Best Buy Selling Skills Mystery Shop - BestMark
Best Buy Selling Skills Mystery ShopLocationBest Buy1234 Sample DriveSample City, MN 12345952-999-9999DetailsSHOPPING REPORT SCORESDate of visit:Time in:02/03/20131:06 pmDay of visit:Time out:Sunday1:28 pmDispatch ID:1234567FebruaryBBTRU3Pts PossPtsPercentComputers19015078.9%Home Theater19013772.1%Total Score38028775.5%100 - 96%95 - 91%90 - 86%85 - 81%80 - 76%ComputersJohn75 - 71%Medal70 - 0%Dept Score: 150 / 190 Age: 31 - 35Hgt: 5'11Department / Associate IdentificationDepartment you evaluatedWere you assisted by the same associate in bothdepartments?Was the associate with whom you interactedwearing a name badge?If associate was not wearing a name badge,explain how you obtained the associate’s name:What color shirt was the associate with whomyou interacted wearing?Gender MGlasses YHair78.9%Blonde ShortPts / PossComputersYesNo0YesNo0John told me his name.Blue shirt1Pink shirtWhite shirt WITH A BLACK TIEWhite shirt WITHOUT a black tieBlack shirtOtherWhat logo (or logos) were on the associate'sclothing or name badge? (Check all that apply.)Best Buy logoGeek Squad logoVendor logo (such as Canon, LG, Toshiba,Intel, etc.)No logo presentOther logo1
Assistance Time / Working with Multiple CustomersOnce you entered the department, how long wasWithin 30 secondsit until an associate verbally greeted you?31 secs - 1 minPts / Poss0101:01 - 3 mins3:01 - 5 minsOver 5 minutes (greeted after 5 minutes or Ihad to seek out assistance after waiting 5minutes)If you were not verbally greeted within 5 minutes,what were the associates in the area doing?2Talking with each otherAssisting other customers (either on salesfloor or over telephone)Performing tasks such as stocking shelves,pricing product, cleaning/straighteningNo associates were in the areaOtherWas the associate you worked with alsoattempting to help other customers at the sametime?Welcome and Opening the SaleWARM AND WELCOMING GREETINGYesNo1Pts / PossBegan interaction in a manner that conveyedgenuine ENTHUSIASM (full smile, used eyecontact, an energetic/upbeat tone of voice,AND open body language – upright or leanedin towards you, arms uncrossed)1010Began interaction in a manner that was politeor professional, but there was opportunity formore enthusiasm (either a wider smile, bettereye contact, more energetic/upbeat tone ofvoice, or more open body language)Began conversation in a manner thatconveyed he/she was just going through themotions (weak smile/no smile, no eyecontact, flat tone of voice, closed bodylanguage) OR was impoliteExplain how the associate's greeting conveyedgenuine ENTHUSIASM:ESTABLISHED RAPPORT WITH GREETINGJohn used a very cheerful and energetic tone of voice when he greeted me. Hiswide smile and tone of voice conveyed that he was genuinely happy to assist me.Used a greeting to start a person-to-personconversation (e.g., How are you?, Whatdo you think about this weather?, How isyour day going?, etc.) AND made effortto engage you in conversation to buildrapportUsed a greeting to start a person-to-person conversation (e.g., Whatbrings you into Best Buy today?, How can I help you?) BUT DID NOTmake an effort to engage you in conversation to build rapportDid NOT use a greeting to start a person-toperson conversation AND DID NOT make aneffort to engage you in conversation to buildrapportExplain how your interaction came about andwhat the associate said/did to begin yourinteraction.The computers area was very busy when I arrived. There were three employeeswho were all busy helping customers. I browsed for a little over five minutes.John finished helping his customer first and immediately walked over to me. Hegreeted me with a cheerful and energetic tone of voice and said, “Is it still rainingcats and dogs out there?”Explain how the associate made an effort toengage you in conversation to build rapport.John began our conversation by discussing the weather, and we talked about howunusual the weather has been this year. He then said, “So, what brings you intoBest Buy today?”1010
