1

Read this training manual

Go through a phone briefing with an AQ personnel (10 min)

Conduct the visit within the specified date, time and at the address / location provided

Take the test - be qualified

Answer the survey accurately

Inform AQ

of anything

unexpected

or if you

have any

doubts

STEPS TOWARDS A SUCCESSFUL MYSTERY VISIT AND REPORT

This Mystery Shopping Program aims to provide objective feedback on Malayan Banking Berhad (“Maybank”) customer experience in Maybank’s domestic branches in Malaysia.

This training manual serves to guide you for this assignment. Please read this training material especially the Scenario Flow before you conduct the mystery shopping. Feel free to contact Ms. Zarith Sofia or Ms. Pang Phei Sze, Project Executives in charge at 603-2072 3311 or email at maybank@aq-services.com any enquiries related to this assignment.

FIRST AND FOREMOST NOTE, DO NOT EVER, EVER REVEAL YOURSELF AS A MYSTERY SHOPPER TO MAYBANK!!

PROGRAM INTRODUCTION

Log into http://aq.shopmetrics.com to manage

your mystery visits.

MAYBANK BRANCH MYSTERY VISIT

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RECOMMENDATION

Print pages 3 & 11 to help you conduct your mystery visits cor-rectly.

RECOMMENDATION You can visit the branch during non peak hours to reduce waiting time.

CONTENT

PROGRAM SPECIFIC DETAILS

PROGRAM SPECIFIC DETAILS 2

SCENARIO OVERVIEW 3

SURVEY SECTIONS

SECTION A: AMBIANCE 4

SECTION B: SECURITY GUARD 4

SECTION C: GREETER 5

SECTION D: TELLER 6

SECTION E: CUSTOMER CARE 7

SECTION F: SALES PERSONNEL 8

DO’S AND DON’TS 9

AQ ETIQUETTE 10

APPENDIX 11 - 13

Visit due date: To make this program successful, we have to keep to the due date. If we do

not see your report on the day after the due date, we will automatically re-open the job to other shoppers.

E.G. if the due date is on 14th January, and if we do not see your report on 15th January, we will take the job away from your access, and we will invite other shoppers to cover the job.

Time of visit:

You can only conduct the mystery visit anytime from 9.15am to 4.00pm. Day of visit:

The visit can be done from Mondays to Fridays only, excluding public and state holidays.

Professionalism:

Please act professional throughout the visit. Do not find fault or argue/fight during the visit. If there is something you were dissatisfied with at the branch, you can always go home and feedback through the survey.

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SCENARIO OVERVIEW

ENTER THE BANK

ARRIVE AT BANK

OBSERVE INSIDE ENVIRONMENT Overall cleanliness

Furniture & fittings condition

Ambiance

LCD, rate board, promotional items

SST Area

SALES PERSONNEL Product knowledge

Get business card

CUSTOMER CARE OFFICER Product knowledge

GREETER COUNTER Product knowledge

Willingness to assist

OBTAIN QUEUE TICKET

TELLER COUNTER Deposit transaction Product knowledge Get transaction slip

OBSERVE OUTSIDE ENVIRONMENT Landmarks (left & right)

Signage

Walls

Main entrance

Walkway cleanliness

OBSERVE SECURITY GUARD

EXIT THE BANK

TIMING #1 TOTAL WAITING TIME

ARRIVAL AT THE COUNTER TILL SERVED BY GREETER

TIMING #2 TOTAL WAITING TIME FROM

OBTAINING QUEUE TICKET TILL NUMBER IS CALLED

TIMING #3 TOTAL WAITING TIME

ARRIVAL AT THE COUNTER TILL SERVED BY CUSTOMER CARE

TIMING #4 TOTAL WAITING TIME

ARRIVAL AT THE COUNTER TILL SERVED BY SALES PERSONNEL

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Please ensure that you visit the CORRECT location as per your assignment. Cross check the name of the branch with the address shown at the bank’s entrance or with the Sales Offi-cer’s name card. You may also check with the Guard or Greeter to confirm, but do so naturally so that they do not suspect you as a mystery shopper.

