Lesson 5 SBS214

Apply Your Knowledge Assessment – Customer Service Evaluation

As you discovered in this lesson, interacting and communicating well with your customers is one of the most important things you can do.

Instructions: This assignment has three parts. You should respond to each section independently. Your response should completely address all parts of the question. Make sure to cite any references within each section in APA style.

Select a small business where you will shop and then complete a customer service evaluation. As you are shopping, you will not disclose the purpose of your visit. Select a minimum of five sample question topics from the list on pages 87-88 in your book, and conduct your secret shop. Write a one-page essay on your findings.

1. Identify a type of business to evaluate your mystery shopping activity. (5 points)
2. Select five sample question topics from pages 87-88 in your textbook and describe how well the business you selected for your mystery shopping experience performed in each of these five areas. (5 points)
3. Briefly summarize your mystery shopping experience. Did the customer service you received meet your expectations or fail to meet them? Explain. (20 points)