Asking Questions to UnderstandDid the associate ask questions to understand ifyou have been shopping elsewhere and/or whereyou have been shopping? (See examples listedbelow.)Did the associate ask OPEN-ENDED questions(questions that cannot be answered with a simple“Yes” or “No”) to explore/understand what you aretrying to accomplish today? (See examples listedbelow.)Pts / PossYesYesIf Yes, which of the following did the associateask? Check all that apply. (The associate doesNOT need to ask any of the following word-forword; listen for the spirit of each question versusthe exact language.)NoNoWhat would the perfect solution do for you?Why are you buying/replacing this product?What would you like this product to do foryou?01020203, 4,7, 8What will you be using the product for?Where will you use the product?What do you like or dislike about your currentproduct?Who will be using the product?OtherIf Other, please specify:Was a paper worksheet or electronic tablet usedduring the interaction to capture information?(Only answer "Yes" to this question if theassociate was obviously using either a clipboardwith a worksheet or a tablet to captureinformation during the interaction.)WOWDid the associate encourage you to interact with(hold, touch, operate, etc.) the product?Did the associate confidently provide informationabout the products, accessories, and/orservices/solutions?What kinds of computer games do you liketo play?YesNoYesNo10Pts / PossThoroughly answered questions (or foundsomeone who could) AND used languagethat projected high confidence in his/herknowledge0101010There was opportunity to more thoroughlyanswer questions (or find someone whocould) OR there was opportunity to projecthigher confidence in his/her knowledgeDid NOT thoroughly answer questions (anddid not find someone who could) ORprojected low confidence in his/herknowledgeDid the associate explain the product features,actions and benefits in a way that wasappropriate for your level of technical knowledgeand experience?Explain what the associate said and did todemonstrate and share his/her productknowledge with you.YesNoAfter John determined that I just wanted an inexpensive laptop that my family andI could use for email, storing pictures, and simple computer games, he walked meto a few laptops on display and pointed out some features of each. I noticed a fewless expensive laptops that he didn’t acknowledge, so I asked why the leastexpensive laptop wouldn’t work for my needs. John explained that those laptopsonly had 2 GB of memory, and since a computer needs 2 GB of memory just torun the operating system in the background, another GB of memory is needed tosmoothly run programs like Outlook. He further explained that those computersdidn’t offer the kind of hard drive space I would need to store pictures, since onaverage, 200 pictures would take up 1 GB of space.1010
Pts / PossSelling the SolutionRECOMMENDED A COMPLETE SOLUTIONRecommended a primary product (a specificbrand or model of the main product youasked about) AND at least one othercomplementary product, accessory, orservice that could be added to your purchaseof the primary product (see examples listedbelow)2020Recommended a primary product OR at leastone other complementary product,accessory, or service that could be added toyour purchase of the primary product (seeexamples listed below)Did NOT recommend a primary product ANDDID NOT recommend at least one othercomplementary product, accessory, orservice that could be added to your purchaseof the primary productWhat additional products, accessories, orservices did the associate suggest? Check allthat apply. (Full points will be given if AT LEASTONE of the following is suggested. "None of theabove" 0 points.)Complementary product (e.g., Blu-ray playerif shopping for a TV, etc.)1010Accessory to use with product or to hookproducts togetherContent (movies, software, digitalsubscriptions such as Netflix, iTunes giftcards, etc.)Installation/in-home services (homenetworking, home theater set up, etc.)DeliveryGeek Squad Protection (service plans whichcan cover repair needs for a fixed amount oftime)Geek Squad Tech Support (a plan whichcovers assistance with questions, training orsoftware issues and installation)Connection Services (internet service forTV/computer/phone or cable/satellitetelevision service)None of the aboveDid the associate explain how the completesolution (the primary product AND at least oneother complementary product, accessory, orservice) would meet your stated needs? (NOTE:Answer “No” if associate did not ask enoughquestions to understand your specific needs.)Explain how the associate did or did not explainhow the complete solution (the primary productAND at least one other complementary product,accessory, or service) would meet your statedneeds.YesNo2020John recommended an Acer laptop that he said would do everything