Professional Documents
Culture Documents
To:
Assignment Number:
1297160005
Shopper Code:
7000930180
Note:
Please submit your assignment results and photos on the day your assignment is due for completion.
If you have an enquiry about your assignment, please log it via http://www.xec.gapbuster.com/
Thank you for agreeing to complete this confidential assignment for GAPbuster.
What
Where
When
Timeframe
Payment
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--
1. Note the time that you enter the store, and the number of customers and staff in the store/area of the store that displays
Apple products also called the Apple Shop (Apple Shop is an insider term, so dont use it while talking to staff.)
include yourself in the customer count. Pay attention to whether or not you are acknowledged by the staff and how long you
wait for service.
* If a salesperson has not approached you within 4 minutes of entering the store, actively approach a salesperson who is not
serving customers. Remember how long you have to wait to receive service from a salesperson.
--* if after you approached the staff member and you are being advised to wait to get served, please wait for a minimum of 30
minutes to retrieve service.
--
2. Start interaction by saying (in your own words) that you are thinking of buying a Tablet because you want something light
and easy to carry for Internet access and email, but youre not sure that it will meet your needs.
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--
3.Pay attention to the types of questions the salesperon asks you, and follow your mystery shopper role as you answer
questions and remember which of the scenario needs you use to answer them.
--
4.Remember the first product that the salesperson recommends. If iPad is not the first recommended product, prompt
the sales person. For example, in your own words, you could say, I'm interested in an iPad, can you tell me more about
them?
--
5.Pay attention to what the salesperson say to explain why their recommended product is best for you.
--
6. Observe whether or not you receive a demonstration or test drive, and if it was understandable. Which product(s) and
features do you demo/test drive. Rate the quality of the demo/test drive.
--
7.Observe whether the salesperson has a strong knowledge of Apple products.
--
8.Observe whether or not the salesperson makes any negative comments about Apple products or the Apple brand in
general and recall which items are spoken about in a negative way.
--
9.Pay attention to whether or not the salesperson is able to answer all your questions about the Apple product(s) and if
their general comments about it suggest it is better, the same, or worse than other brands.
--
10.Ask how you can back-up photos, music, and other files on the iPad and observe how the salesperson responds.
--
11.Pay attention to any accessories and services suggested by the salesperson.
--
12.Ask if the iPad is in stock, if it is not in stock, pay attention to how the salesperson responds.
--
13.Observe how the salesperson ends the interaction and what questions they ask you.
--
14.Pay attention to the name of the salesperson who assists you, and be prepared to provide a description of the
salesperson when you submit your results.
Assess and remember if you were served by an Apple employee or a Retail staff (see Training Manual for examples).
If an Apple employee (wearing an Apple logo on their shirt) is present, you need to make every reasonable effort to interact
with them. You will need to provide a comment if an Apple staff was present but didn't serve you to explain why.
--
15.Be polite and thank the salesperson for their time, but do not buy anything! Note the time you leave the store.
--
16. Take a photo of the store exterior after your visit. This is to verify you visited the correct location and need only be
basic quality (mobile phone camera is acceptable).
* Note: You will need to submit this picture when submitting your results (in the receipt field)
Take an extra photo of the Shopping centre/mall exterior for this type of locations.
--
17. Go immediately out of sight of the store, and make notes on your checklist while you still have a good memory of the
store visit.
--NOTE: If the salesperson voluntarily offers you a business card, please collect it, but DO NOT submit it with your results or
send it to us unless specifically asked.
DO NOT ask under no circumstances are you to ask for a business card unless you are offered one.
--Click HERE to see Shopper Training Manual.
---
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Completion checklist
--AFTER SHOPPING
Fill out your form completely as soon as possible while details are still fresh but make sure you are away from the site.
Go to our website http://www.xec.gapbuster.com and express on the day your assignment is due for completion.
Store your forms and photo in a safe but accessible place for at least 12 months, as we may need to verify details with you.
---
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VALIDATION REQUIREMENTS
Evaluations to be validated with a photo of the front of the store - capturing the left and right of the location in the photo image.
- Upload this picture in the 'Receipt' field when submitting your results.
--
If the salesperson voluntarily offers you a business card, please accept and keep it in your record in case it is needed later
on.
! IMPORTANT
--When arriving on site, if a site is closed or inaccessible, you MUST take and submit a selection of photo images of the shop
front (or where the shop should be), what's to the left and right, the nearest intersection and any other key location.
--Email us at the Shopper Email section via the XEC website with the following details:
1. Assignment number
2. Date
4. Store name
7. Photo attachments
--Examples of narrative:
I checked the details online and the store was at the same address. There was no phone number online so I couldnt call
the store. When I arrived at the store, during the opening hours described online, the location was vacant. There was no
notice on the store front about moving, temporary closing, etc.
