Submit report within 72 hours of the visit (contact KPI if an extension is required)
TIMING
Visits must be completed and reports submitted online by the date agreed to when you accepted assignment (exceptions only by email approval)Early submissions are always greatly appreciated as it allows us to evenly spread the proof reading
Read and understand 'guidelines for new mystery shoppers with KPI Retail Services' VERY IMPORTANT FOR NEW SHOPPERS WITH KPI RETAIL SERVICES(LINK AS BELOW)
PREPARATION
&
www.servicereports.com.au/guidelines_2014.pdf
Read 'SAMPLE REPORT (LOCATED AT THE END OF THIS BRIEF)
Visit the Matchbox website matchbox.com.au – to find out store addresses, trading hours, etc.
NOTES SPECIFIC TO THIS ASSIGNMENT VISIT FLOW
Check out the store externally from the front window to the entrance and jot down some notes on your Checkpoint Outcomes List - Enter the store - Don’t make eye contact - Handle products of interest - Observe team members interactions with other customers - If not approached within 4 minutes then you must approach a team member - Make your enquiry (as per scenario) – be as vague as possible - Talk only if asked a question and or if the team member is not leading the discussion - Don't commit to purchase even if ultimately your intention is to buy - give staff the opportunity to try and handle your objections to purchase - Observe another customer making a purchase to determine if they are offered Secret Cooking Club membership - Ensure you are well away from the store when you jot down your notes for the support commentary and circle the best fit outcomes from Checkpoint Outcomes List
NOTES SPECIFIC TO THIS ASSIGNMENT SCENARIO THIS VISIT
You are looking for a house warming gift, something that perhaps other guests might not think of, somehting perhaps a little more unusual - If asked you are prepared to spend up to around $200 - make note of the products offered, brand and pricing - the
special focus checkpoint is simply did they suggest a gift voucher when you were indecisive and non committal to their suggestions
NOTES SPECIFIC TO THIS ASSIGNMENT SPECIAL
FOCUS CHECKPOINT
The special focus question relates to whether the team member suggested a gift card when you were indecisive and non committal to their suggestions
PAYMENT & REIMBURSEMENT
$
You will be paid $30 for each Matchbox assignment by KPI Retail Services at the end of the month following the month the assignment was submitted in by direct deposit. If you take the opportunity to make a purchase from the following stores only (Chadstone, Essendon, Highpoint, Moorabbin, Nunawading, Chermside, Richmond, South Wharf, Knox, Eastland, Northland, Doncaster) you are entitled to a 20% discount on any purchase you wish to make (to a purchase price maximum of $200). Note! This discount is to be claimed directly from KPI Retail Services (do not mention anything about the discount when making your purchase). Please forward a scanned copy of your receipt to info@kpirs.com.au
WORD COUNT & DETAIL REQUIRED
Word count of supporting commentary must be between 600 – 900 words, anything less than 550 words may result in non payment for the assignment - Ambient comment such as commenting about the location of the store, the layout etc. must be kept to a minimum - The reason KPI Retail Services insist on the detailed commentary to be fair to the team members that are being assessed as your detail gives their supervisors all important context to the scoring
TEAM MEMBER CODES
Use TM1, TM2 etc. in Matchbox support commentary - Make sure you supply name AND description - If no name visible (state this fact in commentary then supply detailed description of person including, complexion, height, build, hair colour, hair style, other features such as wearing glasses, tattoos etc.
CLICK THIS LINK -> TO SUBMIT YOUR
REPORT
;
http://www.kpirs.com.au/machform/view.php?id=6
NOTE ! Please select document only the checkpoints in the submission form that correspond with checkpoints in this this briefing KEY TO CHECKPOINT OUTCOMES (where applicable)
1010A Make note of best fit checkpoint outcome soon after visit while fresh in your mind then select same from drop down box in the submission form (LINK AS ABOVE)
2000A Include brief explanation in commentary for all bolded checkpoints that you select as the best fit - not a lot has to be written re bolded checkpoints however please weave the explanations into the commentary
PROMPT
Prompt if directed to do so - then describe in commentary - this must be done to successfully complete the report
NOTE Include brief explanation of NOTE in commentary
MATCHBOX NOVEMBER 2014
MATCHBOX CHECK POINT OUTCOMES 2014
# checkpoint outcomes
PRESENTATION
1010A Window and or entrance displays looked very appealing 1010B Window and or entrance displays looked reasonably appealing
1020A The trading floor was clean having appeared to have been vacuumed, swept or mopped 1020B The trading floor was in need of vacuuming, sweeping or mopping
1030A All light globes were working
1030B More than 98% of light globes were working 1030C less than 98% of light globes were working
1031A In general merchandise was well presented and dust free 1031B In general merchandise was not well presented and or dust free
1040A The customer service desk was uncluttered and free of personal items including food, beverages or reading material 1040B The customer service desk was cluttered and or had personal items on it such as food, beverages or reading material 1041A The cooking demonstration looked professional and organised
1041B The cooking demonstration did not look professional and or organised 1041C There was no cooking demonstration happening at the time of my visit 1050A Promotional tickets featured on more than 90% of bulk stacks 1050B Promotional tickets featured on less than 90% of bulk stacks 1060A No loose merchandise had fallen or been placed on the floor 1060B Loose merchandise had fallen or had been placed on the floor
1070A Female team members were wearing green and white Matchbox aprons and male team members were wearing black shirts 1070B Not all female team members were wearing green and white Matchbox aprons and or not all males were wearing a black shirt 1080A All team members were wearing name tags
1080B Not all team members were wearing name tags
1090A Team members were immaculately groomed and well presented 1090B Not all team members were immaculately groomed and or well presented
CUSTOMER COURTESY
2010A All team members were making customer service their first priority 2010B Not all team members were making customer service their first priority
2020A I was acknowledged within 1 minute of entering the store with a smile and or a greeting 2020B I was acknowledged within 2 minutes of entering the store with a smile and or a greeting 2020C I was acknowledged between 2 and 4 minutes of entering store with a smile and or a greeting 2020D I was not acknowledged within 4 minutes of entering store
