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Pre-training Mystery Shopping Activity

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As a pre-training assignment we would like you to conduct two mystery shopping calls to two key competitors to assess their Customer experience. (Please note that this exercise is to assess your experience as a customer, NOT the competitors’ product offering or prices etc.).

Please answer the questions to rate your competitor mystery shopping experience based on the following criteria where 1 being the lowest and 10 being the highest

1. Greeting

2. Friendliness

3. Overall Attitude

4. Politeness

5. Energy Level/Enthusiasm

6. Controlling the call

7. Product/service knowledge

8. On a scale from 1 to 10 how likely is it that you would recommend this agent to a friend, Family member or a colleague?

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