Make sure students have this filled up with an actual location and with all details, it is part of the final assignment group activity Mystery Shopper Report Name Choose any Service place and fill the details make sure to choose a Hospitality place a restaurant or coffee shop, you can watch and fill the details it does not have to be you it can be other person using the facility When guest you entered approached, did the employee Did Did Not Comments a Look up, make eye contact b Smile with a genuine smile c Acknowledge you with an Appropriate greeting d Help you before making you wait too Long While assisting guest you, did the employee Did Did Not Comments a Project a positive, helpful attitude and willingness to assist b Pay full and undivided attention to you c Deliver accurate and speedy,but unhurried service d Ask you if there is anything else he she can do for you Given the opportunity to offer or introduce other products, did the employee Did Did Not Comments a Acknowledge or identify other Things that may meet your needs b Offer further information or Introduce you to others for more info c Ask for your business When the transaction was over, did the employee Did Did Not Comments a Thank you for coming in b Invite you to come again c Offer a friendly goodbye At any time during the transaction, did the employee Did Did Not Comments a Ask for guests your name and or call you by name b Make guest you feel like a valued Customer Score one point for each did answer Total General comments or observations What was particularly good about your experience What was particularly bad about your experience Rate your experience at Seneca for this report 1 (poor) 2 3 4 5 (so so) 6 7 8 9 10 (exceptional) What would you do to improve the services at the place you visited Do NOT say that you are mystery shopping to the employee Ground Rules Dont go in expecting to find negatives Look for great customer service and be willing to give the benefit of the doubt

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Question: Make sure students have this filled up with an actual location and with all details, it is part of the final assignment group activity Mystery

Make sure students have this filled up with an actual location and with all details, it is part of the final assignment group activity

Mystery Shopper Report

Name:

Choose any Service place and fill the details make sure to choose a Hospitality place a restaurant or coffee shop, you can watch and fill the details it does not have to be you it can be other person using the facility

When guest/you entered/approached, did the employee	Did / Did Not	Comments
a. Look up, make eye contact?
b. Smile with a genuine smile?
c. Acknowledge you with an Appropriate greeting?
d. Help you before making you wait too Long?
While assisting guest/you, did the employee	Did / Did Not	Comments
a. Project a positive, helpful attitude and willingness to assist?
b. Pay full and undivided attention to you?
c. Deliver accurate and speedy,but unhurried service?
d. Ask you if there is anything else he/she can do for you?
Given the opportunity to offer or introduce other products, did the employee	Did / Did Not	Comments
a. Acknowledge or identify other Things that may meet your needs?
b. Offer further information or Introduce you to others for more info?
c. Ask for your business?
When the transaction was over, did the employee	Did / Did Not	Comments
a. Thank you for coming in?
b. Invite you to come again?
c. Offer a friendly goodbye?

At any time during the transaction, did the employee

Did / Did Not

Comments

a. Ask for guests/ your name and/or call you by name?

b. Make guest/ you feel like a valued

Customer?

Score one point for each "did" answer. Total:

General comments or observations:

What was particularly good about your experience?

What was particularly bad about your experience?

Rate your experience at Seneca for this report?

1 (poor) 2 3 4 5 (so so) 6 7 8 9 10 (exceptional)

What would you do to improve the services at the place you visited?

Do NOT say that you are mystery shopping to the employee.

Ground Rules: Dont go in expecting to find negatives. Look for great customer service and be willing to give the benefit of the doubt.

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