A MUST READ FOR ALL RUSSELL STOVER CANDIES RETAIL STORE EVALUATORS IF THIS TRAINING IS NOT READ AND ADHERED TO WE CANNOT USE YOUR EVALUATION. USE THIS AS A REFERENCE FOR FUTURE ASSIGNMENTS. Evaluator s Expectations Thank you for signing up as an evaluator for Satisfaction Services. This list of expectations is here to guide you to what we expect for our clients as you are considered a contract employee for Satisfaction Services. Even though you do not work for us directly, we want to lay out expectations. You may have shopped with us before, or this may be your first time as a mystery shopper. Please follow these expectations so we can provide the best possible results in improving customer services and quality for our clients. First of all, you are able to review the training documents prior to accepting or declining the assignment scheduled for you. This is so you can read over the requirements and decline the assignment if it is not what you are looking for, or if you do not meet the requirements. Next, if you accept the assignment, please be sure to complete the assignment on the date and time assigned. Please call or write us if you need to change. Assignments at the end of the month require calls immediately if you are not able to complete them, so we can get them rescheduled under the strict guidelines at the end of the month. When you are at the shop, we expect you to observe and report back only. If there is any service or action by the client that prevents you from completing this task, please call us immediately. You should only interact with the staff at the location, if you were assigned a specific scenario as defined in your training documents. Otherwise, please go through the service process without interaction and report on the evaluation form with any comments. The SUMMARY section for the report is where you may make comments in detail relating to the overall shop. Please be sure to fill out the summary completely. Any short or incomplete assignments will be sent back for revision, or cancelled if not revised, and you will not get paid or reimbursed for any services purchased. Finally, any interaction by the evaluator that is not specified in the training scenarios that counter acts any service, or is deemed unacceptable by us, will result in the cancellation of the shop and you will also not get paid or reimbursed for your service. Again, thank you for joining our ranks of evaluators. This is a voluntary service that does not guarantee shops, as they are assigned by availability in your area. However, if you are assigned, we do expect the highest results, otherwise, we reserve the right to cancel your membership at any time. Thank you for your time, and please call with any questions. PLEASE LOG ON TO THE WEBSITE TO ACCEPT OR DECLINE THIS ASSIGNMENT WITHIN 24 HOURS. IF YOU DO NOT ACCEPT OR REJECT THE ASSIGNMENT IN 24 HOURS WE WILL BE FORCED TO REASSIGN THE SHOP.
ONCE YOU HAVE COMPLETED YOUR ASSIGNMENT, SUBMIT THE EVALUATION FORM VIA THE WEBSITE WITHIN 12 HOURS FROM THE TIME THE VISIT WAS COMPLETED. VISITS SUBMITTED AFTER 24 hours CANNOT BE ACCEPTED If you have a problem submitting your report, call us immediately AT 1-866-496-2295. Please do not email. THIS IS A RETAIL SHOP - THE EVALUATOR FEE FOR THIS ASSIGNMENT IS $5.00 THE REIMBURSEMENT FOR THIS ASSIGNMENT IS A MINIMUM PURCHASE OF $10 UP TO A MAXIMUM OF $20.00 AND YOU MAY PURCHASE ANY RETAIL ITEMS. THE CLIENT WOULD LIKE YOU TO SPEND AS CLOSE TO THE $20 MAX AS POSSIBLE TO GET THE BEST RESULTS FROM THIS PROGRAM. WE WILL NOT REIMBURSE MORE THAN $20.00 PER SHOP.
