Mystery Shop Coaching Action Plan Form

Per-advisor mystery shop debrief form to document score, behavior-level feedback, agreed coaching actions, and a follow-up date.

Session Overview

• Mystery shop date
  Date the mystery shop occurred.
• Advisor name
  Name of the advisor being coached.
• Location / store
  Store, salon, or service location where the interaction occurred.
• Mystery shop type
  Select the interaction channel evaluated.
• Overall score
  Enter the overall mystery shop score as a numeric value.
• Brief summary of the visit
  Short summary of what happened during the interaction. Avoid unnecessary PII.

Behavior-Level Feedback

• Greeting and welcome
• Product knowledge and recommendations
• Needs discovery and questioning
• Service closing and next steps
• Strengths observed
  Describe specific behaviors that were effective and should be repeated.
• Improvement opportunities
  Describe specific behaviors that need coaching. Focus on observable actions, not personality.

Coaching Actions

• Is coaching required?
  Select yes if any behavior requires follow-up coaching.
• Primary focus area
  Choose the main behavior to address first.
• Agreed coaching actions
  List the specific actions the advisor will take before the follow-up date.
• Support needed from manager
  Select any support that will help the advisor improve.
• Advisor acknowledgment
  Confirm the advisor reviewed the feedback and agreed to the action plan.

Follow-Up

• Follow-up date
  Date to review progress on the coaching actions.
• Success criteria for follow-up
  Describe what improved performance should look like at the follow-up.
• Manager notes
  Optional notes for the coaching record.