OR
I couldnt find any details online and phone number, so I proceeded to the location. As I approached the store entrance
there was signage on the door which indicated the store was flooded and will be temporarily be closed.
OR
I went to the location advertised online during the opening hours. I also confirmed the address and opening hours over the
phone. The store opening hours indicated they will be open until 5:30pm, but when I arrived at 4pm, the store was closed
and there was no notification at all.
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Evaluation Details
1. What was to the left of the store?
4. Your gender:
Pick
a)Male
b)Female
5. Your age range:
Pick
a)18-19 years.
b)20-24 years.
c)25-29 years.
d)30-34 years.
e)35-39 years.
f)40-44 years.
g)45-49 years.
h)50-54 years.
i)55-59 years.
j)60-65 years.
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None
n)None.
7_l. Please specify other:
Local Language
d)Late 20s
e)30s
f)40s
g)50+
d)Short Hair
g)Balding
f)Bald
e)Shaved Head
h)Completely covered
g)Grey Hair
h)White Hair
c)Straight Hair
d)Braided Type Style
A. Staff Greeting
[ALL PROGRAM TYPES TABLET]
To start the interaction, the shopper is to say in their own words that they are looking to purchase a tablet, and they need
advice on something light and portable for Internet access and email. Shopper is not to mention any specific tablet brand at the
beginning of the interaction.
A-01. Including you, how many customers were in the Apple Shop when you arrived?
(Cannot be Zero).
Shoppers to include themselves in the count, so number must be 1 or greater.
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A-02. How many salespeople were in the Apple Shop when you arrived?
Salespeople to be determined by uniform, name badge, and/or behavior.
A-05. What were salespeople doing in the Apple Shop when you arrived?
(Select Not Applicable if no salespeople present).
Select all that apply:
Shopper to select all that apply.
Pick
a)Looking to assist customers.
d)On the telephone.
b)Assisting customers.
e)Doing paperwork.
c)Dealing with stock or displays.
f)Talking with other staff.
Other
i)Other, please specify:
N/A
j)Not applicable no salesperson present.
A-06. Did a salesperson acknowledge you within 4 minutes of arriving at the Apple Shop, either with a greeting or an offer of
assistance?
Acknowledgement may be either a greeting (verbal or non-verbal, e.g. smile, nod, wave, Ill be with you soon, etc.) or an offer
of assistance.
Yes / No
A-07. How long did you have to wait to receive service in the Apple Shop?
(Note you cannot select the first option if the previous question is No. Also cannot be longer than your total time within the
store).
Shopper to wait to be approached by a salesperson. If shopper is not approached after waiting 4 minutes, shopper to
approach the first available salesperson and request service in the Apple Shop.
Shopper to time from the moment they arrived at the Apple Shop, continue after they receive acknowledgement (if applicable),
and until the time they receive service from a salesperson.
Each time bracket represents the full minutes of the defined bracket, i.e., 11-15 minutes = up to 15 minutes and 59 seconds.
Pick
Did not wait
a)Did not wait assisted immediately.
Had to wait
b)5 minutes or less.
e)16 to 20 minutes.
c)6 to 10 minutes.
f)21 to 25 minutes.
d)11 to 15 minutes.
g)26 to 30 minutes.
B. Discovering Needs
B-01. During the interaction, what questions did the salesperson ask to determine which product would best meet your needs?
The salesperson asked me
Select all that apply:
Shopper to select all that apply.
Pick
Tablet
l)General question(s) on how I would
use the product.
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q)How I use other technology, such as u)How many files, photos, or music I
current computer or smartphone.
need to store.
r)What type of computer I use (Apple v)If I need to sync content across
Mac or Windows PC).
multiple devices.
w)If I need WiFi only or an iPad with
s)If I own any other Apple products
(iPod, iPhone, or iPad).
WiFi + 3G/4G.
x)Questions about wireless data plan.
Other
y)Other, please specify:
None
z)None, did not ask any questions.
B-01a_l. Please specify other for the previous question:
Local Language
We would like to better understand how the salesperson asked you questions about your product needs.
B-03. When you stated your interest in a tablet, did the salesperson respond by asking you questions about your product
needs?
Pick
Tablet
a)Yes the salesperson asked me questions about my needs.
b)No I had to volunteer my needs to continue the conversation.
Other
c)Other, please specify:
B-03a_l. Please specify other:
Local Language
B-04. After you stated a scenario need, did the salesperson ever ask you to provide more information so they could learn
more about that need?
For example, the salesperson may learn that you enjoy taking photos, and then ask if you edit photos or create albums/
slideshows.
Yes / No
B-05_l. Please describe the following:
- How the salesperson responded when you stated your interest in a tablet.
- What questions they asked to understand your needs.
- Please note if the salesperson led the interaction, or if you had to volunteer information to keep the conversation going.
Local Language
Minimum of 100 characters.