I planned touse the computer for. John remembered that I wanted to use the computer forstoring pictures, and he asked me more questions about what I like to do withthose pictures. I shared that I loved to often switch out the pictures that I displayin my home, but that I never seem to have time to order them. John explainedhow easy and inexpensive it is now to buy a photo printer and stressed theconvenience of printing my pictures whenever I wanted.What additional benefits/programs did theassociate mention? Check all that apply. (Fullpoints will be given if AT LEAST ONE of thefollowing is mentioned. "None of the above" 0points.)0Reward Zone (loyalty program that offerspoints for every dollar spent at Best Buy)10FinancingIn-store Trade-in Program (offer Best Buy giftcards in exchange for gently used electronics)None of the aboveDid the associate ask for the sale? (Seeexamples listed below for acceptable ways ofasking for the sale.)YesNo2020
If Yes, indicate how the associate asked for thesale. Check all that apply.2Asked if you wanted to purchase the producttodayAssumed sale by asking if you neededcertain products/services to go along withyour primary productAsked if he/she could get you a cart for theproductAsked if he/she could bring the product to theregister for youAsked if you wanted to put the product onyour Best Buy credit cardOffered to order the product for you onwww.bestbuy.comOffered to check if a nearby Best Buy storehad the product in stock (if product was outof stock at that location)OtherWhen you told the associate that you were notready to purchase today, how did he/she react?Reacted with a positive attitude (maintainedfriendly voice, didn’t criticize) AND tried tofind out why you were not ready to purchase1010Reacted with a positive attitude, BUT didNOT try to find out why you were not ready topurchaseDID NOT react with a positive attitude ORcontinued to ask for the sale in a pushymannerAppreciationWARM CLOSINGPts / PossClosed your interaction in a manner thatconveyed genuine ENTHUSIASM (full smile,used eye contact, an energetic/upbeat toneof voice, AND open body language – uprightor leaned in towards you, arms uncrossed)Closed your interaction in a manner that waspolite or professional, but there wasopportunity for more enthusiasm (either awider smile, better eye contact, moreenergetic/upbeat tone of voice, or more openbody language)Closed your interaction in a manner thatconveyed he/she was just going through themotions (weak smile/no smile, no eyecontact, flat tone of voice, closed bodylanguage) OR was impolite or abruptExplain how the associate's closing conveyedgenuine ENTHUSIASM:When I told John that I needed to speak with my husband before I went aheadwith the purchase, he said in a cheerful tone of voice that he “didn’t blame me”because he understood that I wanted to be sure to make the right decision. Frombeginning to end, John consistently maintained good eye contact, used a lot ofgestures that conveyed excitement about what he was talking about, and kept hisupbeat, energetic tone of voice.Explain how the interaction ended and what theassociate said/did to close your interaction.John tried to find out a bit more about why I wasn’t ready to purchase by asking ifthere were any other questions or things we could talk about so I had all theinformation I needed when talking it over with my husband. When I told him that Ifelt he had done a good job of educating me, he said with a smile and an upbeattone of voice, "Great! Well, thanks for coming in today and stay dry out there!” (Itwas raining.)1010
Home TheaterMollyDept Score: 137 / 190 Age: 26 - 30Hgt: 5'4 - 5'5Department / Associate IdentificationDepartment you evaluatedWere you assisted by the same associate in bothdepartments?Was the associate with whom you interactedwearing a name badge?What color shirt was the associate with whomyou interacted wearing?Gender FGlasses NHair72.1%Black LongPts / PossHome Theater (TVs)YesNo0YesNo11Blue shirtPink shirtWhite shirt WITH A BLACK TIEWhite shirt WITHOUT a black tieBlack shirtOtherWhat logo (or logos) were on the associate'sclothing or name badge? (Check all that apply.)1Best Buy logoGeek Squad logoVendor logo (such as Canon, LG, Toshiba,Intel, etc.)No logo presentOther logoAssistance Time / Working with Multiple CustomersOnce you entered the department, how long wasWithin 30 secondsit until an associate verbally greeted you?31 secs - 1 minPts / Poss2101:01 - 3 mins3:01 - 5 minsOver 5 minutes (greeted after 5 minutes or Ihad to seek out assistance after waiting 5minutes)Was the associate you worked with alsoattempting to help other customers at the sametime?YesNo0
