Mystery Visit-2018-2019 Survey

Date shop performed

What time did you visit the store?

What time did you exit the store?

Time inside the store:

Please mention the name of the staff that attended you.

Please provide detailed physical description.

DEMO UNITS
1. Demo machine turn on: (Check at least one product in each category - Mac [a.Demo machines at least one turn on in all categories available in
Book, I-Pad, Mobile Phone) shop] [b.Demo machines turn on in some but not all categories] [c.No
Demo machine was turn on]

2. Was the demo machine switched on and was the screen showing a Apple [a.Yes, the demo machine was switched on and was showing a demo
screen saver or demo video video] [b.Yes, the demo machine was switched on, but there is no
demo video showing on it] [c.No]

3. Were a configration/information white playcard there with all the demo devices [a.Yes, the configration/information playcard present for all demo
devices] [b.Yes, the configration/information playcard present for
some but not all demo devices] [c.No]

4. If anything you noticed which you think is worth mentioning for demo devices
display. Please Mention

STAFF GREETING
1. How many customers were in the Apple Shop when you arrived?

Include yourself in the count, so number must be 1 or greater.

2. How many salespeople were in the Apple Shop when you arrived?

3. Customer to staff ratio

4. Was there a security guard at the store. [Yes] [No]

4a.Did the security guard greet you & Open the door for you. [a. Yes - The guard greeted me and opened the door for me.] [b. Yes -
The guard greeted me But the door was already open.] [c. Yes - The
guard greeted me but I had to open the door] [d.No]

5. What were salespeople doing in the Apple Shop when you arrived? [a. Looking to assist customers] [b. Assisting customers] [c. Dealing
Select all that apply. with stock or displays] [d. Doing paperwork] [e. Talking with other
staff] [f. Standing behind the counter] [g. Other, please specify:]

If other please specify

6. Did a salesperson acknowledge you within 4 minutes of arriving at the Apple [Yes] [No]
Shop?
Acknowledgement can be a gesture, a comment, or an offer of assistance.
 6a. What did the salesperson do to acknowledge or greet you.
7. How long did you have to wait to receive service in the Apple Shop?
Time from the moment you arrived at the Apple Shop until you received service
from a salesperson.
DISCOVER NEEDS
1. What was the first question asked by the salesperson to discover your needs?
2. During the interaction, what questions did the salesperson ask to determine
which product would best meet your needs?
Select all that apply.
If other, please specify:
3. Number of questions asked by the salesperson.
4. When you stated your interest in a laptop (MAC Scenario)/a tablet (IPAD
Scenario), did the salesperson respond by asking you questions about your
product needs?
If other, please specify
5. Describe the beginning of your interaction with the salesperson. How did the
salesperson respond when you stated your interest in a laptop (MAC Scenario)/a
tablet (IPAD Scenario)?
RECOMMENDATION
1. Which product did the salesperson recommend or mention positively FIRST?
[a. Verbal Greeting (Hello/Welcome etc.)] [b. Smile] [c. Eye Contact]
[d. None of the above]
[a. Did not wait – assisted immediately] [b. 5 minutes or less] [c. 6 to
10 minutes] [d. 11 to 15 minutes] [e. 16 to 20 minutes] [f. 21 to 25
minutes] [g. 26 to 30 minutes] [h. More than 30 minutes]
[a. General question(s) on how I would use the product] [b. Where I
would use the product: home, office, on the go, etc.] [c. If anyone else
would use the product: family, friends, etc.] [d. Questions about my
work, studies or hobbies] [e. Questions about specific uses, such as
email, Internet, photos, etc.] [f. How I use other technology, such as
current computer or smartphone] [g. What type of computer I use
(Apple Mac or Windows PC)] [h. If I own any other Apple products
(iPod, iPhone, or iPad)] [i. How much money I want to spend or What
is your budget?] [j. How many files, photos, or music I need to store]
[k. What processor or memory capacity I need] [l. If I prefer a certain
screen size] [m. If I need WiFi only or an iPad with WiFi + 3G/4G] [n.
No questions were asked, I had to proactively tell my needs]
[a. General question(s) on how I would use the product] [b. Where I
would use the product: home, office, on the go, etc.] [c. If anyone else
would use the product: family, friends, etc.] [d. Questions about my
work, studies or hobbies] [e. Questions about specific uses, such as
email, Internet, photos, etc.] [f. How I use other technology, such as
current computer or smartphone] [g. What type of computer I use
(Apple Mac or Windows PC)] [h. If I own any other Apple products
(iPod, iPhone, or iPad)] [i. How much money I want to spend] [j. How
many files, photos, or music I need to store] [k. What processor or
memory capacity I need] [l. If I prefer a certain screen size] [m.
General question(s) on how I would use the product] [n. Where I
would use the product: home, office, on the go, etc.] [o. If anyone
else would use the product: family, friends, etc.] [p. Questions about
my work, studies, or hobbies] [q. Questions about specific uses, such
as email, Internet, photos, etc.] [r. How I use other technology, such
as current computer or smartphone] [s. What type of computer I use
(Apple Mac or Windows PC)] [t. If I own any other Apple products
(iPod, iPhone, or iPad)] [u. How much money I want to spend] [v. How
many files, photos, or music I need to store] [w. If I need WiFi only or
an iPad with WiFi + 3G/4G] [x. If I prefer a certain screen size] [y.
Other, please specify:] [z. None, did not ask any questions]
[0 questions] [1 question] [2 questions] [3 or more questions]
[a. Yes – the salesperson asked me questions about my needs.] [b.
No – I had to volunteer my needs to continue the conversation.] [c.
Other, please specify:]
[a. MacBook Air] [b. MacBook Pro] [c. MacBook] [d. iPad mini (older
generations)] [e. iPad mini (newest generation)] [f. iPad Air (older
generations)] [g. iPad Air (newest generation)] [h. iPad Pro] [i. Other

