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 [email protected] 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 [email protected]
Zarith Sofia ext: 121 [email protected]
Serena Tan ext: 105 [email protected]
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
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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