MYSTERY SHOPPING GUIDELINES

1. INTRODUCTION
Area: Watsons

There are three types of Watsons store in the Philippines

2. HOT POINTS

3. GENERAL EVALUATION FLOW

3.1.

3.2.
3.3.

3.4.

When you arrive at the store, please confirm the address. The same location may have
several Watsons shops nearby, make sure you visit the correct one. If we find the store
you visit is not the one we require, we will not be able to accept your report.
If you see there are so many customers in the store that each staff has to deal with over
two customers, please wait for a while before coming into it.
Evaluate the walkway:
Is the floor clean?
Is there any rubbish or paper box blocking the way?
Evaluate lightings:
The key point is a bright feeling. It is scored when you feel the store is bright
enough, even if not all the lights are lit.
To those lit lights, please observe if there is any broken or flashing one.
For Philippines Department Store or Drug Store, please do not evaluate the ceiling
lights in store.

3.5.

Evaluate product display Please check one

meter distance of any of the shelves on the
following aspects:
Check if products are neatly placed on
the shelves.
Check if shelves and products are
dust free.
Check if there is any torn or expired
products.
Check if there is any out of stock
situation.

PS: If there is OUT OF STOCK LABEL

on the price tag of the out of stock
items, then it should be considered
up to standard and gain score. When
you find no there is no OUT OF
STOCK LABEL during your visit, but
there turns out to be one before you
leave the store, it can also gain
score.

3.6.

3.7.

Evaluate price tags

Are all price tags showing the correct items and their prices?
Are all price tags computer-generated but not hand-writing?
Evaluate promotional materials
Observe if there is any promotional material being block.
Observe if there is any expired or torn promotional material.

What is shelf Tag?

What is Price Tag?

Some of the products have their individual price tags (E.g.: make up and fragrances in the demo
counters)
For department stores and drug stores, they do not have shelf tags but all items should be marked with
individual price tags.
3.8.

Evaluate product categories

Observe if product section SIGNAGEs (Health, Beauty and Fun) are visible and
accurate.
Check if it is easy navigating to the categories.

4. STAFF GROOMING
Please click the following link to download the Watsons Uniform Standard. If you find
any staff does not dress in standard, please record and point out in the
report. Uniforms are different between types of store.
For Combined Store:
http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform%
20Standards%20Combined%20Store.pdf

For Department Store:

http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform%
20Standards%20Department%20Store.pdf
For Drug Store:
http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Uniform%
20Standards%20Drug%20Store.pdf

5. GROOMING STANDARDS
Please click the following link to download the Watsons Grooming Standard. If you find any
staff does not match the standard, please record and point out in the report.

http://www.baiservices.com.cn/Watsons/Standards/Philippines/Watsons%20Grooming%20Standards.pdf

6. BEHAVIOR STANDARDS
Observe if there is any staff in store:
Chit chatting at work
For Philippines, Q20 is evaluating Watsons staffs, however Q20a is evaluating
Demo Sales from other brands.
Chewing gums
Talking in/playing mobile phone
Showing incorrect posture, like leaning at desk or wall, crossing arms or hands in pocket

7. CUSTOMER WELCOMING

Pay attention to greetings:

What are the greeting words?
Are they smiling?
Do they have eye contacts with you?
7.1.

Basket Service
Watsons require their staffs to provide you a basket whenever they see you are holding
several items in hand. You will need to pick up more than three items during your shop
and hold in hand for a few minutes to evaluate if any of the staffs pass you a basket. Put
the items back to the place before you leave the store.
It is quite important for you to remember what you held in hands, as you
will be required to put down the item names in your report.
7.1.a. When the staff starts to talk to you, please pay attention if he/she
is able to listen you with patience, smiling and eye contacts.

8. SALES STANDARDS AND PROFESSIONALISM

Pay attention whether staff asks you open end questions to understand your needs or not. An open end
question will be a question that cannot be simply answered with YES or NO. Normally it will start with
WHAT, HOW, WHY, WHEN, etc.
Please note down the questions he/she asks.

8.1.

When you mention your questions, does he/she:

Focus and understand your words?
Not interrupt your words?
Give you an answer or show you to the right place?

8.2.

Pay attention if staff recommends you products based on your needs:

What are the products he/she recommends
Are the items up to your needs
Please note down the recommended product names, types and prices.
Is the staff able to introduce products by mentioning their FEATUREs and
ADVANTAGEs/BENEFITs?
A FEATURE means the materials or technologies this product uses.
An ADVANTAGE/BENEFIT means the effects and values its FEATUREs bring to
the user.

8.3.

Please note down the introducing words he/she says.

8.4.

When being refused, is the staff following the standard of WATS:

8.5.

What was wrong?

Acknowledge and Apologize for the situation.
Thank you for letting us know that there is a problem.
Provide Solution.

Observe if the staff does link sales. If yes, what kind of extra products he/she
recommends?
Please note down the recommended product names, types and prices.

9. CASHIER

9.1.

9.2.
9.3.

9.4.

9.5.

Please record the time you wait for payment.

How many customers and cashier counters are there?
For Philippines - no more than 5 customers per queue
Please record the waiting number in your queue and also your waiting time.
Does the cashier recommend you products besides the counter?
(Please record the product type, brand and name)
About membership card
Does the cashier remind you to use your membership card?
If you have a membership card, does the cashier recommend you to redeem your
membership points?
If you do not have one, does the cashier recommend you to create one?
Observe whether the cashier follows the below standards or not:
Keep smiling and eye contact with you.
Speak out the amount of your purchase clearly and accurately.
Ask you if a plastic bag is needed. Put the items into the bag carefully.
Handover the change/credit card/receipt/items to you with both hands.
Pay attention if the staff thank you and bid you farewell.

10.
10.1.
10.2.

11.
11.1.
11.2.

11.3.

11.4.

Dos

Donts

PROOF OF VISIT
Receipt of your purchased items, with clear time, items information and store address.
Please take a picture of the store front in a distance

REPORT WRITING
You must complete the questionnaire within the day of your visit.
Please send your report to Maimai Calvaras Facebook or maicalvara@gmail.com. After
viewing your report, we will contact you if something needs to be revised. Please check
your mailbox or Facebook inbox daily and reply to us within ASAP.
To each negative option you choose in the questionnaire, you will need to give an
explanation in the relative pop up comment box. Your comments should be objective,
real and detail, otherwise, we may refuse to accept your report.
Please avoid using unrespectable words in the reports. For example, when describe the
body shape of a staff, DO NOT use words like fat.

Read the guidelines regularly to avoid making mistakes when doing a visit.
Confirm the visit date and hour.
Confirm the location address when you are there.
The visit hour should be at least 20 minutes.
Hold 3 items to observe whether the staff will provide you a basket or not.
Try to get the names of staffs who serve you but be careful not to expose your
identity (Including sex, height, body shape, hair color, hair length, dressing, face
shape, wearing glasses or not, special characters like mole and accessories, etc.).
Try to guide staffs to recommend and introduce you products.
Remember to keep the receipt and take the shop front picture before you leave.
Submit your report right after your visit and follow the timeline of report
dealing to avoid excluded reports.
Dont expose your mystery shopper identity at any time!
Interaction with staffs is compulsory. Dont rush into the store, buy the items
and walk away!
Dont stare at the staffsbadge
Dont talk in phone or chat with your company during visits
Dont refuse recommendation or product trial invitation from staffs even you
do not like the items!
Dont talk with anyone about your evaluation!

Thank you for your time and good luck!