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If the salesperson does not first recommend an Apple product listed here, indicate Other and write both the manufacturer
(e.g., Lenovo, HP, Dell, Acer, etc.) and product type (e.g., portable computer, desktop computer, tablet, etc.) that was
recommended.
Pick
f)iPad mini (older generations).
a)MacBook Air.
g)iPad mini (newest generation).
b)MacBook Pro.
h)iPad Air (older generations).
c)iMac desktop computer.
i)iPad Air (newest generation).
d)Mac Pro desktop computer.
e)Mac mini desktop computer.
Other
l)Other, please specify manufacturer and product type:
No recommendation
m)Did not get a recommendation.
j)iPod touch.
k)iPhone.
[TABLET]
If an iPad is not the first recommendation, the shopper is to prompt the salesperson by saying (in their own words): Im really
interested in an iPad, can you tell me about them?
C-02. What other products (not accessories) did the salesperson recommend?
Select all that apply:
Shopper to select all that apply.
Do not include product accessories in this question.
If the salesperson does not recommend Apple products listed here, indicate Other and write both the manufacturer
(e.g., Lenovo, HP, Dell, Acer, etc.) and product type (e.g., portable computer, desktop computer, tablet, etc.) that was
recommended.
Pick
f)iPad mini (older generations).
a)MacBook Air.
g)iPad mini (newest generation).
b)MacBook Pro.
h)iPad Air (older generations).
c)iMac desktop computer.
i)iPad Air (newest generation).
d)Mac Pro desktop computer.
e)Mac mini desktop computer.
Other
l)Other, please specify manufacturer and product type:
No other recommendation
m)Did not get other recommendations.
j)iPod touch.
k)iPhone.
C-04_l. IF You indicated that the salesperson did not recommend an iPad, even after you specifically asked about one.
Please explain what the salesperson said in response to your request for information on an iPad, and why they did not
recommend it.
Local Language
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C-05. Which of the following did the salesperson mention when explaining why the recommended Apple product would be the
best option for you?
Select all that apply:
Shopper to select all that apply.
Pick
Tablet
i)Light and portable.
m)Read ebooks and online news.
p)Your budget (WiFi access meets
j)Internet access.
n)Watch movies and TV shows online. your needs you dont need 3G/4G
k)Email.
o)Easy to use because you have never connection).
l)Manage, edit or share photos.
owned an Apple computer.
Other
q)Other, please specify:
None
r)None of the above / no Apple product presented.
C-05a_l. Please specify other:
Local Language
C-07_l. Describe what the salesperson said when they made the Apple product recommendation, and what Apple product
features they mentioned or showed during the interaction.
Local Language
Minimum of 100 characters.
The shoppers comment must be a minimum of 100 characters.
D. Demonstration
D-01. Did the salesperson provide a demonstration / test drive of an Apple product(s)?
Demonstration = Salesperson uses an Apple product to show features.
Test Drive = Salesperson asks the shopper to use the Apple product themselves to explore features. To qualify as a test
drive, the salesperson should stand with the shopper for at least part of the time to give some guidance about the product.
If the salesperson asks the shopper to try out the Apple product but immediately leaves them alone or does not offer any
guidance, this does not count as a test drive.
Pick
Yes
a)Both demonstration and test drive.
No
d)None - neither a demonstration nor a test drive.
D-02. Which Apple product(s) did the salesperson demonstrate and/or have you test drive?
Select all that apply:
Shopper to select all that apply.
Do not include product accessories in this question. Only include iPad, Mac, iPhone, or iPod demonstration or test drive.
Pick
a)MacBook Air.
b)MacBook Pro.
c)iMac desktop computer.
1297160005
j)iPod touch.
k)iPhone.
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Other
l)Other, please specify:
N/A
m)NA no demonstration / test drive.
D-02a_l. Please specify other:
Local Language
D-03. Which of the following features did the salesperson demonstrate and/or have you test drive?
Select all that apply:
Shopper to select all features that were included in a demonstration or test drive.
Pick
Tablet
h)Pick up the Apple product to show it k)How to manage, edit or share
n)How easy it is to learn to use the
is light and portable.
photos.
Apple product features.
i)How to browse or search the web.
l)How to read ebooks and online news.
j)How to check or send email.
m)How to watch movies and TV shows
online.
Other
o)Other, please specify:
N/A
p)NA no demonstration / test drive.
D-03a_l. Please specify other:
Local Language
c)Fair.
d)Poor.
e)Very poor.
N/A
f)NA no demonstration / test drive.
D-04a_l. Please comment on the ease of understanding the demonstration / test drive, and whether the salesperson provided
an interesting and engaging presentation:
Local Language
Minimum of 100 characters.
The shoppers comment must be a minimum of 100 characters.
