4S店神秘顾客调查问卷

调查日期DateofVisit：日/月/年dd/mm/yyyy不打分Non-scoring进店时间TimeIn：时:分hh:mm不打分Non-scoring请用24小时制记录下时间Pleaserecordthetimein24hrclock.离店时间TimeOut：时:分hh:mm不打分Non-scoring请用24小时制记录下时间Pleaserecordthetimein24hrclock.进店时，商店是否热闹？Onarrival,howbusywasthestore?不热闹Light比较热闹Moderate热闹Heavy非常热闹Packed不打分Non-scoring请根据您对商店热闹程度的感觉回答此题。Pleasecodethisquestionaccordinglytoyourownperceptionofthelevelofbusinessinthescore.序号No.分类问题QuestionYN问题备注Notestoquestions1店内标识是否清晰可见,您是否能方便的了解整个店内购物区域?Isinstoresignageclearandobvioustoletyouknowwholestoreeasily?2CI标识是否干净、明亮且无破损？IstheCIcleanandbrightandbrokeness?3空调运行是否正常？展厅内温度是否适宜？4展厅内是否播放音乐？是否能被接受？原因？Doyouacceptinstorebroadcast?5能否较容易的获得店内信息？（如促销手册、促销商品及其价格和相关促销信息）Isiteasytogaininstoreinformation,suchasDM,promotionalproductanditspriceandrelativepromotionalinformation?6展厅玻璃上是否存在阻挡视线的宣传物？7门口是否放置有雨伞架？8接待台上是否有鲜花，且整洁无杂物？9展车是否进行了适当、和谐且人性化的装潢？10展车是否明亮，可吸引您的注意力和购买欲望？11展车四扇车门及前排门窗是否处于打开状态？12展车上是否有该车辆的标准配置表？13洽谈桌上是否有烟灰缸及糖果，且有人招呼您使用？14在顾客洽谈休息区是否有种类丰富的杂志，报纸是否最新？15您能否非常方便且不需询问就找到卫生间么？16商店内的厕所是否清洁无异味？Isinstoretoiletcleanandwithoutpeculiarsmell?17商店内的厕所在使用上是否为你考虑？（例如提供洗手液、卫生纸，干手机等）Isinstoretoiletconsiderateforyou,suchasprovidingsoap,tissue,hand-dryer,etc?18商品上是否清洁整齐无灰尘？Areproductsclean,orderandwithoutdust?19花盆内是否有烟头，周围是否有散落的花叶等杂物？20商场内的空气质量是否令您满意？Areyousatisfiedwithinstoreairquality?对购物环境的评价ShoppingEnvironmentComments文字表述Text不打分Non-scoring序号No.问题QuestionYN问题备注Notestoquestions1电话响铃是否超过三声仍无人接听？2接待员是否以专业礼貌的用语进行问候？是否提及公司名称？3接待员的态度是否热情、亲切，并努力满足您在电话中所提问题或要求？4您所接触的销售顾问是否身着统一制服？5销售顾问的制服是否整洁、干净、平整？6进口处是否有迎宾员？Weretherea'Greeter'inpositionattheentrancetothestore?7迎宾员是否主动与您对视、向您微笑？她是否同时也这样对待其他顾客？Didthe'Greeter'makepositiveeyecontact,smileandmakeyoufeelwelcomeorweretheydoingthiswithothercustomers?8迎宾员是否向您或其他顾客问候，如“您好”，“欢迎”等？Didthe'Greeter'offeranyverbalgreeting(Hello,Hi,Welcomeetc.)toyouortoothercustomersastheyenteredthestore?9当您向迎宾员询问商品的位置及信息时，她是否能自信且迅速地回答您？Whenyouaskedthe'Greeter'aquestionregardingthelocationandinfomationsofcertainitemsinthestore,weretheyabletorespondyouimmediatelyandwithconfidence?9A请解释您对第五题的回答。PleaseexplainyourresponsetoQ9.文字表述Text不打分Non-scoring神秘顾客调查报告MysteryShopperSurveyReport态度Attitude产品知识KnowledegeOfPruducts电话接待PhoneService进口EntryHeaderQuestions表头信息购物环境ShoppingEnvironment顾客接待CustomerService环境氛围请给予商店购物环境一个总体评价。Pleasegiveanoverallcommentontheentrytothestore.着装Clothing展厅布置ArrangementOfStore展厅整洁CleanOfStore神秘顾客调查报告MysteryShopperSurveyReport对进口处的评价EntryComments文字表述Text不打分Non-scoring序号No.问题YN问题备注6a您等了多久才有员工招呼您?Exactlyhowlongdidyouwaitbeforeyouwereapproached?