If other brand (NOT Apple), please specify manufacturer and product type:
2. What other products did the salesperson recommend?
Select all that apply.
Do not include product accessories in this question.
If other brand (NOT Apple), please specify manufacturer and product type:
3. Salesperson recommended:
4. You indicated that the salesperson did not recommend an Apple laptop (MAC
Scenario) / an iPad (IPAD Scenario), even after you specifically asked about one.
What did the salesperson say in response to your request for information on an
Apple laptop (MAC Scenario) / an iPad (IPAD Scenario)?
5. Which of the following did the salesperson mention when explaining why the
recommended Apple product would be the best option for you?
Select all that apply.
If Others, please specify:
6. Number of needs related by the salesperson
7. Describe what the salesperson said when they made the Apple product
recommendation. What did they say about the product and how it meets your
needs?
DEMONSTRATION
1. Did the salesperson provide a demonstration or test drive of an Apple product
proactively?
Demonstration: The salesperson uses the Apple product to show you features.
Test Drive: The salesperson asks you to use the Apple product yourself to
explore features. The salesperson must stay with you and provide some guidance
on what to do.
2. Which of the following features did the salesperson demonstrate or have you
test drive?
Select all that apply.
If other, please specify:
Apple products] [j. Other brand (NOT Apple), please specify
manufacturer and product type:] [k. Did not get a recommendation]
[a. MacBook Air] [b. MacBook Pro] [c. MacBook] [d. iPad mini (older
generations)] [e. iPad mini (newest generation)] [f. iPad Air (older
generations)] [g. iPad Air (newest generation)] [h. iPad Pro] [i. Other
Apple products] [j. Other brand (NOT Apple), please specify
manufacturer and product type:] [k. Did not get other
recommendation]
[a. Mac first] [b. Mac second] [c. Did not recommend Mac] [d. iPad
first] [e. iPad second] [f. Did not recommend iPad] [g. No product
recommendation]
[a. Light and portable] [b. Internet access] [c. Email] [d. Create
presentations] [e. Post on social media sites like Facebook, Twitter,
etc.] [f. Photo or camera features] [g. Easy to use because you have
never owned an Apple computer] [h. Your budget] [i. Light and
portable] [j. Internet access] [k. Email] [l. Photo or camera features]
[m. Read ebooks and online news] [n. Watch movies and TV shows
online] [o. Easy to use because you have never owned an Apple
computer] [p. Your budget] [q. Other] [r. None of the above / no Apple
product presented]
[0 needs] [1 need] [2 needs] [3 or more needs]
[a. Both demonstration and test drive] [b. Test drive only] [c.
Demonstration only] [d. None]
[a. How light and portable the Apple product is] [b. How to browse or
search the web] [c. How to check or send email] [d. How to create a
presentation] [e. How to post on social media sites like
Facebook,Twitter, etc.] [f. How to use photo or camera features] [g.
How easy it is to learn to use the Apple product features] [h. Audio/
Video Capabilities] [i. Siri] [j. How light and portable the Apple product
is] [k. How to browse or search the web] [l. How to check or send
email] [m. How to use photo or camera features] [n. How to read
ebooks and online news] [o. How to watch movies and TV shows
online] [p. Siri] [q. How easy it is to learn to use the Apple product
features] [r. Other, please specify:] [s. Not applicable]
3. Please describe what features were explained to you during the demonstration
/Test Drive by the Salesperson

