Mystery Calling Scoring Criteria Examples:

Proper Answering Technique:

Scoring Criteria Examples:

  • Did initial staff use a formal greeting used? ex, Good morning
  • Did initial staff person state the company name?
  • Was the surveyed staff person present his/her name?

Callers Put on Hold:

Scoring Criteria Examples:

  • Was the caller asked if it was OK to be put on hold?
  • Did the staff wait for a response from caller before placing on hold?
  • The longest time put on hold (# of seconds)?

Callers Were Transferred:

Scoring Criteria Examples:

  • Was the caller told in advance that the call would be transferred and why?
  • Did the next staff person introduce himself?
  • Did the next staff person seem already informed about the callers needs?

Salesmanship:

Scoring Criteria Examples:

  • Did staff listen carefully to what the caller was asking for?
  • Did staff person ask questions to help clarify the parts needed?
  • Was the sales experience interrupted at all, side conversations etc.?

Building a Report:

Scoring Criteria Examples:

  • Did staff get the name of the caller to create a friendly experience?
  • Did the staff person ask any questions about caller to create relationship?
  • Did staff provide information without the client pushing for more information?

Getting a Commitment for the Sale:

Scoring Criteria Examples:

  • Were prices quoted on the spot?
  • Were useful complimentary products offered? i.e. Add a line to the invoice!
  • Did the staff try to up sell to higher priced product and with explanation?

Giving Great Customer Service:

Scoring Criteria Examples:

  • Did staff ask if you had any other needs today?
  • If items not in stock, did staff ask how soon product was needed?
  • Did staff make sure his explanations were understood?
  • Did the staff say THANK YOU for calling?

Mystery Calling Chart – Scoring a Mystery Call