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 -
[a.Demo machines at least one turn on in all categories available in
Mac 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
[a.Yes, the demo machine was switched on and was showing a
Apple screen saver or demo video
demo 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 [a. Looking to assist customers] [b. Assisting customers] [c. Dealing
arrived? 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

[Yes] [No]
Apple 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
[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:]
1. Which product did the salesperson recommend or mention positively FIRST? [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 a
recommendation]

If other brand (NOT Apple), please specify manufacturer and product type:

2. What other products did the salesperson

[a. MacBook Air] [b. MacBook Pro] [c. MacBook] [d. iPad mini (older
recommend? Select all that apply.
generations)] [e. iPad mini (newest generation)] [f. iPad Air (older
Do not include product accessories in this question.
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]

If other brand (NOT Apple), please specify manufacturer and product type:

3. Salesperson recommended: [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]

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
[a. Light and portable] [b. Internet access] [c. Email] [d. Create
the recommended Apple product would be the best option for you?
presentations] [e. Post on social media sites like Facebook, Twitter,
Select all that apply.
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]

If Others, please specify:

6. Number of needs related by the salesperson [0 needs] [1 need] [2 needs] [3 or more needs]

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
[a. Both demonstration and test drive] [b. Test drive only] [c.
product proactively?
Demonstration only] [d. None]
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

[a. How light and portable the Apple product is] [b. How to browse
you test drive?
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
Select all that apply.
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]
If other, please specify:
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

[Yes] [No]
Apple 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]

Select all that apply.

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 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
[Yes] [No]
of your 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,
[a. Offered a different Apple product that is in stock] [b. Told when
how did the salesperson respond to your request?
they expected to have more stock] [c. Offered to contact you when
stock is available] [d. Offered to check other stores for stock] [e.
Select all that apply.
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?
[a. Asked if you were ready to purchase today] [b. Offered
information on another Apple product to help you decide] [c.
Select all that apply.
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 [Yes] [No]
be 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 [a. Better than other brands] [b. About the same] [c. Worse than other
(MAC Scenario) / an iPad (IPAD Scenario) is better, about the same, or worse brands] [d. Not applicable]
than other brands?

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

[Yes] [No]
you 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 [Yes] [No]
been covered in other questions?

Explain “Yes”.

PROOF OF VISIT:
Store Exterior Photograph

Extra Photograph (If Available)

Extra Photographs (If

Available)