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Project Name

Watsons

Project Type

Mystery Visit




Contact Person



Project Manager
Iris Tang
itang@bareinternational.com
Skype: bare-ap-itang

Assistant Project Manager
July Wu
jwu@bareinternational.com
Skype: bare-ap-jwu

Brand Main Page

http://www.watsons.com.hk/webhk/Home.do





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1. Hot Points
To help you with the visit we prepare some valued information for you. Please read
the following instructions and contact us if you have anything unclear.

Language

The visit should be conducted using local language. And you should complete the online
report using English.

Visiting
Hours

Monday to Sunday, half an hour after store opens and half an hour before store closes.
Your visit should last for over 20 minutes.
Please refer to location Yellow Sticky Notefor visiting time.
Time
Limitation

You must complete the online survey within 24 hours after your visit.
After viewing your report, we will contact you if something needs to be revised.
Please check your mailbox daily and reply to us within 24 hours.
Please keep your proof of visit for at least two months. Our editor may contact you at
any time when we need further information from you.
If you cannot follow the above timeline, we may cancel your assignment and will not give
you the payment. If you have any special situation preventing you to make it, please
contact us in time.

Staff
Information

You should try your best to get the name (from the name badge) of the staffs who serve
you. But please be careful not to stare at their badge all the time.
If you are not able to get the names, please describe their physical appearances,
including gender, height, hair color, hair length, dressing, figures, special characters like
mole and accessories, etc.

Scenario
During the visit, you are required to purchase a small item.
Before entering the store, please take a photo of the shop front from a relatively
long distance.
Enter the store, observe the situation including store environment, goods display,
product category, etc. While evaluating them, please pick up over three big items
randomly (such as shampoo) and hold in hands to see whether staffs provide you a
basket of not. Put the items back to shelf before you pay for the small item.
You are required to interact with two types of staffs:
1) Observe and ask if there is a resident pharmacist/pharmacy executive in the store. If
there is one, please come close to the medicine shelves and begin to evaluate the
pharmacist.

2) Come close to a normal Watsons staff to evaluate. Let the staff recommends you


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brands (Do not ask directly for a specific item) on a category like skin care. You are
then required to check the knowledge of staff on " Watsons Mask - Lycopene of
Watsons. Please consult the staff on them and write down the staff's introductions in
Q38 and Q39 in details.
Select any item in the store and pay. Evaluate the whole paying process and the
cashier performance. Remember to keep the receipt.

Proof of Visit

The receipt of purchased items. There shall be clear information of item names,
shopping date, store address on the receipt. But we will not make reimbursement for
your purchase.
A photo of the shop front.

Location Issue
If you find there is no Watsons store on the address we provide to you, or the Watsons is
closed, you then need to take a picture of the location.
Report and send the picture to us as soon as possible. If it turns out to be the truth,
we will pay you 50% of the shop fee.
If any of the staffs of the target store recognizes you, please stop your visit and contact
BARE project staff, or your visit will be invalid.


Only in one condition you can evaluate those Demo Sales: Watsons staffs may be
all working in the cashier counters because of busy hours. If you find no Watsons
staffs to assist you in field then you can target a Demo Sales to evaluate.

There are Peak Hours visits and Non-peak Hours visits. Please follow the
instructions of the assignment email for BARE.

Report Writing:
You must complete the online survey within 24 hours after your visit. After
viewing your report, we will contact you if something needs to be revised.
Please check your mailbox daily and reply to us within 24 hours.

To each negative option you choose in the questionnaire, you will need to
give an explanation in the relative comment box. Your comments should
be objective; otherwise, we may refuse to accept your report.






ALeaderinGlobalCustomerResearchsince1987with offices in:

Fairfax, VA USA

Belgium

Brazil

Chile

China

Hungary

India

Singapore

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2. Evaluation Details

2.1 General Evaluation Flow




2.2 Store Environment

When you arrive at the store, please confirm the address.

Evaluate the walkway:
Is the floor clean?
Is there any rubbish or paper box blocking the way?

Evaluate lightings:
The key point is a bright feeling. Please observe if there is any broken
or flashing one.

PS: If there is OUT OF STOCK LABEL on the price tag of the out of stock
items, then it should be considered up to standard and gain score.

Evaluate promotional materials
Observe if there is any expired promotional material.

2.3 Staff Grooming
Uniform Standard
Please click the following link to download the Watsons Uniform Standard.
If you find any staff does not dress in standard, please record in the report.
http://www.baiservices.com.cn/Watsons/Standards/Thailand/Watsons
Thailand Uniform Standards.pdf
Store
Environment
Staff
Grooming
Customer
Welcoming
Sales
Professional
Cashier
Service




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Fairfax, VA USA

Belgium

Brazil

Chile

China

Hungary

India

Singapore

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2.4 Customer Welcoming
Basket Service
Watsons require their staffs to provide you a basket whenever they see
you are holding several items in hand. You will need to pick up more than
three items during your shop and hold in hand for a few minutes to
evaluate if any of the staffs pass you a basket. Put the items back to the
place before you leave the store.

It is quite important for you to remember what you held in hands.

You are required to interact with two types of staffs:
1) Observe and ask if there is a resident pharmacist/pharmacy executive in the
store. If there is one, please come close to the medicine shelves and begin to
evaluate the pharmacist.
2) Come close to a normal Watsons staff to evaluate. Let the staff recommends
you brands (Do not ask directly for a specific item) on a category like skin
care. You are then required to check the knowledge of staff on " Watsons
Mask - Lycopene products of Watsons.

Product Knowledge:
Please evaluate on attributes of Watsons Mask - Lycopene

1. Imported from Korea
2. Naturally refined from lycopene and Ginko
3. To nourish/enhance moisture and reduce wrinkle

Q ( 2 3 )
( / ,
X )

1.
2.




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Fairfax, VA USA

Belgium

Brazil

Chile

China

Hungary

India

Singapore

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3.



2.5 Sales Standards and Professionalism



Please DO NOT directly point out to staff that you are looking for a specific brand
or product. Instead, please let the staff give you advices.

Pay attention whether staff asks you open end questions to understand
your needs or not. An open end question will be a question that cannot be
simply answered with YES or NO. Normally it will start with WHAT, HOW,
WHY, WHEN, etc.
Please note down the questions he/she asks.
Open End
Questions
Present and
Recommend
Products
Products
Introduction
Link Sales
Face
Question and
Concern




ALeaderinGlobalCustomerResearchsince1987with offices in:

Fairfax, VA USA

Belgium

Brazil

Chile

China

Hungary

India

Singapore

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Pay attention if staff recommends you products based on your needs:
What are the products he/she recommends
Are the items up to your needs
Please note down the recommended product names, types and prices.

Is the staff able to introduce products by mentioning their FEATUREs and
ADVANTAGEs/BENEFITs?
A FEATURE means the materials or technologies this product uses.
An ADVANTAGE/BENEFIT means the effects and values its FEATUREs
bring to the user.

Observe if the staff does link sales. If yes, what kind of extra products
he/she recommends?
Please note down the recommended product names, types and prices.

2.6 Cashier Service

Please record the time you wait for payment.
How many customers and cashier counters are there?
For Thailand - the queue length should has no more than 3 customers;
Please record the waiting number in your queue and also your
waiting time.

Does the cashier recommend you products besides the counter? (Please
take notes of products name, brand and type)

About membership card
Does the cashier remind you to use your membership card?
If you have a membership card, does the cashier recommend you to
redeem your membership points?