Welcome and Opening the SaleWARM AND WELCOMING GREETINGPts / PossBegan interaction in a manner that conveyedgenuine ENTHUSIASM (full smile, used eyecontact, an energetic/upbeat tone of voice,AND open body language – upright or leanedin towards you, arms uncrossed)510Began interaction in a manner that was politeor professional, but there was opportunity formore enthusiasm (either a wider smile, bettereye contact, more energetic/upbeat tone ofvoice, or more open body language)Began conversation in a manner thatconveyed he/she was just going through themotions (weak smile/no smile, no eyecontact, flat tone of voice, closed bodylanguage) OR was impoliteExplain how the associate's greeting waspolite/professional, but not fullyupbeat/enthusiastic:ESTABLISHED RAPPORT WITH GREETINGMolly’s tone of voice was nice and polite, but not upbeat or energetic.Used a greeting to start a person-to-personconversation (e.g., How are you?, What doyou think about this weather? How is yourday going?, etc.) AND made an effort toengage you in conversation to build rapportUsed a greeting to start a person-to-person conversation (e.g., Whatbrings you into Best Buy?, How can I help you?) BUT DID NOT makean effort to engage you in conversation to build rapportDid NOT use a greeting to start a person-toperson conversation AND DID NOT make aneffort to engage you in conversation to buildrapportExplain how your interaction came about andwhat the associate said/did to begin yourinteraction.As I was pretending to read the product tags by a wall of LCD TVs, Mollyapproached. She smiled at me and said, “Hello. How are you?” As soon as Ianswered her, she said, “I see you’re wearing a U of M sweatshirt. My brother justgot accepted there. What do you think about that school?”Explain how the associate made an effort toengage you in conversation to build rapport.After Molly asked about my college sweatshirt, we began talking about the school.She asked me a few questions about the campus and my experiences there. Itwas pleasant talking with her.1010
Asking Questions to UnderstandDid the associate ask questions to understand ifyou have been shopping elsewhere and/or whereyou have been shopping? (See examples listedbelow.)If Yes, which of the following did the associateask? Check all that apply. (The associate doesNOT need to ask any of the following word-forword; listen for the spirit of each question versusthe exact language.)Pts / PossYesNo10101, 2What research have you done?What have you seen elsewhere that you’veliked?Have you looked at other retailers?Have you been on any websites?OtherDid the associate ask OPEN-ENDED questions(questions that cannot be answered with a simple“Yes” or “No”) to explore/understand what you aretrying to accomplish today? (See examples listedbelow.)If Yes, which of the following did the associateask? Check all that apply. (The associate doesNOT need to ask any of the following word-forword; listen for the spirit of each question versusthe exact language.)YesNoWhat would the perfect solution do for you?20202, 5, 8Why are you buying/replacing this product?What would you like this product to do foryou?What will you be using the product for?Where will you use the product?What do you like or dislike about your currentproduct?Who will be using the product?OtherIf Other, please specify:Was a paper worksheet or electronic tablet usedduring the interaction to capture information?(Only answer "Yes" to this question if theassociate was obviously using either a clipboardwith a worksheet or a tablet to captureinformation during the interaction.)WOWDid the associate encourage you to interact with(hold, touch, operate, etc.) the product?Did the associate confidently provide informationabout the products, accessories, and/orservices/solutions?How big is your living room?YesNoYesNo0Pts / PossThoroughly answered questions (or foundsomeone who could) AND used languagethat projected high confidence in his/herknowledge0101010There was opportunity to more thoroughlyanswer questions (or find someone whocould) OR there was opportunity to projecthigher confidence in his/her knowledgeDid NOT thoroughly answer questions (anddid not find someone who could) ORprojected low confidence in his/herknowledgeDid the associate explain