Mystery Call UK

Car & Tyre Size

Tyre Size: 205/55. 16 V (91)

Registration: LP11 XGJ

Car: Volkswagen Golf 2.0 TDI 2011

Scenario: Advise that your back tyres are worn and need replacing.

How many attempts did you make before speaking to a member of staff at the Centre?

1 2 3 4 5 6+

Number of rings before the call was answered?

1 2 3 4 5 6+

Did the centre member of staff say good morning / afternoon?

Did the centre member of staff state the name of the centre?

Did the centre member of staff give you their name?

If provided, please enter the name of the assistant you spoke to:

Did the centre member of staff offer their help?

On stating the purpose of your call, to what level did the assistant answer your query?

With regards to the mannerisms of the assistant in the CALL OPENING, how interested were they?

Were you put on hold at any time during the call?

If put on hold, were you informed of the purpose of this action?

How long were you put on hold for?

< 30 Seconds > 30 Seconds & < 1 Minute > 1 & < 2 minutes > 3 & < 4 minutes > 4 minutes

Did the assistant ask what the problem / enquiry was?

What details did the assistant ask you for?

Did the assistant ask if you had a preferred brand choice or particular brand in mind?

In order of recommendation, which brands did the assistant recommend, and what was the quoted price for that brand (in £0.00)

Brand	Pattern	Price (£)

If specified, how much does this centre charge for fitment, valve and balance? (£)

Ask the price for as many of the following brands (£)

Brand	Pattern	Price (£)

Did the assistant highlight any promotions/offers for a particular brand(s)?

Brand	Service

Did the assistant use any of the following product features or benefits for the recommended brands?

Brand	Service

Did the assistant encourage or suggest you to come into the centre so they could fully diagnose the vehicle?

Did the assistant offer you a specific time/date for you to bring your car into the centre?

Yes N/A No

Did the assistant re-confirm the time and date with you(at any time before the end of the call)and/ or ask that if you weren't able to make the suggested time/date that you call back to arrange a more suitable time, so they could free the space for another customer?

Did they repeat or give their name (without prompting and not necessarily in closing) and mention the customer should ask for them personally?

Did the assistant ask if you knew the location of the centre or offer you directions?

Did they ask for your phone number?

Did they thank you for your call?

How helpful overall was the answerer?

Speed and efficiency of the telephone service?

How would you describe the contact you spoke to at the centre?

Would you personally choose to visit this centre?

If not, please explain why not:

General Comments:

Moderation

Bulk Approved:

Outcome:

Moderation Comments:

Mystery Shopping Telephone - Include In Aggregated:

Mystery Shopping Visit - Include In Aggregated:

Sell Out Pricing - Include In Aggregated:

Selling Way - Include In Aggregated:

Quick Access

Test

Questionnaires

Mystery Call UK

Call History

Outlet

Landmark

Customer

Street View

Car & Tyre Size

Scenario: Advise that your back tyres are worn and need replacing.

Moderation

Quick Access