Client specific review for mystery shopping at assigned airport locations.

1. Airport Project Review
CSE, Inc.
NOTE: Versions of PowerPoint & PowerPoint Viewer work differently but, in all cases you
must select:
– Slide Show
– View
– From the Beginning
The presentation will show full screen, the slides will progress automatically & you will hear
the recording. If you need assistance, please contact us.

2. Airport Project Review
Project Coordinators:
• Roberta Bell
• Susan Deerwester
• Jerry Hyman
• Julie Posner

3. Getting Started
• Review email, guidelines &
other info
• Confirm dates/shift & view forms
• Check those virtual “sticky
notes”!
• Provide your name exactly as it
is on your current, valid ID

4. Your Shop Log
1. Confirm
3. Review 5. Review
each
shop date shop fee
location
4. Review 6. Review
2. Download
submit date (the reimbursement
guidelines for
day your reports are allotment for
each location due) each location

5. Your Shop Log
9. Click on yellow sticky notes
for locations. They include
details about location
specifics & hours of operation.
10. General location
7. Review 8. Review information can be
shop day start time found in the
location name

6. Performing Your Shops
• Call your Coordinator upon arrival
• Wear comfortable shoes &
appropriate attire. You’re our
representative!
• Look like a traveler
• Shop all locations before leaving
the secure area
• Spend an adequate amount of time
at each location

7. It’s All in the Details…
• Be discrete
• Submit on time
• Upload receipts
• Parking/toll/public
transportation receipts on
ONE form only

8. Evaluation Specifics
• Open ended?
– No “yes or no”
– No repeats
• Ask an airport related question
• Evaluations used as coaching
tools & to identify customer
service related behaviors

9. More Information
• What is an identifying
question?
• What is a clarifying
question?
• Did the Associate connect
with you?
• Memorable experiences

10. Reporting Your Experience
• All reports are due in 48 hours
• Comment on EACH question
• Include lots of detail
• Comment on service related behaviors
• Write in chronological order (the order in which
things happened)

11. Reporting Your Experience
• Report greeting & parting remarks as quotes
• Mention every Associate with whom you interact
• Failure to follow guidelines can result in your shop
being excluded & no payment for you
• Match quotes in text boxes exactly with quotes in
the narrative
• Each narrative should be UNIQUE or it will be
RETURNED for rewriting

12. Reimbursements
Reimbursements are actual cost up to the maximum:
• Bar & Restaurant: up to $15
• Food & Grab and Go: up to $7
• Newsstand: up to $5
• Shoe Shine: up to $6
• Specialty Store & Special Services (except for shoe
shines): DO NOT require a purchase & no
reimbursements will be made

13. Parking/Tolls/Public
Transportation
• Keep all receipts
• Upload parking receipts to only ONE form
• It is YOUR responsibility to email your
Coordinator and tell them which form the receipts
are attached to

14. THANK YOU!
SHOPQUIZ:
http://www.eviewcse.com/ShopperQuiz.php?S=2768