Vans # 76 03/03/05

Vans # 76		Date: Thursday - 3/3/05
882 N. Second St.		Time: 1:50PM to 2:10PM
		Shopper: 251265
El Cajon, CA
District: 11

General Answer

Number Of Customers 1

Number Of Associates 1

Associates Answer

Main Associate's Name Rene

    Gender Male

    Age 45

    Hair Color Black

    Name Tag Worn Yes

    Van's Shoes Worn Yes

    Color Of Shoes Black

    Van's T-Shirt Worn No

    Color Of Shirt Black

Customer Service Answer Points Score

1. Were you greeted verbally or acknowledged (smile/eye contact)? Yes 20 20

2. Was the store and store entryway neat, clean and orderly? Yes 5 5

3. Was all merchandise that you inspected priced clearly and correctly? Yes 10 10

4. Was the register area free of clutter? Yes 5 5

5. Was the overall environment of the store inviting? No 10 0

a. If the store was not inviting, please state why.
The store had shipping boxes piled high in several areas of the store. The shipment had just come in, so that is just business. It was piled neatly! Everything else was neat and clean except for a cigarette butt on the window sill by the front door.

6. Did the associate thank you for shopping in the store and/or invite you back? Yes 15 15

7. Was the store well stocked/filled in? Yes 15 15

8. Was your shopping experience pleasant? Yes 10 10

9. Would you shop at this store again? Yes 10 10

Overall comments on your customer service received today
Rene, the associate thought that my high arch foot was not a good fit for the Vans shoes. He suggested that I try another brand of shoes, although he did say that Vans made an excellent shoe.

Customer Service Score 90% 100 90

Salesmanship Answer Points Score

Overall comments on salesmanship
He did check the shoes on my feet, had me try on both shoes, and had me walk around the store. He was knowledgeable of the stock and what would fit me needs as I explained them to him.

Salesmanship Score
0 0

Overall Impression Answer Points Score

Total Score 90% 100 90

Overall comments on your shopping experience
The shopping experience was different. I do not usually have to push the associate to let me try on the shoe; however, he really wanted to make sure that I was happy with the shoes and that I return to the store again.

30 Galesi Drive Unit 108 - Wayne, NJ 07470 - 1-800-444-1717 - info@iccds.com

General	Answer
Number Of Customers	1
Number Of Associates	1

Associates	Answer
Main Associate's Name	Rene
Gender	Male
Age	45
Hair Color	Black
Name Tag Worn	Yes
Van's Shoes Worn	Yes
Color Of Shoes	Black
Van's T-Shirt Worn	No
Color Of Shirt	Black

Customer Service	Answer	Points	Score
1. Were you greeted verbally or acknowledged (smile/eye contact)?	Yes	20	20
2. Was the store and store entryway neat, clean and orderly?	Yes	5	5
3. Was all merchandise that you inspected priced clearly and correctly?	Yes	10	10
4. Was the register area free of clutter?	Yes	5	5
5. Was the overall environment of the store inviting?	No	10	0
a. If the store was not inviting, please state why. The store had shipping boxes piled high in several areas of the store. The shipment had just come in, so that is just business. It was piled neatly! Everything else was neat and clean except for a cigarette butt on the window sill by the front door.
6. Did the associate thank you for shopping in the store and/or invite you back?	Yes	15	15
7. Was the store well stocked/filled in?	Yes	15	15
8. Was your shopping experience pleasant?	Yes	10	10
9. Would you shop at this store again?	Yes	10	10
Overall comments on your customer service received today Rene, the associate thought that my high arch foot was not a good fit for the Vans shoes. He suggested that I try another brand of shoes, although he did say that Vans made an excellent shoe.
Customer Service Score	90%	100	90

Salesmanship	Answer	Points	Score
Overall comments on salesmanship He did check the shoes on my feet, had me try on both shoes, and had me walk around the store. He was knowledgeable of the stock and what would fit me needs as I explained them to him.
Salesmanship Score		0	0

Overall Impression	Answer	Points	Score
Total Score	90%	100	90
Overall comments on your shopping experience The shopping experience was different. I do not usually have to push the associate to let me try on the shoe; however, he really wanted to make sure that I was happy with the shoes and that I return to the store again.