OVERCOME CONCERN
1. What was the objection raised by you about? [a. Apple product is more expensive than other brands.] [b. I find
windows laptop/tabs more friendly.] [c. Apple Post purchase service is
very expensive] [d. Battery life can be a concern] [e. Processing
Power - I use heavy softwares/graphics] [f. Data Storage/Data
transfer.] [h. All the softwares will not work] [g.Others]

If Others, please specify:

2. How did the salesperson respond to your concern on value (MAC Scenario) / [a. Apple product is not more expensive than other brands with the
iPad content back-‐ up (IPAD Scenario)? same features] [b. Display is best on the market] [c. AppleCare –
includes warranty with technical support] [d. Easier to use – easy to
Select all that apply. set-‐ up and works right out of the box] [e. Gives you access to iCloud
services (wirelessly push content to your devices)] [f. Holds its value
better] [g. Apple product is secure and virus free] [h. Apple operating
system is superior, so it won’t crash or freeze] [i. Longer battery life] [j.
Processing power – apps and graphics work more quickly] [k. Apple’s
Mac App Store gives you easy access to free and paid apps for your
Mac] [l. Quality construction – Apple product will work and be useful
for years (lasts longer)] [m. Quality of built-‐ in software] [n. Quality
of design – thin, light, and elegant, streamlined look-‐ and-‐ feel] [o.
iCloud will store your content (including photos, music, and apps)
and wirelessly push it to your other devices] [p. You can connect
iPad to your computer using a USB cable and use iTunes to back up
files] [q. Other, please specify:] [r. Did not overcome concern]

If other, please specify

3. Was the salesperson able to answer all of your questions about Apple [Yes] [No]
products?

Answer “No” if the salesperson referred to a manual, written information, or

another salesperson.

If no, describe the questions that the salesperson could not answer.

4.Please explain what was the objection raised by you and how it was handled by
the salesperson.

UPSELL
1. Did the salesperson suggest any accessories for the Apple product? [a. Airport Wireless (WiFi)] [b. Apple TV] [c. Apple Pencil] [d. Cables
and adaptors for video or display (includes Camera Connection Kit)]
Select all that apply. [e. Cover, case or bag] [f. External memory or flash drive (NOT Time
Capsule)] [g. Headphones or speakers] [h. iPad dock] [i. Mouse or
trackpad] [j. Keyboard or keyboard protector] [k. Power adaptor or
charger] [l. Time Capsule: an Apple wireless hard drive for back up
with WiFi] [m. Microsoft Office for Mac (Excel, Word, and Power
Point)] [n. App-‐ enabled accessories: accessories that are
controlled by applications on iPad or iPhone] [o. Other, please
specify:] [p. None]

If other, please specify:

2. Did the salesperson suggest any services for the Apple product? [a. App Store for iPad and iPhone] [b. Mac App Store] [c. iCloud] [d.
iTunes Store] [e. iBooks Store] [f. Apple Music] [g. AppleCare
Select all that apply. Protection Plan: purchase Apple extended warranty coverage and
technical support] [h. Other warranty programs (NOT Apple branded):
 purchase extended warranty through retailer] [i. Product training for
customers] [j. Product set up services: transfer data from your current
device] [k. Finance solutions (including discounts)] [l. Other, please
specify:] [m. None]

If other, please specify

AFFORDABILITY
1. Did the salesperson pitch Affordability schemes during the course of your [Yes] [No]
interaction?

2. When did the salesperson pitch iAfford schemes to you? [a.Opening pitch] [b.After shortlisting (recommending) the model] [c.At
the time of sale closure]

3. Which of these iAfford schemes were offered to you? [a.Trade In] [b.Credit Card EMI Scheme /Cash back Offer] [c.Bajaj
Finance/Capital First] [d.Others]

If others, please specify:

4. Was the salesperson able to explain the suggested iAfford scheme? [Yes] [No]

CLOSE
1. Was the MacBook (MAC Scenario) / iPad (IPAD Scenario) in stock? [Yes] [No]

2. If the MacBook (MAC Scenario) / iPad (IPAD Scenario) was not in stock, how
did the salesperson respond to your request?
Select all that apply.
[a. Offered a different Apple product that is in stock] [b. Told when
they expected to have more stock] [c. Offered to contact you when
stock is available] [d. Offered to check other stores for stock] [e.
Offered to order it for you] [f. Other, please specify:] [g. No action
taken by the salesperson] [h. Not applicable]

If other, please specify

3. At the end of the interaction, did the salesperson do any of the following?
Select all that apply.
[a. Asked if you were ready to purchase today] [b. Offered information
on another Apple product to help you decide] [c. Summarized your
needs and matched them to the Apple product recommended] [d.
Shared a personal / customer's story about the Apple product to
reassure you about your purchase] [e. Asked if you had any further
questions] [f. Gave information on price, payment options, or finance
offers] [g. Invited you back for more information or another
demonstration or test drive] [h. Gave you their business card or
contact information] [i. Other, please specify:] [j. None of the above]

If other, please specify:

If the salesperson did none of the above, describe how the interaction ended.

4. Did the Salesperson attitude change when he realised that you will not be [Yes] [No]
buying the product same day.

5. Did the salesperson thank you for visiting the store at the end of the visit [a. Verbal Comments - Thank You] [b. Smile] [c. Walked with you till
the door] [d. None]

6. Please Explain how the interaction ended. The closing comments from the
sales person.

FINAL COMMENTS
1. Approximately how long was your interaction with the salesperson? [a. Up to 5 minutes] [b. 6-10 minutes] [c. 11-15 minutes] [d. 16-20
minutes] [e. 21-25 minutes] [f. 26-30 minutes] [g. More than 30
minutes]

2. In general, did the salesperson’s comments suggest that an Apple laptop (MAC [a. Better than other brands] [b. About the same] [c. Worse than other
Scenario) / an iPad (IPAD Scenario) is better, about the same, or worse than brands] [d. Not applicable]
other brands?

3. Did the salesperson speak negatively about an Apple product or the Apple [Yes] [No]
brand?

If the salesperson spoke negatively about an Apple product or the Apple

brand, what did they say?

4. Rate the salesperson’s 'Communication' of Apple products. [a. Excellent] [b. Good] [c. Fair] [d. Poor] [e. Very poor]

Explain your rating of the salesperson’s knowledge of Apple products.

5. Did the salesperson do anything beyond your expectations? (which made you [Yes] [No]
feel special/ delighted you)

5.1 If Yes, Please Specify -

6. Are there any other details to share from your visit that have not already been [Yes] [No]
covered in other questions?

Explain “Yes”.

PROOF OF VISIT:
Store Exterior Photograph

Extra Photograph (If Available)

Extra Photographs (If Available)