Professionalism: Please be as professional as possible at alltimes while at the location and when typing up your report. Do notuse slang or sarcasim and avoid assumptions. Also do not includecomments about the mystery shopping form or process in the report.These types of comments need to be emailed to your scheduler.

Employee Names: You must provide the names of ALL employ-ees you speak to or observe who are wearing a nametag. However,Never ask an employee their name unless specifically told to do so inyour Assignment Instructions or at the end of a phone call.

Employee Descriptions: If an employee isn’t wearing a nametagor you absolutely cannot read it you must provide an extremelydetailed physical description including ALL the following:

Required Areas: If you cannot find a required area or you thinkan area is closed you must ask an employee where to find it or if it isopen. Failure to ask for help may result in non-payment.

Location Names: Be as specific as possible. Do not list thefacility name. You can find the name on signs, maps or receipts. Ifno name is available give a complete description. Examples:

- Bob’s Burger Stand or Pizza stand near go karts

Rides / Attractions: In most cases we expect the shopper toactually participate in rides/attractions. If you are uncomfortabletaking part or riding an attraction, then a friend or family membermust participate. You still must ask the employee questions.

Food Service: If the shop requires a food purchase, you mustpurchase a main dish and NOT just a side, appetizer or dessert.Do not just purchase fries! The item must be prepared in somemanner and NOT pre-packaged, unless only packaged are available.

Website: Be sure to evaluate the website of the location you arevisiting and not our website. You must browse through the entire siteand click on each menu option and visit each page.

Phone Call: Do not make the call more than 2 days before theshop. Be sure to plan out questions in advance. Listen to all menuoptions before speaking with someone. If you don’t reach someonetry again in a few hours. You must try at least 2 times for 3 days(including the day of the shop) to reach someone. List all the daysand times in report. If they don’t give their name or you can’tunderstand it, you must ask for it at the end of the call.

Evaluating Employees: You must have an actual conversationAND ask 1-2 questions for ALL employees you are required toevaluate. Do NOT just observe them! We suggest taking anotheradult and have one person focus on speaking to the employee andmaintaining eye contact while the other person reads the nametag.You sometimes have to force an interaction. Be sure to explainwhat you ask each employee and how they respond in thereport. Do not just state the employee said hi or seemed friendly.

Employee Knowledge: You must ask specific questions tosolicit a demonstration of knowledge. Some examples are: Whatare the toppings? What time does the facility close? How long is theride? Where are the restrooms? Do NOT just wait for employee todemonstrate their knowledge. Be careful not to ask too manyquestions and give away your identity, but don’t ask just simple Yes/No questions either. Plan out questions in advance to be prepared.

Customer Service: Pay close attention to each employee’scommunications skills. Watch for body language, eye contact, asmile and focusing on you and not being rushed or distracted. Keepin mind that employees need to think of safety first and may not beable to give full eye contact when operating a ride or attraction.

- Where to find restrooms, ATM, etc.- Birthday / corporate parties, hiring, etc.

Always Remain a Mystery: Never tell an employee or otherguest you are a shopper or let them see you reviewing or takingnotes. Do not take a clipboard, notebook or laptop into the facility.You do need to take notes, but we suggest using a smart phone tosend texts or leave messages or a digital voice recorder. Do not doanything at any point that will give away your identity. If you areidentified as a shopper the shop is invalid and there is no payment.

General Shopper Guidelines

Revised 3/8/16

You must also review and follow the“Assignment Instructions” document.

Any discrepancy is overridden by them.

Purpose: The purpose of this shop is to give the management atthe attraction detailed observations and balanced objective feed-back about your experience. This includes the details of interactionswith employees and reactions to the service you received and theconditions you witnessed. Do NOT just explain what is there, where things are found or the cost. Instead explain your reactions to these things.Weare looking for specific details as to the quality of your experience andthe level of service you receive.