分：秒mm:ss不打分Non-scoring7您花了多长时间才找到员工帮助您？Howlongdidittakeforyoutofindastaffmembertohelpyou?分：秒mm:ss不打分Non-scoring7a请描述Pleaseexplain.文字表述Text不打分Non-scoring8员工是否根据您的询问，带领你去正确的通道？如否，请解释。Didthestaffmemberleadyoutotheappropriateaisletorespondtoyourquery?9通道内是否有该部门员工等待或正在为顾客服务？Wasthestaffmemberwaitingintheaisleorservingcustomers?14员工是否主动帮助搬运较重的商品？Didstaffmemberhelpyoucarryheavyproductsactively?对核心通道的评价ScenarioComments请给予员工帮助您解答问题的具体事件作一个总体评价。Pleasemakeanoverallcommentonthewaythatyourenquirywashandled.文字表述Text不打分Non-scoring序号No.问题QuestionYN问题备注Notestoquestions21您是否感觉到收银员提供给您人性化的服务？Didtheoperatorattempttopersonalisethetransaction?21a如果是，收银员提供了怎样的人性化服务？Ifyes,howdidthecheck-outoperatorpersonalisedthetransaction?文字表述Text不打分Non-scoring23收银员是否向您致谢？Didthecheck-outoperatorthankyou?序号No.问题QuestionYN问题备注Notestoquestions26从收银台至出口处是否有送宾员？Wastherea'Fareweller'presentintheareabetweenthecheck-outandtheexit.27送宾员是否答谢您及周围顾客？Didthe'Fareweller'acknowledgeyouorthecustomersaroundyou?对出口处的评价ExitComments请对商店出口处作一个总体评价。Pleasemakeanoverallcommentontheexitfromthestore.文字表述Text不打分Non-scoring序号No.问题QuestionYN问题备注Notestoquestions29对于您的咨询，团购服务台员工是否能给予耐心且满意的答复？CouldTradeDeskgiveyouasatisfyingreplytoyourconsultation?31您是否满意商店内咖啡吧的服务?无论满意与否都请详细说明当天情况。AreyousatisfiedwiththeserviceofCoffeeShop?Pleaseexplainindetails.请在此详细说明。Pleaseexplain.32商店内的ATM机是否可以正常使用？如果不能，请说明。CouldATMinthestorebeused?Ifitcouldn't,pleaseexplain.对其他相关服务的评价StoreRelatedServiceComments请对商店其他相关服务作一个总体评价。Pleasemakeanoverallcommentontheexitfromthestore.文字表述Text不打分Non-scoring序号No.问题QuestionYN问题备注Notestoquestions3您对商店预付全额定金，是否可接受?Couldyouacceptthatpaysumdepositforproductsinadvanceifyouusecheck?6当您向厂商代表询问非其促销商品时是否能得到满意服务?Couldyougainsatisfyingservicewhenyouinquiredvendorrepaboutpromotionalproductsofotherbrands?序号No.问题QuestionYN问题备注Notestoquestions3您认为他们的接待工作怎样?HowdoyouthinkreceptionofDecorationCenter?6是否能了解到不同档次的装潢价格？Canyouknowdecorationpricesofdifferentlevel?8公司的信誉和资质是否介绍清楚？DoesDecorationCenterintroducecreditstandingandqualificationofcompanyclearly?10你参观样板房过程中，对讲解人员的评价如何？Whatistheevaluationofexplainerwhenvisitingmodelroom?14对维修保修和投诉问题解决的程序是否满意？Doyousatisfywithmaintenanceprocedureandcomplainprocedure?请给予商店进口一个总体评价。Pleasegiveanoverallcommentontheentrytothestore.ActionAlley核心通道特殊订单S/O装潢中心DecorationCenter出口Exit与商店相关部门服务调查StoreRelatedDepartmentService收银台Check-Out神秘顾客调查报告MysteryShopperSurveyReport1通过此次购物，请作一个综合评价，包括调查问卷里所没有涉及的问题。Pleasemakeanoverallcommentonyourvisit.Pleaseincludeanythingthathasnotalreadybeencoveredinhequestionnaire.文字表述Text不打分No