SECTION A: AMBIANCE

SECTION B: SECURITY GUARD

Please browse the outside condition of the Branch before entering the bank and observe:

Signage Walls & Façade: not peeling, no graffiti Main entrance: glass door in good condition & clean

Outside walkway: clean & free from traders / unauthorized sales person

ARRIVE AT BANK (Observe the landmarks on the right and left of the branch)

A1. BUILDING EXTERIOR

Please enter the branch and check the interior with particular attention to :

Cleanliness: floor is clean, cabinets neatly arranged Furniture & fittings: waiting chairs & writing table in good

condition

Availability of banking forms, brochures

Ambiance: air conditioning at an appropriate temperature & good lighting

LCD, display boards & promotional items: up to date & in working condition

Please enter the Self Service Terminal (SST) with particular attention to :

Cleanliness: floor is clean, cabinets neatly arranged Furniture & fittings: waiting chairs & writing table in good

condition

Availability of banking forms, brochures

ENTER THE BANK

A2. BANKING HALL ENVIRONMENT

A3. SST AREA

Please observe the Security Guard as follows: Properly attired with complete uniform, tucked in,

pressed, neat and clean. Have good working attitude i.e. not chatting or

loitering around the branch. Alertness i.e. look active, not bored or sleepy

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The Security Guard is not acceptable as a Greeter.

IMPORTANT NOTE Please obtain the name of the Greeter if he/she is wearing a name tag. If the name is not visible please give a full description (e.g. Malay female, wearing tudung, about 20-25 years old, wearing glasses.)

SECTION C: GREETER

C1. APPEARANCE

Areas evaluated are: a well groomed appearance using name tag cleanliness of the desk / counter.

Areas evaluated are: greetings and smile, attentive listening with eye contact, politeness and ends with a “Thank You” addressing you in a proper manner issuing you the Q-matic ticket providing additional information (e.g. providing brochure or promote a product)

C2. SKILLS

This section is to test the Greeter on their knowledge on Maybank Products.

You are only required to ask one question to the staff in this section.

Please refer to Appendix I for the list of questions.

C3. PRODUCT KNOWLEDGE

Areas evaluated are: courtesy, enthusiasm and efficiency. Negative attitudes are not encouraged (e.g. talking on the handphone)

C4. ATTITUDE

The Greeter is the first person you will interact in the Branch. The Greeter is stationed at the service counter as you enter the branch. He/She is in charge of issuing the Q-matic number and guiding you to the right officer in charge. You are required to see the Greeter and make enquiries.

WAITING TIME Start timing when you arrive at the counter / join the queue

at the counter. End timing when you are start interaction with the Greeter.

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Keep the transaction slip and queue ticket as proof of visit

IMPORTANT NOTE Please obtain the name of the Teller if he/she is wearing a name tag. If the name is not visible please give a full description (e.g. Malay female, wearing tudung, about 20-25 years old, wearing glasses.)

SECTION D: TELLER

D1. APPEARANCE

Areas evaluated are: a well groomed appearance using name tag cleanliness of the desk / counter.

Areas evaluated are: greetings and smile, attentive listening with eye contact, politeness and ends with a “Thank You”, addressing you in a proper manner

D2. SKILLS

This section is to test the Teller on their knowledge on Maybank Products.

You are only required to ask one question to the staff in this section.

Please refer to Appendix I for the list of questions.

D3. PRODUCT KNOWLEDGE

Areas evaluated are: courtesy, enthusiasm and efficiency. Negative attitudes are not encouraged (e.g. talking on the handphone)

D4. ATTITUDE

Upon obtaining the Q-Matic number, please proceed to Teller counter to perform the personal transaction. We recommend you to do a deposit, ASB or bill payment. You are required to do a transaction at the Teller counter and make enquiries.

