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Prestige Retail: Mystery Shop

*DSV zz-User

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7/1/25 - 7/31/25

Entire Company

ID # 1735566	Company / Survey Prestige Retail: Mystery Shop
Report Date 12/15/23	Location Fort Smith ID# 2110
Address 5111 Rodgers Ave SP#124 Fort Smith , AR 72903 United States	Location (Patti Sifers) Fort Smith

Section	This Evaluation Act/Pos	Score	Last Evaluation Act/Pos	Score	Change Pts	Score
Store Appearance	10/10	100 %	10/10	100 %	+0	+0 %
First Impression & Greeting	10/10	100 %	10/10	100 %	+0	+0 %
Customer Service & Sales Ability	44/44	100 %	47/47	100 %	-3	+0 %
Cashier	18/18	100 %	18/18	100 %	+0	+0 %
Overall Impressions	18/18	100 %	18/18	100 %	+0	+0 %

Question	Score	Answer
Shop date		4/18/21
Day:		Sunday
Time In		7:34 PM
Time you exited the location:		7:59 PM
Item Purchased:		Running Shoes
Purchase Amount:		$70
# of associates:		3
# of customers when you entered:		7
Store Appearance	100% (10/10)
1. Was the front entrance (window sills, glass, floors) clean?	2/2 100.00%	Yes No
2. Was the dressing room clean?	1/1 100.00%	Yes No
3. Was the register area clean?	1/1 100.00%	Yes No
4. Was merchandise displayed neatly on the walls, racks and shelves?	2/2 100.00%	Yes No
5. Was merchandise clearly priced? (If No, please explain in the comments.)	2/2 100.00%	Yes No
6. Was sale merchandise clearly signed throughout the store? (If no, please explain in the comments.)	1/1 100.00%	Yes No
7. Were all lights and illuminated signs working?	1/1 100.00%	Yes No
Comments regarding Appearance:			When I entered the location at 7:34 PM on Sunday, April 18, 2021, I noted the front entrance was very welcoming. The window sills and glass were clean and free of smudges. The location was very neat and well organized, with items attractively displayed. The display tables with clothing were all very nicely presented, with the clothing precisely folded. The dressing area was well lit and clean. The register area was centrally located in the store and was not cluttered. Everything I looked at had pricing clearly displayed. All lights were illuminated and working.
When I entered the location at 7:34 PM on Sunday, April 18, 2021, I noted the front entrance was very welcoming. The window sills and glass were clean and free of smudges. The location was very neat and well organized, with items attractively displayed. The display tables with clothing were all very nicely presented, with the clothing precisely folded. The dressing area was well lit and clean. The register area was centrally located in the store and was not cluttered. Everything I looked at had pricing clearly displayed. All lights were illuminated and working.
First Impression & Greeting	100% (10/10)
8. Were all employees in attire which meets the dress code?	1/1 100.00%	Yes No
9. Were all employees wearing legible name tags (associates' first names and management's name and title displayed)?	1/1 100.00%	Yes No
10. Were you greeted/acknowledged in a friendly manner with 25 seconds after entering the store?	2/2 100.00%	Yes No N/A
....How many minutes passed before you were greeted/acknowledged?		00:21 min:sec
11. As you walked around the store, did you receive a greeting by any associates that you passed?	2/2 100.00%	Yes No
12. When you asked about a particular product, did this associate take you to the product?	2/2 100.00%	Yes No
....What product did you ask about?		Running Shoes
13. Was the associate that you interacted with on the sales floor knowledgeable?	1/1 100.00%	Yes No N/A
14. Were all customers being attended to regardless of where they were in the store? (If there were NO other customers in the store, you MUST answer this question YES.)	1/1 100.00%	Yes No
Comments regarding the impression/greeting:			Haylie greeted me within 21-seconds of me entering the store. She smiled, made eye contact, and greeted me by saying, "Hi. How can I help you today" I asked if they carried wide widths in women's running shoes, and she confirmed they did. Haylie showed me the shoes they carried and asked my size. She knew exactly what she had in stock and was helpful and informative. When another customer came into the store, she excused herself for a moment to greet them. She was attentive to the other customer and me. Haylie was neatly attired in a clean uniform and her name badge was clearly visible. As I walked around the store, the two other employees on duty greeted me.
Haylie greeted me within 21-seconds of me entering the store. She smiled, made eye contact, and greeted me by saying, "Hi. How can I help you today" I asked if they carried wide widths in women's running shoes, and she confirmed they did. Haylie showed me the shoes they carried and asked my size. She knew exactly what she had in stock and was helpful and informative. When another customer came into the store, she excused herself for a moment to greet them. She was attentive to the other customer and me. Haylie was neatly attired in a clean uniform and her name badge was clearly visible. As I walked around the store, the two other employees on duty greeted me.
