouonholdbeforeyouwereabletospeaktoamanager?
MM:SSformat(e.g.,00:30for30seconds;00:45for45seconds,2:00fortwo
minutes,etc.).SelectNAONLYifyouwerenotplacedonhold.

N/A

Managername:
13.Whatbestdescribeshowthemanageransweredyourques on:(required)

Yes
No,butwearealwaystakingapplica ons.Youcanapplyonlineor
throughtext.
NoorNo,wearenothiring.

Pleasecommenthereonthescenario:
Provideadetaileddescrip onofthephonecall.sta ngexactlywhatthemanagertoldyouwhenyouaskediftheywerehiring.

Front End Purchase Experience

CashierNameand/orDescrip on
DoNOTincludeageinanydescrip ons.

14.Didthecashiersmileandgreetyou?(required)

Yes

No

15.Didthecashieroeraddi onalitems?(required)
IfYes,includetheitem(s)oeredinthecommentsec onbelow.

Yes

No

16.Didthecashiersaythankyou?(required)

Yes

No

17.Didthecashierhandyouthepurchase?(required)

Yes

No

18.Wastherealineattheregister?(required)
3ormorepeople,includingyourself,isconsideredaline

Yes

No

Yes

No

Yes

No

a.Ifyes,wereaddi onalregistersopened?(required)
19.Howlongwasyourwaittocheckout?
Pleaseuse"MM:SS"formatwhenanswering.

N/A
MM

SS

Describeyourobserva onofthefrontendandyourinterac onwiththecashier.

Pleasedetailany"No"answers.

Overall Store Assessment

20.Wereassociatescoveringthecosme carea?(required)

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a.Timespentindepartment(inminutes)(required)
Pleaseuse"MM:SS"formatwhenanswering.

MM

SS

21.Wasamanagervisible?(required)

Yes

No

22.Wouldyourecomendthisstoretoyourfriendsandfamily?(required)
Whyorwhynot?

Yes

No

23.Wouldyoushopinthisloca onagain?(required)

Yes

No

a.Nameand/ordescrip on
Ifyoudidnotgetaname,indicatewhyyouthoughttheassociatewasamanager.DoNOTincludeageinanydescrip ons.

Comments:

Overall Comments
Pleaseusethisareaforaddi onalcommentsregardingyouroverallexperience.

YOUMAY:
Oeryouropinion
Usethissec ononlyforaddi onalcomments
DONOT:
Includedetailsofhowyouconductedtheshoporanyotherinforma onthatmaymakeyouiden able.
Simplyrestatepreviouscommentsorrephraseyourresponsestotheques ons.

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