the product features,actions and benefits in a way that wasappropriate for your level of technical knowledgeand experience?Explain what the associate said and did todemonstrate and share his/her productknowledge with you.YesNoI asked Molly which brand of TV she would recommend and why. Sheimmediately took me to a Sharp Plasma TV on display and said that Sharp offereda great picture at a great price. She continued to say that for great picture quality,you couldn’t go wrong with "the three S's - Sharp, Sony, or Samsung.” She led meto several different TVs on display and showed me the differences in the picturequality and brightness levels. She pointed out how peoples' faces can look a littleorange instead of a normal skin color, and she showed me how easy it was toadjust the screen on the Sharp TV she recommended.1010
Pts / PossSelling the SolutionRECOMMENDED A COMPLETE SOLUTIONRecommended a primary product (a specificbrand or model of the main product youasked about) AND at least one othercomplementary product, accessory, orservice that could be added to your purchaseof the primary product (see examples listedbelow)2020Recommended a primary product OR at leastone other complementary product,accessory, or service that could be added toyour purchase of the primary product (seeexamples listed below)Did NOT recommend a primary product ANDDID NOT recommend at least one othercomplementary product, accessory, orservice that could be added to your purchaseof the primary productWhat additional products, accessories, orservices did the associate suggest? Check allthat apply. (Full points will be given if AT LEASTONE of the following is suggested. "None of theabove" 0 points.)Complementary product (e.g., Blu-ray playerif shopping for a TV, etc.)1010Accessory to use with product or to hookproducts togetherContent (movies, software, digitalsubscriptions such as Netflix, iTunes giftcards, etc.)Installation/in-home services (homenetworking, home theater set up, etc.)DeliveryGeek Squad Protection (service plans whichcan cover repair needs for a fixed amount oftime)Geek Squad Tech Support (a plan whichcovers assistance with questions, training orsoftware issues and installation)Connection Services (internet service forTV/computer/phone or cable/satellitetelevision service)None of the aboveDid the associate explain how the completesolution (the primary product AND at least oneother complementary product, accessory, orservice) would meet your stated needs? (NOTE:Answer “No” if associate did not ask enoughquestions to understand your specific needs.)Explain how the associate did or did not explainhow the complete solution (the primary productAND at least one other complementary product,accessory, or service) would meet your statedneeds.YesNo020After asking questions to understand my home's layout and where the TV wouldbe used, Molly pointed out that it would be easier to see the TV from the kitchen ifI purchased a tilt and swivel wall mount. However, she never explained why herrecommendation of the Sharp TV specifically fit my needs; she only said that itwas her recommended brand because she liked the picture quality.What additional benefits/programs did theassociate mention? Check all that apply. (Fullpoints will be given if AT LEAST ONE of thefollowing is mentioned. "None of the above" 0points.)10Reward Zone (loyalty program that offerspoints for every dollar spent at Best Buy)10FinancingIn-store Trade-in Program (offer Best Buy giftcards in exchange for gently used electronics)None of the aboveDid the associate ask for the sale? (Seeexamples listed below for acceptable ways ofasking for the sale.)YesNo2020
If Yes, indicate how the associate asked for thesale. Check all that apply.2, 8Asked if you wanted to purchase the producttodayAssumed sale by asking if you neededcertain products/services to go along withyour primary productAsked if he/she could get you a cart for theproductAsked if he/she could bring the product to theregister for youAsked if you wanted to put the product onyour Best Buy credit cardOffered to order the product for you onwww.bestbuy.comOffered to check if a nearby Best Buy storehad the product in stock (if product was outof stock at that location)OtherIf Other, please specify:When you told the associate that you were notready to purchase today, how did he/she react?Asked if I wanted her to check availabledelivery timesReacted with a positive attitude (maintainedfriendly voice, didn’t