WAITING TIME Start timing when you obtain your queue ticket. End timing when your number is called at the teller counter.

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IMPORTANT NOTE Please obtain the name of the Customer Care Officer if he/she is wear-ing a name tag. If the name is not visible please give a full description (e.g. Malay female, wearing tudung, about 20-25 years old, wearing glasses.)

SECTION E: CUSTOMER CARE

E1. APPEARANCE

Areas evaluated are: a well groomed appearance using name tag cleanliness of the desk / counter.

Areas evaluated are: greetings and smile, attentive listening with eye contact, politeness and ends with a “Thank You”, addressing you in a proper manner providing additional information (e.g. providing brochure or promote a product)

E2. SKILLS

This section is to test the Customer Care Officer on their knowledge on Maybank Products.

You are only required to ask one question to the staff in this section.

Please refer to Appendix I for the list of questions.

E3. PRODUCT KNOWLEDGE

Areas evaluated are: courtesy, enthusiasm and efficiency. Negative attitudes are not encouraged (e.g. talking on the handphone)

E4. ATTITUDE

The Customer Care Officer is in charge of handling customer enquiries such as opening of bank account/ applying to Maybank ATM card/debit card/ lost of cards/opening FD account etc. You are required to see the Customer Care Officer and make enquiries.

WAITING TIME Start timing when you arrive or queue at the desk / counter. End timing when you are start interaction with the

Customer Care Officer

You can ask the Greeter / any bank staff to guide you to the right officer.

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Get a business card as proof of visit

IMPORTANT NOTE Please obtain the name of the Sales Personnel if he/she is wearing a name tag. If the name is not visible please give a full description (e.g. Malay female, wearing tudung, about 20-25 years old, wearing glasses.)

SECTION F: SALES PERSONNEL

F1. APPEARANCE

Areas evaluated are: a well groomed appearance using name tag cleanliness of the desk / counter.

Areas evaluated are: greetings and smile, attentive listening with eye contact, politeness and ends with a “Thank You”, addressing you in a proper manner providing additional information (e.g. providing brochure or promote a product)

F2. SKILLS

This section is to test the Sales Personnel on their knowledge on Maybank Products.

You are only required to ask one question to the staff in this section.

Please refer to Appendix I for the list of questions.

F3. PRODUCT KNOWLEDGE

Areas evaluated are: courtesy, enthusiasm and efficiency. Negative attitudes are not encouraged (e.g. talking on the handphone)

F4. ATTITUDE

The Sales Personnel is the person you approach when you want to make gen-eral inquiries related to credit cards, personal/housing loans, investment, insurance etc. You are required to see the Sales Personnel and make enquiries.

WAITING TIME Start timing when you arrive or queue at the desk / counter. End timing when you are start interaction with the Sales

Personnel.

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DO DON’T

Do describe the situation. Don’t use the words “should” or “needs to.” It is not your job to tell them what to do.

Do explain why.

“The customer care answered my questions by giving a simple but detailed explanation.”

Don’t say, “Everything was good.”

Do explain what you observed.

“The floor in the seating area was dirty with shoe tracks and rain water.”

Don’t say, “The floor needs to be cleaned.”

Do explain what you observed.

“There was no forms available at the writing table.” Or “The greeter helped a customer to use the ATM machine .”

Don’t just repeat the question, “The greeter just passed me my queue ticket.”

Do explain why you reached a view-point,.

“The teller was talking to a colleague about politics while processing my transaction. She passed me my deposit slip and did not say thank you. I felt that her service was impersonal and I did not feel appreciated as a customer.”

Don’t just say, “The teller’s explanation was below my expectation.”

Do’s & Don’ts

Detailed observations will help AQ to “see” what you have seen at the locations. This will reduce calls or emails being made to you for further information. Good clear and detailed reports will help you get more jobs as it shows that you are observant and able to help us understand the situation clearly.