- Gender, approximate age (years), height and build- Ethnicity / skin color and hair color and length/style- Glasses braces / facial hair / tattoos / piercing

Managers / Supervisors: If you are required to evaluate aone look for different uniforms or dress shirts along with, radios, etc. Ifyou can’t find one by the end of the shop, ask anemployee for one. You must ask them questions a guest would ask. Examples:

Value / Price: Only compare prices of food and merchandiseitems with similar items at other similar attractions. Always list thename of the facility you are comparing to in the report. For foodcomment focus on quality. Do NOT provide general opinions orcomments about prices or value except for entertainment value.

Transactions: Be sure to watch how each employee handlestransactions very closely. Explain exactly what happens in thenarrative. Does the money leave your view? Does the employee doanything unusual, like putting the money in a pocket, etc?

Purchases / Receipts: Plan to purchase everything with a Credit/Debit card unless specified otherwise in the instructions. Unless specified in the instructions, all tickets and purchases must be made directly at the facility.Unless prohibited in the instructions you can use coupons as long as all required purchases take place at the facility. Receipts can be scanned or by digital photos but we must be able to read the date, time, facility name and purchases.

Questions? Email your scheduler or shoppersupport@amusementadvantage.com.Urgent issues (including cancellations or reschedules) you must CALL 800-362-9946 (9am-12am ET 7 days a week).

Reporting Instructions and Tips

This document will help you complete the online evaluation form. Be sure to read all of it and print it for reference if possible.

It is important to read all the instructions on the online evaluation form both at the top of each page and next to or below eachquestion you are answering. You cannot properly complete the report without following all these instructions.

The report may include any/all of the following types of questions:

Yes/No: Explain ALL No answers in the appropriate box.

Emp.Name/Description:

If you’re not certain of the name, provide detailed description including ALL the following: gender, race, age(years), height, hair color & style/length,build & distinguishing features or clothing for all employees. Even if you hear their name or see it on the receipt a detailed description is still required.

Time:List the exact specific time you evaluated that area or employee. It is best to take notes on this while at the facility. Do not try to guess.

Location:List the specific name of the individual area or location at the facility. Use landmarks or descriptions if needed. Do not list the main facility name.

ScoredQuestions:

May include 1-3, 0-4, 1-5, 1-10 or other options. Select the most appropriate response and if an explanation box appears below the question, provideSPECIFIC details that justify or explain your answer. Do NOT restate the answer, but elaborate on the facts that led you to choose this answer.

NarrativeBoxes:

Typically each section will include TWO narrative boxes. Please only provide the appropriate comments in each specific box:1. The first box (shown above in gray) is to explain all NO or negative response questions. Just provide specific factual observations to explain this

answer. Do not discuss other observations or details relating to other questions here.2. The second box (show above in white) is to provide a detailed summary of all other observations for that entire section. Tell the story of your

observation, participation, transaction and interaction in this area or with this employee (include question asked and their response at all times).

Sample Narratives:

Many groups of questions on each report include two different sections with specific questions about locations and then about employees.

Locations/Attractions: These sections ask questions about observations such as cleanliness, ease of finding, safety, selection, etc. Focus on conditions and reactions versus stating what is available or where. The client knows what they have and where.

o “The bathrooms were easy to locate since they were near the front. They were clean with adequate soap andFor example:toilet paper. The mirrors were smudge free and the counters were dry, clean and in good condition.”

o “The ride was easy to locate due to the large signs. There was no line and the area was clean and organized. ItFor example:was visually appealing due to the bright colors and appeared to be well maintained.”

Employees/Team Members/Volunteers: When reporting your evaluations of employees we ALWAYS need all the following: Specific details as to what actual question you asked them and how they responded (every single interaction).

o “I asked Bob what toppings came on the nachos and he listed them off to me.”For example: Specific details as to the employee’s greeting and closing (where applicable).

o “As we approached the counter, he smiled, made eye contact and said, ‘Hello, how may I help you?” and, “As heFor example:handed me the change, he said to have a nice day.”

Price/Value/Selection: All scoring and comments related to this in terms of food, retail and attractions must only be provided when asked forand must always be comparisons to other similar locations/attractions. DO NOT provide general comments about price, selection and value!

For help submitting call 800-362-9946 option 4 or for reschedules, cancels or urgent issues option 5 (9am-12am ET-7 days week)