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1 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 types of comments need to be emailed to your 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 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.

2 Failure to ask for help may result in 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 kartsRides / 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 Service: If the shop requires a food purchase, you mustpurchase a main dish and NOT just a side, appetizer or not just purchase fries! The item must be prepared in somemanner and NOT pre-packaged, unless only packaged are : Be sure to evaluate the website of the location you arevisiting and not our website.

3 You must browse through the entire siteand click on each menu option and visit each 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 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 sometimes have to force an interaction.

4 Be sure to explainwhat you ask each employee and how they respond in thereport. Do not just state the employee said hi or seemed 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 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 Where to find restrooms, ATM, Birthday / corporate parties, hiring, Remain a Mystery: Never tell an employee or otherguest you are a shopper or let them see you reviewing or takingnotes.

5 Do not take a clipboard, notebook or laptop into the 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 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.

6 Instead explain your reactions to these looking for specific details as to the quality of your experience andthe level of service you Gender, approximate age (years), height and build- Ethnicity / skin color and hair color and length/style- Glasses braces / facial hair / tattoos / piercingManagers / 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 askthem 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.

7 Do NOT provide general opinions orcomments about prices or value except for entertainment : 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 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 Email your scheduler or issues (including cancellations or reschedules) you must CALL 800-362-9946 (9am-12am ET 7 days a week).

8 Reporting Instructions and TipsThis document will help you complete the onlineevaluationform. Be sure to read all ofitand print it for reference if to read all the instructions on the online evaluation formboth at the top of each page andnext to or below eachquestion you are answering. You cannot properly complete the reportwithout reportmayincludeany/all ofthe following types of questions:Yes/No:Explain ALL No answers inthe appropriate :Ifyou renot certain ofthename,providedetailed description includingALLthe following:gender, race, age(years), height, hair color & style/length,build& distinguishing features orclothing for all employees. Evenif you hear their name or see it on the receipt adetaileddescription :Listthe exact specifictimeyou evaluated that area or employee.

9 It is best to take notes on this while at the not try to :Listthespecificname of theindividualareaor locationat the facility. Use landmarks or descriptions if not list :May include1-3, 0-4, 1-5, 1-10 or other 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 :Typically each section will include TWO narrative boxes. Please only providetheappropriatecommentsin each specific first box (shown above in gray) is to explain all NO or provide specific factual observations to explain thisanswer. Do not discuss other observations or details relating to other questions second box (show above in white) is to provide a detailed summary ofall otherobservations for that entire section.

10 Tell the storyof yourobservation, participation, transaction and interaction in this areaor with this employee (include question asked and their response at all times).Sample Narratives:Manygroups of questionson each reportincludetwodifferent :These sectionsask questions about observations such as cleanliness,ease of finding, safety, selection, etc. Focus on conditions and reactions versusstating what is available or client knows what they have and The bathrooms were easy to locate since theywere were clean with adequate soap andFor example:toilet paper. Themirrors were smudge free and the counters were dry, clean and in good condition. o Theridewaseasy to locatedue to the large was no line and the area was clean and organized. ItFor example:was visually appealingdue to the bright colorsand appeared to be well maintained.