ALSO, DO NOT USE ANY COUPONS OR OTHER DISCOUNTS DURING YOUR VISIT. THANK YOU. THIS CLIENT IS LOOKING FOR EXTREMELY DETAILED INFORMATION SO THE EVALUATION FORM MUST BE VERY DETAILED AND COMPLETE. A DETAILED SUMMARY MUST BE PROVIDED OR WE WILL NOT BE ABLE TO USE YOUR EVALUATION. YOU MUST CONDUCT YOUR VISIT AT THE ASSIGNED TIME AND DATE THAT IS SPECIFIED ON THE SPECIAL INSTRUCTIONS. MAKE SURE YOU CALL THE UNIT PRIOR TO YOUR VISIT TO CONFIRM THEIR OPERATING HOURS. NEW INSTRUCTIONS WE WOULD LIKE YOU TO UPLOAD YOUR RECEIPTS FOR THIS VISIT. PLEASE SEE INSTRUCTIONS BELOW AND BE SURE TO GET A RECEIPT FOR THE RETAIL TRANSACTION. IF YOU ARE UNABLE TO SCAN OR SEND A PHOTO OF THE RECEIPTS, YOU MAY EMAIL (REPLY TO YOUR CONFIRMATION EMAIL WITH YOUR ATTACHMENT) OR FAX THEM TO OUR OFFICE AT 713-893-4132. THANK YOU FOR YOUR TIME. AUDIT INSTRUCTIONS (WHAT TO PAY ATTENTION TO): FOR ANY QUESTION THAT DOES NOT APPLY, PLEASE RESPOND YES SINCE THERE IS NOT ALWAYS AN OPTION FOR N/A - THANK YOU! ATTENTION: PHONE AUDIT IS NO LONGER REQUIRED. PLEASE DO NOT REFERENCE PHONE AUDIT IN YOUR SUMMARY. STORE ARRIVAL Most of the questions on this section of the Evaluation Form are self-explanatory. This portion is very important. When you enter the store, you should receive a greeting from one of the associates as you enter the store. You should be offered a sample of chocolate as you enter. The associate should then offer up a promotion and inform you where you can purchase the product. Associates at RUSSELL STOVER are REQUIRED to wear name tags. However, if they are not, please get a full description of the associate for your report. If they are not wearing a name tag, you must note this in the summary and have an accurate description of the associate to record in place of their name on the evaluation form. DO NOT ASK FOR THEIR NAME!! IF YOU ARE NOT APPROACHED AFTER 10 MINUTES, please approach an associate to ask about a specific product(s). Make sure you are prepared to answer questions about its use, why you need it, and be prepared to gather information from the associate about the product benefits, etc. SELECTION/DECISION MAKING Most of the questions on this section of the Evaluation Form are self-explanatory. As you are browsing in the Retail section, pay attention to the retail displays and fixtures to be sure they are all clean, dust free and stocked full with product. Are all the light bulbs working throughout the building and including the Retail Displays? Are all the windows, blinds and window sills clean and free of dust?
GENERAL CLEANLINESS Most of the questions on this section of the Evaluation Form are self-explanatory. Please be sure to visit the restrooms in each location. Be prepared to answer the rest of the questions in this section. PURCHASE Most of the questions on this section of the Evaluation Form are self-explanatory. Please pay attention if the cashier offers any additional items (UPSELL). Please keep track of how long you were in line. Watch to see if the cashiers are in proper uniform. Be prepared to answer the rest of the questions in this section. OVERALL SATISFACTION Most of the questions on this section of the Evaluation Form are self-explanatory. At the conclusion of your service, be sure to get a receipt as you will be required to enter the actual receipt or transaction number and amount spent on the evaluation form. We cannot process your shop without this information. Be discreet during your visit and do not take any notes while waiting or while walking through the store or in any way give away the fact that you are a mystery shopper. Do not bring the form into the store. Do not use handheld, tablets, or smartphones. The associates are aware they are being shopped and will notice if you are obvious in any way. LOCATIONS Find all locations, including phone numbers and maps at http://www.russellstover.com/storelocator/ CHECK ALL LOCATION INFORMATION FOR HOURS OF OPERATIONS AND CLOSING TIMES CALL OR CHECK THE WEBSITE TO VERIFY IF YOU MIGHT BE ARRIVING LATE AS MANY HOURS VARY BY LOCATION. UPLOADING FORMS: PLEASE UPLOAD THE RECEIPT/INVOICE TO US ON THE EVALUATION FORM ITSELF. INSTRUCTIONS FOR UPLOADING FOR ARE LISTED BELOW. FILES MUST BE IN THE FOLLOWING FORMATS AND NO LARGER THAN 5 MB IN SIZE (OTHERWISE THEY WILL NOT UPLOAD):.PDF,.MP3,.WAV,.JPG,.BMP,.GIF TO DOWNLOAD RECEIPT/INVOICE CLICK ON PROMPT ON SURVEY QUESTION THAT READS Click to Upload RECEIPT/INVOICE ANOTHER SCREEN WILL OPEN WITH INSTRUCTIONS ON HOW TO UPLOAD A SCANNED COPY OF THE RECEIPT/INVOICE. YOU MUST SCAN OR TAKE A PHOTO THE RECEIPT/INVOICE AND SAVE IT ON YOUR HARD DRIVE FIRST. INSTRUCTIONS FOLLOW: LOCATION: FILLED IN WITH YOUR ASSIGNED LOCATION