2020E There was no opportunity for any team member to acknowledge me within 1 minute as they all were serving customers at that time 2030A I was approached within 4 minutes of entering the store and engaged in conversation relating to a product I was looking at 2030B I was approached within 4 minutes of entering the store and engaged in a social conversation
2030C I was approached within 4 minutes of entering the store and asked if I needed any assistance
2030D I had to approach a team member for assistance having not been approached within 4 minutes of entering the store
2030E I approached a team member after 4 minutes when it became apparent there were too many customers to approach everyone 2040A Team members were evenly spread providing adequate store coverage
2040B Team members were unnecessarily grouped at the register and or on tasks resulting in inadequate store coverage 2040C There was not enough team members in the store to provide adequate store coverage
2060A While attending me the team member was genuinely friendly and sincere
2060B While attending me the team member was professionally polite but did not project sincerity 2060C The team member was not friendly whilst attending me
2070A The morale amongst the team members appeared to be cheerful and harmonious 2070B The morale amongst the team members did not appear to be cheerful and harmonious
2070C As no interaction between team members was witnessed it is unknown as to whether the morale amongst team members was cheerful and harmonious
5010A My purchase was processed with confidence and packaged with care before being handed to me 5010B My purchase was not processed with confidence and or packaged with care before being handed to me 5010C Processing my purchase was not applicable in this instance as I had decided not to make a purchase
5011A The team member showed genuine interest after processing my purchase for future feedback on the product(s) 5011B The team member did not show genuine interest after processing my purchase for future feedback on the product(s)
5011C A genuine interest in feedback on the product(s) was not applicable in this instance as no purchase was made
5020A I was farewelled with a smile, a greeting and invited to return
5020B I was farewelled with a smile and a greeting however I was not invited to return 5020C I was farewelled with a greeting and or a smile only
5020D I was not farewelled when I left the store
5030A My overall shopping experience exceeded my expectations 5030B My overall shopping experience met my expectations 5030C My overall shopping experience did not meet my expectations
BUILDING THE SALE
3010A The team member listened attentively to my requirements which was evident by their responses and or by the products they suggested 3010B The team member did not attentively listen to my requirements which was apparent by their responses and or product suggestions 3020A The team member asked open and probing questions to ascertain my specific requirements
3020B The team member responded to my specific questions rather than asking questions to better understand my requirements 3030A The team member asked insightful follow up questions which presented me with further product considerations
3030B The team member missed the opportunity of asking insightful follow up questions that may have presented me with further product considerations
3040A The team member spoke of their current promotion and how taking advantage of it would be of benefit to me 3040B The team member neglected to mention anything about their current promotion
3050A The team member demonstrated excellent product knowledge whilst assisting me 3050B The team member demonstrated some product knowledge whilst assisting me 3050C The team member demonstrated very little product knowledge whilst assisting me 3060A The team member mentioned product features and how they would be of benefit to me
3060B The team member neglected to mention product features and or how they would be of benefit to me 3070A The team member pointed out the special price as compared to RRP of product
3070B There was no mention made of the special price as compared to RRP of product 3070C The product I was shown was not ticketed with a lower price than the RRP 3080A I was encouraged to handle the product
3080B I was not encouraged to handle the product
3090A The team member spoke of the benefits of becoming a Secret Cooking Club member
3090B The team member missed the opportunity to tell me about the benefits of becoming a Secret Cooking Club member 3090C As my intended purchase was inexpensive there was no reason why the team member would tell me about the benefits of becoming a Secret Cooking Club member 3100A The cooking demonstrator was informative of the product(s) being used
3100b The cooking demonstrator was not informative of the product(s) being used 3100c There was no cooking demonstration happening at the time of my visit
MAKING THE SALE
4010A A possible add-on product was either suggested and or shown to me 4010B No possible add-on product was either suggested or shown to me
4020A The team member sought confirmation that the products met my requirements by asking a series of closed questions 4020B The team member missed the opportunity of asking closed questions to confirm that the products had my requirements 4030A The team member assumed I would be making the purchase or asked me if I wanted to
4030B The team member continued to make the case for purchasing without assuming or at least asking if I would be buying it 4030C The team member did not assume or ask for the sale nor did they continue to make the case for purchase
4040A After I declined to commit to purchase the team member attempted to handle my objections to making the purchase 4040B After I declined to commit to making the purchase the team member did not try to handle my objections
4050A I or another customer I observed when making a purchase were asked if I or they were a member of the Secret Cooking Club and or invited to join
4050B I or another customer I observed when making a purchase were not asked if I or they were a member of the Secret Cooking Club or invited to join
4050C As no customers were observed making a purchase it is unknown as to whether they would have been asked if they were a member or invited to join the Secret Cooking Club
NOTE - you need to be close enough to observe another customer at the counter to determine whether anything was said about the Secret Cooking Club
SPECIAL FOCUS QUESTION
6010A The team member suggested a Gift Card
6010B The team member missed the opportunity of suggesting a Gift Card