Customer Service & Sales Ability	100% (44/44)
Start: Associate Assessment
Associate Assessment
Name
Gender
Height
Hair Color
Associate Information
Name - Associate Information		Haylie
Gender - Associate Information		Male Female
Height - Associate Information		5 ft 5 in
Hair Color - Associate Information		Black Brown Blond Red White Gray Other
End: Associate Assessment
15. Did the sales associate establish eye contact?	2/2 100.00%	Yes No
16. Did the sales associate offer friendly conversation?	3/3 100.00%	Yes No
17. Did the sales associate seem enthusiastic and positive?	2/2 100.00%	Yes No
18. Did the sales associate explore your needs?	3/3 100.00%	Yes No
19. Did the sales associate suggest items which met your needs?	4/4 100.00%	Yes No
20. Did the sales associate show initiative in mentioning features?	3/3 100.00%	Yes No N/A
21. Did the sales associate encourage you to try the product?	4/4 100.00%	Yes No N/A
22. Did the sales associate attempt to overcome your objection?	4/4 100.00%	Yes No
....What was your objection?		Color of shoes.
23. Did the sales associate suggest any DIFFERENT items in addition to the one you initially asked about?	1/1 100.00%	Yes No
....If yes, what item/s?		Handheld water bottle.
24. Did the sales associate attempt to close the sale? (If no, check N/A on question 26)	3/3 100.00%	Yes No
25. Did the sales associate offer to order out of stock items for you? (Footwear or clothing only)	3/3 100.00%	Yes No N/A
26. If the associate was unsuccessful in closing the sale, did he/she pursue the sale further by offering to hold/layaway the merchandise?		Yes No N/A
27. Did the sales associate thank you (whether or not the sale was made)?	2/2 100.00%	Yes No
28. Did the sales associate seem courteous throughout the entire interaction?	2/2 100.00%	Yes No
29. Rate the associate on his/her selling skills regarding product features and benefits:	4/4 100.00%	Excellent Above Average Average Below Average No Selling Skills or Product Knowledge
....If you rated the employee below excellent please provide an explanation of what action would have resulted in an excellent rating:
30. Rate the associate on his/her product knowledge:	4/4 100.00%	Excellent Above Average Average Below Average No Selling Skills or Product Knowledge
....If you rated the employee below excellent please provide an explanation of what action would have resulted in an excellent rating:
Comments regarding Service and Sales:			Haylie was very engaging and helpful throughout the whole interaction. She offered friendly conversation about some of her favorite running routes and made some helpful suggestions of new areas I could try. She was enthusiastic and positive. She asked if I would be using the shoes for trail or road running and suggested styles that fit my needs. She mentioned that the pair of shoes I had chosen would be a wonderful option for trail running, as they had great grip. She encouraged me to try them on, so I agreed. She returned quickly with my size and assisted me with trying them on. When I told her I wasn't sure the color was right for me, she was able to show me some different options they had online and said they could ship them directly to me or to the store, both free of cost. She asked if I wanted to go ahead and do that, and I agreed. On our way to the register, she pointed out the handheld water bottles, which, she mentioned, were really convenient for long runs. She was pleasant and polite throughout our conversation.
Haylie was very engaging and helpful throughout the whole interaction. She offered friendly conversation about some of her favorite running routes and made some helpful suggestions of new areas I could try. She was enthusiastic and positive. She asked if I would be using the shoes for trail or road running and suggested styles that fit my needs. She mentioned that the pair of shoes I had chosen would be a wonderful option for trail running, as they had great grip. She encouraged me to try them on, so I agreed. She returned quickly with my size and assisted me with trying them on. When I told her I wasn't sure the color was right for me, she was able to show me some different options they had online and said they could ship them directly to me or to the store, both free of cost. She asked if I wanted to go ahead and do that, and I agreed. On our way to the register, she pointed out the handheld water bottles, which, she mentioned, were really convenient for long runs. She was pleasant and polite throughout our conversation.
Cashier	100% (18/18)
Start: Associate Assessment
Cashier Assessment
Name
Gender
Height
Hair Color
Associate Information
Name - Associate Information		Haylie
