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     Location: 1
     Store Name:Main Office
     Address: Eide Street
     City: Anchorage
     State: AK
     Zip: 99503
 
    
     Date of visit:    
     Visit Time:     
     Names of Staff or description:    
     Agent name:    
     Describe the scenario
 
Greeting Skills
 
     Did the employee invite you to the Teller's station? Yes No      
     Did the employee smile? Yes No      
     Did the teller make you feel at ease? Yes No      
     Did the teller use your name anytime during the presentation? Yes No      
     Did the teller introduce themselves? Yes No      
     Did the individual make eye contact? Yes No      
     Was the employee who helped you friendly & courteous? Yes No      
     Was the employee who helped you neatly dressed? Yes No      
     Was the employee work station neat and orderly? Yes No      
     Greeting skills comments
 
BONUS QUESTIONS
 
     Did the employee make a pleasant comment during the transaction (weather, nice blouse/tie, etc.) Yes No N/A      
     Did the employee mention any promotions or specials? (Please comment on what was promoted in the comments.) Yes No N/A      
     Bonus questions comments
 
Sales Skills Questions
 
     Did the employee ask about your financial needs/services? Yes No N/A      
     If you are not a current member, did the employee ask:      
     a. Where you are banking now? Yes No N/A      
     b. What other services do you have at other financial institutions? Yes No N/A      
     c. What do you like and dislike about your current service? Yes No N/A      
     d. Why are you interested in switching your accounts? Yes No N/A      
     Did the Employee make you aware of other financial products/services (beyond those you asked about)? Yes No N/A      
     Did the Employee recommend any specific accounts or services you might need? Yes No N/A      
     a. Was the employee knowledgeable in the various features of the recommended products/services? Yes No N/A      
     b. Did the employee clearly describe the benefits you would receive by using the recommended products/services? Yes No N/A      
     c.Did the employee offer material to further explain products/services (e.g., brochures, rate sheets, etc.) Yes No N/A      
     Sales skills comments
 
New Account Representative Questions
 
     Did the Representative stand up to greet you (if they were sitting)? Yes No N/A      
     Did the Representative offer you a seat? Yes No N/A      
     Did the Representative shake your hand? Yes No N/A      
     Did the Employee use understandable terms (avoid jargon)? Yes No N/A      
     Was the employee focused on your transactions and needs (not rushed)? Yes No N/A      
     New Account Rep comments
 
BONUS QUESTIONS
 
     If you were referred by a teller, did they walk you to the new accounts desk and introduce you? Yes No N/A      
     Did the Representative mention any current promotions or specials? Yes No N/A      
     Did you feel that your possible business would be appreciated? Yes No N/A      
     Bonus questions comments
 
Closing Skills
 
     Did the Employee confirm that all of your needs had been met? Yes No N/A      
     Did the Employee ask how they could be of further help? Yes No N/A      
     Did the Representative ask for your business (ask you to buy/ sign up for the service /product)? Yes No N/A      
     Did your experience in the branch meet or exceed your expectations? Yes No N/A      
     Why or why not?    
     Did the employee offer you a business card with their name on it? Yes No N/A      
     Did the employee say "thank you"? Yes No N/A      
     Closing skills comments
 
BONUS QUESTION
 
     Did the employee suggest that you speak with a specialist? Yes No N/A      
     Did the employee mention investment products? Yes No N/A      
     Bonus questions comments
     Describe your experience with Credit Union 1 and whether you would do regular business here. Support your opinion with 200 or more characters (5 sentences)
     What could have happened to make your experience better?
1.      How long was it before someone acknowledged you?    
2.      How many teller stations were open vs. available stations?    
3.      How long did you wait in line?    
4.      If brochures were used, were they easy to understand? Yes No N/A      
5.      Describe your first impression upon entering the building. Was it clean and uncluttered? Did it make you feel welcome? Was it obvious where you needed to go to complete your transaction?
 

 

 

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