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Marked down on a shop because the employee did not speak with enthusiasm

June 23, 2022 03:34PM
I did a recorded shop and was marked down because the employee did not greet me with enthusiasm. Have you had this happen to you?
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June 23, 2022 04:01PM
I've found there are two camps on this forum when it comes to the grading of shops.

1. Those that don't really care as long as they get paid.

2. Those that get very upset if they don't get a perfect grade.

Each has their own reasoning for what they believe.
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June 23, 2022 04:06PM
I really don't care as long as I get paid, but now I have to grade the employee enthusiasm?
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June 23, 2022 04:10PM
If the shop says you have to evaluate their enthusiasm, then you have to evaluate their enthusiasm. I am sure that perceptions of enthusiasm are subjective in nature, but I have definitely encountered employees with lots of enthusiasm and employees with no enthusiasm at all. If the call is recorded, and the employee is not proactive, speaks in a monotone, does not ask you any required questions, etc., and you gave them the highest possible grade for enthusiasm, then I can understand why your grading was questioned. BTW, this is not an unusual question, and I often have to "grade" enthusiasm as well as other very subjective items.
@johnb974 wrote:

I really don't care as long as I get paid, but now I have to grade the employee enthusiasm?

Shopping Southeast Pennsylvania, Delaware above the canal, and South Jersey since 2008
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June 23, 2022 04:25PM
I have done a few "recorded" shops. I never understood why I have to answer any questions. They have the freaking recording. Are they NOT going to listen to it? For a recorded shop, maybe you should only have to report when you arrived, how long it took to be helped/length of wait, and how many people were ahead of you. Other than that, I think they have everything they need in the recording.
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June 23, 2022 04:31PM
@hbbigdaddy wrote:

I have done a few "recorded" shops. I never understood why I have to answer any questions. They have the freaking recording. Are they NOT going to listen to it? For a recorded shop, maybe you should only have to report when you arrived, how long it took to be helped/length of wait, and how many people were ahead of you. Other than that, I think they have everything they need in the recording.

Even worst is when they want a transcript of the recording. I find this happens on many recorded phone call shops.
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June 23, 2022 04:37PM
Questions about enthusiasm are pretty standard when evaluating various sales representatives, on phone and in person both.

How many legs does a dog have if you call the tail a leg?
"Four. Calling a tail a leg doesn't make it a leg."
-- Abraham Lincoln
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June 23, 2022 04:47PM
On the recorded shops I write as little as possible.
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June 23, 2022 05:01PM
It makes me want to do a recoded shop and write, "listen to the recording" for each answer :-P

It's like in school with an open book test. If you can't get it right with an open book test, maybe you need another line of work.
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June 23, 2022 11:28PM
Speaking of open book tests, so many of the quizzes we must pass are "open book" -- i.e., we can print out the guidelines and have the answers in front of us.

Drives me up a wall when I have the guidelines right here, answer the questions straight from the written directions, and still can't pass the dang quiz.

Guidelines were changed, but the questions on the quiz weren't changed....guidelines changed, but ANSWERS on the quiz weren't changed....guidelines so poorly written you can't figure out the answer....or, conversely, the quiz so poorly written you can't even figure out what the question is asking.

smiling smiley
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June 27, 2022 12:42AM
@hbbigdaddy wrote:

I have done a few "recorded" shops. I never understood why I have to answer any questions. They have the freaking recording. Are they NOT going to listen to it? For a recorded shop, maybe you should only have to report when you arrived, how long it took to be helped/length of wait, and how many people were ahead of you. Other than that, I think they have everything they need in the recording.

Because a pile of audio-recordings cannot be quantified. They need to be coded. Either the shopper codes them or a professional coding company needs to be engaged by the MSC/Client.
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