Auditor Checklist. Shop Information: Day of Visit: / / 20 Start Time: : AM PM End Time: : AM PM. Keys to Coverage

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1 Auditor Checklist This checklist is designed to assist you with your Bed Bath & Beyond mystery shop. Review this document immediately before entering the Bed Bath & Beyond location. Before beginning your shop, secure this document in your vehicle, hidden from view. When you have completed your assignment and returned to your vehicle, immediately complete this checklist while the outcome of your evaluation is still fresh in your mind. Shop Information: Day of Visit: / / 20 Start Time: : AM PM End Time: : AM PM Keys to Coverage For each associate you saw on the sales floor, you will need to fill out an associate information entry below (please note that if you are able to collect an associate s name, you are not required to provide a physical description): Associate #1: Associate #2: Associate #3: (Additional associate entries are available at the end of this checklist) 1

2 Sales Through Service 3. Were you offered a cart? " " " " " " " " " Yes No Please note that you will need to provide the name/description of the associate that offered you a cart. You should make note of these details in the Keys to Coverage section of this checklist. List all the associates you passed that did not offer you a cart: What item(s) did you carry? How long did you carry the item(s): minutes 4. Were you escorted to the item you asked about? Yes No Please note that you will need to provide the name or description that helped you with your Escort Interaction. You should make note of these details in the Keys to Coverage section of this checklist. 5. Were all associates wearing name tags? Yes No Front End Service 6. Did the associate smile and greet you? Yes No 7. Did the associate offer an exchange? Yes No 8. Did the associate say thank you? Yes No 9. a. Including yourself, were there more than two people in line at a single register? Yes No b. If yes, was an additional register opened? Yes No N/A c. How many registers, in total, were being used? registers Please note that you will need to provide the name/description of the associate that helped you with your purchase transaction. You should make note of these details in the Keys to Coverage section of this checklist. 2

3 University & Training (Bridal Registry) Please note that you will need to provide the name/description of the associate that helped you with your Scenario Interaction. You should make note of these details in the Keys to Coverage section of this checklist. Time to be assisted: minute(s) seconds(s) 10. Any any point during the presentation of the registry, did the associate specifically mention Yes No that the couple registered for china and offer to show it (i.e. the china) to you? (If yes, please check all that apply regarding the associate) Offered to show product on the sales floor Offered to show product from a book Offered to show product from a website If no, what was discussed? Please explain: b. Did the associate introduce the fine china pattern by name? " " " " " (Applicable only if you answered yes to #10) The associate did present the fine china pattern by name The associate did not present the fine china pattern by name c. Describe how the associate introduced the fine china while presenting the purple paper. (i.e. Did they discuss why it was a good gift? Did they seem enthusiastic about it, or did they just present it in a very plain manner?) " " " " " (Applicable only if you answered yes to #10) Please explain: 11. When the employee presented the registry, did they explain or offer any of the following? Yes No (If yes, please check all that apply regarding the associate) Explained For Delivery by saying something similar to, These are items that can be ordered in store and shipped directly to your home or the address the registrants have provided us. Explained the importance of returning the printed registry to the cashier Verified the registrants name and date of event If no, what was discussed? 12. On the sales floor, how many of the associates approached you and asked you if you needed help finding something from the registry?" All employees At least 1 but not all employees No employees a. Based on the service you received today, I would have: Purchased a/an (item) AND I would also have purchased a/an add-on (item) Purchased a/an (item) BUT I would not have purchased a/an add-on (item) I would not have purchased any other items as an add-on was not offered to me 13. The associate was: Friendly, professional and eager to help Somewhat friendly, professional and eager to help Not friendly, professional and eager to help 3

4 Store Cleanliness 14. Were you able to shop without being impeded by freight and/or stock? Yes No a. If no, how was your ability to shop impeded? (explain): 15. Was the store clean and free of debris? Yes No 16. Was the restroom clean and stocked? Yes No N/A Restroom evaluated: Men s Women s Additional Scenario Questions (Invitations) What was the name of the associate that you asked about the store carrying invitations? What did the associate say when you asked about the store carrying invitations? I m not sure; let me ask my manager. We carry them online, but we can help you with any questions you may have. We carry them online and in select stores. Can I help you with something in particular? Everyone I asked said, I don t know. I was told Bed Bath & Beyond does not sell invitations. I attempted to find someone to ask about invitations and was unable to get assistance. General Comments 4

5 Additional Associate Entries Associate #4: Associate #5: Associate #6: Associate #7: 5

6 Associate #8: Associate #9: Associate #10: Associate #11: 6