Quater:

Bank Region 4.1
Was Customer Parking instantly available for the Mystery Shopper?		4.2.a
Was the Entrance Clean?		4.2.b
Was the Entrance Convenient?		4.3
Were the branch premises clean?		4.4.a
Posters / Branding material present on doors, walls and windows?		4.4.b
Pamphlets, Leaflets and Brochures on display?		4.4.c
Branding material up-to-date?		4.5.a
Were employees present at over 90% of the branch desks and counters?		4.5.b
Were all / almost all of the staff neatly and professionally dressed?		4.5.c
Were all / almost all of the staff wearing name badges?		4.6.a
Was the area surrounding the ATM and CDM machines clean and presentable?		4.6.b
Were the ATM and CDM machines functioning?		4.6.c
Was there sufficient cooling in the ATM/CDM area?		4.7.a
Was the branch air-conditioning fully functional and sufficient?		4.7.b
Did the branch possess sufficient lighting?		4.7.c
Did the customer have sufficient waiting space / seating area?		4.7.d
Did the customer find it easy to follow the signage within the interiors of the branch, indicating different counters/ work stations?		5.1.a
Was the Mystery Shopper 'promptly greeted / acknowledged' on entering the branch?		5.1.b
Did the staff either / or: a) Ask for the customer's name? b) Greet the customer by name?		5.1.c
Did the staff ask, 'How can I help you today?' and Probe the purpose of the customer's visit?		5.1.d
Was the Mystery Shopper redirected on the basis of his / her needs?		5.2.a
Were the staff courteous on the customer making his / her enquiry?		5.2.b
Did the staff demonstrate 'active listening' on customer enquiry?		5.2.c
Did the staff appear confident?		6.1.a
Did the staff frequently probe the nature of the customer's needs?		6.1.b
Did the staff actively attempt to anticipate customer needs?		6.1.c
Were the staff able to cater to the needs of the customer without seeking the help of a colleague?		6.1.d
Were the staff able to answer all / most of the questions posed?		6.1.e
If the staff were unaware of the answer to a particular query / queries, did they politely 'ask you to wait while they double-checked with the system / a colleague'?		6.2.a
Overall, were the staff well-informed on Bank Dhofar's product and services?		6.2.b
List the details of the 'main purpose of your visit' (as per SECTION B): rate the staff on the level of 'product / service knowledge' in this area:		6.2.c
Did the staff attempt to 'cross-sell' other products and services?		6.2.d
Did the staff explain Why Bank Dhofar's products and services possess a 'Comparative advantage' relative to competing banks?		6.2.e
Did the staff attempt to provide 'complete information' on Bank Dhofar's products and services, along with relevant literature?		6.2.f
Information on relevant procedures, documentation and follow-up method?		6.2.g
Did the staff attempt to acquire more customer information so as to follow-up at the end of the visit?		7.1.a
Waiting time on entering the branch, before dealing with the frontline staff:		7.1.b
Did the customer feel like the queuing system functioned properly?
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