Phone Experience Mystery Shopper Checklist

Use this Phone Experience mystery shopper template to assess the quality of inbound and outbound sales calls for health clubs and similar service businesses. Evaluate the introduction, use of the customer's name, needs and goals discovery across past, present, and future, and whether the salesperson links goals to an appropriate product or program. Review the invite and appointment setting process, urgency creation, confirmation of contact details and location, and questions about guests. Score soft skills including personability, enthusiasm, patience, passion, confidence, and sense of humor, as well as conversation pace, volume, tone, and clarity. Capture notes, best aspects, and areas for improvement to coach teams and lift conversion.