| Employee Name |
Joe |
Bob |
| Total Points (out of 34) |
32 |
29 |
| Location |
Name of Current Location |
Name of Current Location |
| Day of Phase |
Thursday |
Monday |
| Date of Phase |
11/12/2008 |
11/2/2008 |
| Time range of Phase |
12:30 PM - 1:00 PM |
8:30 AM - 9:05 AM |
Promptness of Service: |
| How long did you wait for your presence to be acknowledged by anyone? |
0-1 minute |
More than 5 minutes |
| After being acknowledged, how long did you wait before actually being helped? |
3 minutes |
Immediately |
| If you waited, why did you have to wait? |
Employee was busy with another customer. |
|
Courteousness/Friendliness: |
| Did the employee introduce him/herself or greet you in a courteous manner? |
Yes |
Yes |
| Did the employee stand up and offer to shake your hand? |
Yes |
Yes |
| Did the employee ask how they could help you? |
Yes |
Yes |
| Did the employee make eye-contact with you? |
No |
Yes |
| Did the employee smile? |
Yes |
No |
| Did the employee use your name? |
Yes |
No |
Knowledge of Services: |
| Was the employee knowledgeable about the products/services you asked about? |
Yes |
Yes |
| Did the employee have to consult with someone else before being able to answer any of your questions? |
No |
Yes |
| Did the employee recommend a product/service that met your current needs? |
Yes |
Yes |
| Did the employee attempt to deepen your relationship by mentioning other products/services that could be of benefit to you? |
Yes |
No |
Professional Appearance: |
| Was the employee dressed in a manner appropriate for that day and Location? |
Yes |
Yes |
| Was the employee neat in appearance and well groomed? |
Yes |
Yes |
| Did the employee wear a name tag or have a name plate? |
Yes |
Yes |