Gender - Associate Information		Male Female
Height - Associate Information		5 ft 5 in
Hair Color - Associate Information		Black Brown Blond Red White Gray Other
End: Associate Assessment
31. Did the cashier offer a friendly verbal greeting? (This is N/A if the cashier is the associate who helped you on the floor.)	2/2 100.00%	Yes No N/A
32. Did the cashier make friendly conversation with you?	2/2 100.00%	Yes No
33. Did the cashier ask if you had a member card?	2/2 100.00%	Yes No
....If you do not have a member card, did the cashier tell you about the program and ask you to enroll?		Yes No N/A
.....If yes, what were you told?		Points earned for each $10 spent.
Item Purchased:		Shoes
34. Did the cashier attempt to add on another item to your purchase?	2/2 100.00%	Yes No
35. Did the cashier handle the transaction efficiently?	2/2 100.00%	Yes No
36. Did the cashier handle incoming phone calls in a positive, friendly manner without letting the call interfere with the transaction?	2/2 100.00%	Yes No N/A
37. Did the cashier thank you in a friendly manner?	2/2 100.00%	Yes No
38. Did the cashier acknowledge waiting customers?	2/2 100.00%	Yes No N/A
39. Did the cashier attempt to get help when more than 3 customers entered the line?	2/2 100.00%	Yes No N/A
Comments regarding the Cashier:			Haylie suggested adding socks when I checked out. She told me about the buy one, get one free deal they had. She was friendly, smiling and made eye contact. She asked if I was a club card member, and I let her know I was not. She told me about the program and signed me up. She told me I did not need a card, as they could just look me up in the computer by my telephone number. She thanked me warmly at the end of the interaction. While we were checking out, the phone rang and she was able to answer it in a friendly manner and transfer the call without interfering with the transaction. When another guest approached to purchase an item, she was able to seamlessly call another employee up to help.
Haylie suggested adding socks when I checked out. She told me about the buy one, get one free deal they had. She was friendly, smiling and made eye contact. She asked if I was a club card member, and I let her know I was not. She told me about the program and signed me up. She told me I did not need a card, as they could just look me up in the computer by my telephone number. She thanked me warmly at the end of the interaction. While we were checking out, the phone rang and she was able to answer it in a friendly manner and transfer the call without interfering with the transaction. When another guest approached to purchase an item, she was able to seamlessly call another employee up to help.
Overall Impressions	100% (18/18)
40. Did all employees interrupt their work on projects (stocking displays, etc.) to assist customers?	2/2 100.00%	Yes No
41. Did all employees appear productive when not assisting customers?	2/2 100.00%	Yes No
42. Was the store running as efficiently as possible?	2/2 100.00%	Yes No
43. As you were leaving the store, did a floor sales associate offer a closing remark (e.g. thank you, good day) and/or invite you back?	2/2 100.00%	Yes No N/A
44. Based on the customer service you received during this visit, would you return to this store and recommend it to your friends?	10/10 100.00%	Yes No
....Why or why not?			Haylie had good product knowledge. She was pleasant and had an upbeat, enthusiastic attitude throughout our conversation. She was well-groomed and presented herself professionally. The store was clean, well-stocked, and attractive. When I left, another employee on the floor thanked me for coming in and wished me a good day. I would definitely return because of Haylie's product knowledge and the assistance she provided.
Haylie had good product knowledge. She was pleasant and had an upbeat, enthusiastic attitude throughout our conversation. She was well-groomed and presented herself professionally. The store was clean, well-stocked, and attractive. When I left, another employee on the floor thanked me for coming in and wished me a good day. I would definitely return because of Haylie's product knowledge and the assistance she provided.
Comments regarding Overall Impressions:			Overall, I thought this was a very nice store. There was a good selection of items to choose from. It was well merchandised, neat, and everything was attractively displayed. The employees were well-groomed, polite, and friendly. The employees thanked me and seemed to appreciate my business.
Overall, I thought this was a very nice store. There was a good selection of items to choose from. It was well merchandised, neat, and everything was attractively displayed. The employees were well-groomed, polite, and friendly. The employees thanked me and seemed to appreciate my business.

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