criticize) AND tried tofind out why you were not ready to purchase510Reacted with a positive attitude, BUT didNOT try to find out why you were not ready topurchaseDID NOT react with a positive attitude ORcontinued to ask for the sale in a pushymannerAppreciationWARM CLOSINGPts / PossClosed your interaction in a manner thatconveyed genuine ENTHUSIASM (full smile,used eye contact, an energetic/upbeat toneof voice, AND open body language – uprightor leaned in towards you, arms uncrossed)Closed your interaction in a manner that waspolite or professional, but there wasopportunity for more enthusiasm (either awider smile, better eye contact, moreenergetic/upbeat tone of voice, or more openbody language)Closed your interaction in a manner thatconveyed he/she was just going through themotions (weak smile/no smile, no eyecontact, flat tone of voice, closed bodylanguage) OR was impolite or abruptExplain how the associate's closing waspolite/professional, but not fullyupbeat/enthusiastic:Molly remained nice and polite throughout our interaction, even after I told her Iwouldn’t be purchasing today. Molly’s tone of voice was steady and pleasant; shenever used an enthusiastic or energetic tone of voice.Explain how the interaction ended and what theassociate said/did to close your interaction.When I told Molly I wouldn’t be purchasing today, she gave me a magazine thatshe said was free of charge and would help me make my decision. She closedwith, “I hope to see you back soon.”510
Black shirt White shirt WITHOUT a black tie Blue shirt Pink shirt White shirt WITH A BLACK TIE Other What color shirt was the associate with whom you interacted wearing? Best Buy logo 1 Geek Squad logo Vendor logo (such as Canon, LG, Toshiba, Intel, etc.) No logo presen
Digital mystery shops conducted via a brand's website or mobile application Retailers, restaurants, banks, hotels, automotive dealerships, B2B Customer Experience, Checkout, Fulfillment, Support/Chat Mystery Shopping is Omni-channel: Mystery Shopping Mystery Calling Mystery Mailing Mystery Clicking
Last Shot: A Final Four Mystery (2005) Vanishing Act: Mystery at the U.S. Open (2006) Cover-Up: Mystery at the Super Bowl (2007) Change-Up: Mystery at the World Series (2009) The Rivalry: Mystery at the Army-Navy Game (2010) Rush for the Gold: Mystery at the Olympic Games (2012) The Triple Threat The Walk On (2014) The Sixth Man (2015)
Feb 01, 2017 · or Beef Aminos MIX & MATCH FLAVORS *Like SKUs Only L-Carnitine 1500 31/servings; All fl avors MIX & MATCH FLAVORS BUY 11 GET 1 FREE* Animal Cuts, Animal Whey or Real Gains MIX & MATCH FLAVORS *Like SKUs Only BUY 6 GET 1 FREE* Entire Line * Like SKUs Only BUY 4 GET 1 FREE* Super Protein Bar MIX & MATCH FLAVORS BUY 4 GET 1 FREE* No Bull, Phenbuterol
Grant Cardone Training SELLING-selling is for me-selling impacts everyone-determines survivability-you have to be able to convince others of your opinion-selling is used everyday by everyone-selling is a way of life -you need to know how to negotiate in life-getting other people to like you is selling-you want to get to other people to please you
The Selling Process Relationship selling is a multi-stage process. Unfortunately, most treatments of relationship selling focus on the duration, rather than the creation. Instead of paring relationship selling as a polar opposite to traditional selling, it should be a transformation of the traditional selling process.
The Mystery of the Screaming clock. Alfred Hitchcock: E 1312: The Mystery of the Shrinking house: Alfred Hitchcock. E 1317: The Mystery of the Silver spider. Alfred Hitchcock: E 870: The Mystery of the Sinister Scarecrow: Alfred Hitchcock. E 1320: The Mystery of the Stuttering Parrot. Alfred Hitchcock .
wisdom of Yahuah in a mystery, even the hidden wisdom, which (this Mystery Language) Yahuah ordained before the world unto our glory (those who know Him, the Chosen Few): 8 Which none of the princes of this world knew (the hidden mystery language of Yahuah that His Word is written in): for had they known it (this Mystery Language), they would not have crucified the King of
2009), (Olwen, 2017), (Pappas, 2015), (Mystery shopper job finder), (Trend Source, 2017). (Dr R Angayarkanni, Anand Shankar Raja M, 2016), in their research article have mentioned, "Mystery shopping is a very simple concept which deals with silent observation and hence mystery shoppers take enormous efforts to complete each mystery shopping task.