E. Product Knowledge
E-01. Please rate the salespersons knowledge of Apple products:
Pick
a)Excellent.
b)Good.
c)Fair.
d)Poor.
e)Very poor.
E-01a_l. Please explain your rating of the salespersons knowledge of Apple products:
Local Language
Minimum of 100 characters.
The shoppers comment must be a minimum of 100 characters.
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E-03. Did the salesperson speak negatively about an Apple product(s) or the Apple brand?
Yes / No
E-03a_l. If the salesperson spoke negatively about an Apple product(s) or the Apple brand, what did they say?
Local Language
Minimum of 100 characters.
The shoppers comment must be a minimum of 100 characters.
E-04. Was the salesperson able to answer all of your questions about Apple products?
For Yes, the salesperson must be able to personally respond to all of the shoppers specific questions about Apple products.
Answer No if the salesperson refers to a manual/written information or another salesperson.
Answer No if the salesperson just said I dont know or Not sure or Thats covered in the instruction manual (no further
response) or similar.
Yes / No
E-04a_l. If no, please describe the questions that the salesperson could not answer:
Local Language
Minimum of 100 characters.
The shoppers comment must be a minimum of 100 characters.
F. Overcoming Concerns
F-01. How did the salesperson respond to your concern on iPad content back-up?
Select all that apply:
Concern on iPad content back-up:
Shopper to raise a concern, using their own words: Ask the salesperson how you can back-up photos, music and other files on
the iPad.
Salesperson responded that . . .
Shopper to select all that apply.
Pick
Tablet
o)iCloud will store your content (including photos, music, and apps) and wirelessly push it to your other devices.
p)You can connect iPad to your computer using a USB cable and use iTunes to back up files.
Other
q)Other, please specify:
F-01a_l. Please specify other:
Local Language
G. Accessories / Upsell
G-01. Did the salesperson suggest any accessories?
Select all that apply:
Shopper to select all that apply.
Pick
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Yes
a)Airport Wireless (WiFi).
b)Apple TV.
c)Cables display or video cables and
adaptors and others (includes Camera
Connection Kit).
d)Cover, screen protector, case or bag.
e)Display computer monitor.
Other
o)Other, please specify:
No
p)None no accessories suggested.
G-01a_l. Please specify other:
Local Language
G-02. Did the salesperson mention the availability of any of the following products or services?
Select all that apply:
Shopper to select all that apply.
Pick
a)App Store for iPhone, iPod touch,
and iPad.
b)Mac App Store.
c)iCloud.
d)iTunes Store.
e)iBooks Store.
Other
l)Other, please specify:
None
m)None of the above.
G-03. Did the salesperson explain how the accessories, products or services they suggested would help meet your scenario
needs?
Yes / No / NA
G-03a_l. Please explain why you felt the salesperson did not explain how the accessories, products or services would meet
your scenario needs.
Local Language
Minimum of 100 characters.
The shoppers comment must be a minimum of 100 characters.
H. Close
H-01. Was the iPad in stock?
Yes / No
H-02. If the iPad was not in stock, how did the salesperson respond to it being out of stock?
Select all that apply:
Shopper to select all that apply.
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Pick
Tablet
a)Offered an alternative Apple product d)Offered to take your details to
g)Offered to order it for you.
that is in stock.
contact you when stock is available.
b)Told when they expected to have
e)Offered to check other stores for
more stock.
stock availability.
c)Offered to add you to a waiting list. f)Explained that you can visit the store
website to order the Apple product.
Other
h)Other, please specify:
No action
i)No action taken by the salesperson.
N/A
j)NA Apple product was in stock.
H-02a_l. Please specify other:
Local Language
H-03. At the end of the interaction, did the salesperson do any of the following?
Select all that apply:
Shopper to select all that apply.
Pick
a)Asked if you were ready to purchase
today.
b)Offered information on another Apple
H-03b_l. If the salesperson did none of the above, please describe how they ended the interaction:
Local Language
Minimum of 100 characters.
The shoppers comment must be a minimum of 100 characters.
I. Final Comments
Impressions
If shopper interacts with more than one salesperson, shopper to base ratings on the salesperson who presents Apple product
features.
I-01. Approximately how long was your interaction with the salesperson?
Timing to begin from the moment service is received from a salesperson and continue until the final close of the interaction
prior to leaving the Apple Shop.
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Each time bracket represents the full minutes of the defined bracket, i.e., 11-15 minutes = up to 15 minutes and 59 seconds.
Pick
a)Up to 5 minutes.
b)6-10 minutes.
c)11-15 minutes.
d)16-20 minutes.
e)21-25 minutes.
f)26-30 minutes.
I-04. Are there any other observations to share from your visit that have not already been covered in other questions?
No minimum character count requirement on text response.
Yes / No
I-04a_l. Explain Yes:
Local Language
End of Questionnaire
Do you have any comments? Please type in here
Yes / No
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