IMAGE TO UPLOAD: Upload Invoice INSTRUCTIONS: 1. You need to remember the name of the folder where you saved the file. 2. Click the Browse button. 3. Navigate to the image. 4. Click on the image name and then click Open. 5. Click the Upload button and wait for the file to upload. 6. The image will be displayed when the upload is done. 7. Click the Close this Window button. SUMMARY - Completing the Evaluation Form Be sure to fill out the Visit Information section of the form and include the amount spent, the date of your visit, the day of the week and the time of the visit. You must record the receipt number in the box asking for the Transaction number. The form will not allow you to finish or send without this number. This is very important. You must also record each and every retail item that you purchased in the Retail Items Purchased box. Answer all questions on the form. We must have descriptions of the associates that you interacted with during your visit. DO NOT guess at age, weight or height. Sufficient descriptions would be: male or female, associates - DO NOT USE DESIGNATIONS OF RACE (i.e. Caucasian, Hispanic, African-American, of Asian descent, etc.) and you can describe hair color as well. Review your training information and evaluation questions BEFORE you REPORT TO THE LOCATION, so you know what to expect. DO NOT TAKE THE FORM ON THE ASSIGNMENT WITH YOU!!! A very important function of the evaluation form is the SUMMARY portion at the end of the evaluation form. If you answer any question NO on the evaluation form, you must explain your reasons or answers given in the summary. When completing the summary, please give an overview of your experience in as detailed terms as possible, in story form. This is a very valuable tool for the client and the more descriptive you can be, the better. Here is an example of a completed summary: (should be ½ page on Microsoft Word 10 point font at a MINIMUM. Thank you). DO NOT CUT AND PASTE THIS SUMMARY FROM ANY PREVIOUS REPORT, OR THE REPORT WILL BE INVALID. YOU MUST PROVIDE AN ORIGINAL DESCRIPTION OF WHAT OCCURRED DURING THIS VISIT. I entered the store on Monday, January 19th at 5:00 PM and a female associate (with shoulder length curly black hair, about 5 5 wearing glasses) greeted me with, Hello, welcome to Russell Stover. She was standing at the entrance with a tray of chocolates and offered me one. She then asked if I had ever shopped with Russell Stover before. I told her that I had. She pointed out the current promotion of buying 100 truffles for $30.00 and pointed out that it was a savings of $20.00. There were 2 other customers in the store at the time. I shopped for a while and she approached again to check on me and asked if I was shopping for a treat for myself or if I was looking for a gift. I told her I was looking for a gift and she pointed out the prepackaged gifts, the gift bags, boxes, and tins I could fill myself. I found her to be very personable and friendly. I also chatted with a male employee (with black hair, beard, no glasses, about 5 7 ) who was friendly, professional and helpful as well.
The female employee that first greeted me checked me out. She asked if I had a rewards card, and when I said no, she asked if I would like one. I thanked her, and said not at this time. She told me that I made some good choices and asked if I would like to add some Peach Truffles or a pre-packed bag for $5.00. Again, I thanked her, and said no. She rang up my order, and invited me to fill out a Customer Survey located at the bottom of my receipt. She thanked me for my purchase and invited me to return to shop with Russell Stover. The store was appealing with all the chocolate displays, the shelves were stocked and the bins looked very nice. The door, windows, floors, cases and displays were all very clean. There were many small boxes piled along the wall from floor to about 10' high, immediately to the left of the entrance. All associates were in proper uniform. I would definitely recommend this store to others. END OF SUMMARY We thank you very much for your professional approach and your best efforts. Satisfaction Services is proud to be a high quality provider of Mystery Shopping Services and we are very pleased to have you as part of the team. We will either e- mail or call you should we require any more information from you to process your shop. Please pay attention to your e-mail for about 24 hours after submitting your shop in case we need to reach you for more information. Incomplete shops cannot be used and will have to be reassigned. All fee and reimbursement checks are processed on the 25 th of the month FOLLOWING the month of completion of the assignments.