ADDITIONAL PROJECTS
Retailing Management 10th Edition
MYSTERY SHOPPING EXPERIENCE
Date: ___________________________________________
Day of the Week: _________________________________
Time of Day: ____________________________________
Name of Store: ___________________________________
Address: ________________________________________
Total Store Information:
Number of cars in the parking lot: _______________________________
How many times were there 3 or more customers in a check out lane: _____________
General Shopping Information:
1) Were you greeted when arriving at the store?
2) Were shopping baskets/carts available and/or offered?
3) Were salespeople visible on the store floor? Did anyone ask if they could assist you
in finding an item? When asking for assistance, did the salesperson take you to the
item or point to the item?
4) Were salespeople using product knowledge when speaking with their guests?
ADDITIONAL PROJECTS
Retailing Management 10th Edition
26
14) Does the product look fresh and of high quality? Are there noticeable problems with
any products?
15) Check the restrooms – are they clean, clearly marked, are paper products and soap
available?
Sample Report – Restaurant Mystery Shopping Experience
Prepared by Sam Shopper
Restaurant:
Diner
Location: Mason, MI
Day: Monday, January 1, 2018
Time of Visit: 6:00 pm – 7:30 pm
My guest and I drove around the block of the restaurant four times before finding a
parking space. We had to walk about 2 blocks to the eating establishment. We entered the
restaurant and were immediately greeted by the host (Foster). He greeted us, asked
information about our needs (e.g., number of people, seating preferences), and promptly
seated us. He was very polite and gave us the list of specials for the evening.
Our waiter, Russ, approached our table within 2 minutes of us sitting down. He asked if
we had received the list of specials. He also asked for our drink orders. We asked what
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Retailing Management 10th Edition
27
The food arrived within 15 minutes. My burger was warm and served open-faced with
lettuce and tomato on the side. A pickle and chips were also provided. The burger was
cooked to my specifications. The burger and chips were good and the pickle was crisp.
appetizing way. Our waiter asked if we would like drink refills.
The restrooms were clean and clearly marked. Although, customers have to walk past
part of the kitchen to get to the restrooms. Toilet paper was missing in one of the stalls in
were a few sheets of paper towel on
The restaurant was nicely decorated and music was playing. The music was a little too