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Update your AQ profile

with the correct bank

details for smooth and

fast payment. We only

accept:

Malaysia: Local

banks

AQ Etiquette - General Terms & Conditions

Make sure that you visit the correct Maybank branch as stated in your Shopmetrics Inbox. If you are unsure about the address, contact your business manager in charge. Cross check with the Sales staff’s name card or branch details which are imprinted on the bank’s glass door entrance.

Visits must be conducted during the assigned date and time. Surveys must be entered in the Shopmetrics System within 24 hours from Maybank Branch visit.

Note: Please ensure you have attended shopper briefing BEFORE you perform the assignment.

Please ensure you fully understand the Quality and Integrity Agreement in the questionnaire, before you start answering. You must pay attention to your sentence structure, objectivity and clarity. You must write in full sentences.

We have a scoring system to grade your surveys. If your data is poorly graded, your chances of getting a new assignment will be low.

DO NOT RUSH through the visit. Please take note of as much details as possible. Be natural and just act like how a customer would normally behave while visiting a Maybank Branch.

Do not reveal that you are a mystery shopper before, during or after the mystery shopping. Do not reveal the (printed) questionnaire while you are at the site of the mystery shopping. Do not announce that you are a mystery shopper at all times.

HOWEVER, during you visit, IF your identity as a mystery shopper becomes

known to Maybank or you are suspected of being a mystery shopper by any

Maybank staff, you may contact the following people:

AQ Services at 03-2072 3311

Pang Phei Sze ext: 107 pang@aq-services.com

Zarith Sofia ext: 121 masri@aq-services.com

Serena Tan ext: 105 serena@aq-services.com

Thank you for completing the training materials.

We hope you will have fun mystery shopping!

NB: If you have any question on this assignment, please contact:

The AQ Maybank project team

at 03-2072 3311

maybank@aq-services.com

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IMPORTANT NOTE You CAN NOT repeat the same question for all the staff. Please use a different question for each staff.

PRODUCT KNOWLEDGE QUESTIONS

Please choose FOUR (4) QUESTIONS from the list below. You will need to ask ONE (1) QUESTION EACH to the Greeter, Teller, Cus-tomer Care Officer and Sales Personnel. The product knowledge question is compulsory.

Observe and listen to the answer that the staff gives as you will need to write down their answer into the survey. If the staff gives you a simple “Yes or No” with no elaboration, please probe them further to justify their answers.

1. Do Maybank have any special insurance package for ladies? Answer: Yes, Persona Lady (prompt for more information)

2. What are the types of housing loans available? Answer: Conventional & Islamic (prompt for more information)

3. What is the current BLR? Answer: 6.6%

4. What is Maxi home? Answer: Home Loan / Housing Loan / Financing Housing Loan

5. Do Maybank have any Islamic credit card? Answer: Yes, Ikhwan Visa Card (prompt for more information)

6. If I’m holding a Platinum credit card, am I considered a Private Banker? Answer: No

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APPENDIX II: DRESSING GUIDELINES

Business Formal (Monday - Thursday)

Business Casual (Friday)

Male Light/pastel coloured long sleeve tucked in

Matching tie Dark coloured formal pants

with belt Office wear shoes Name tag or ID card facing out

Light/pastel coloured long sleeve tucked in

Collared T-shirt (with Maybank Group’s logo)

Batik shirts Dark coloured formal pants

with belt Khaki pants Full dressed smart traditional

wear Office wear shoes Name tag or ID card facing

out

Female Long or short sleeve shirt Knee-length or long skirt 2 or 3-piece pant suit Smart traditional attire Officer wear shoes Name tag or ID card facing out

Smart casual Collared T-shirt (with

Maybank Group’s logo) Business formal Full dressed smart traditional

wear Officer wear shoes Name tag or ID card facing

out

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APPENDIX II: DRESSING GUIDELINES

NEW UNIFORM FOR FRONT LINERS (GREETERS & TELLERS)

To be worn Mondays to Fridays