Dillabaughs_2025 - Customer Perception Insights

Please fill in the evaluation form for your Dillabaugh’s Shop and if you have any questions please let us know.

Thanks

Lorraine & Richard

Email: [email protected]
Tel: (208) 559-1550

Step 1 of 6

16%

Professional Shopper Report Number:(Required)

Your Name :(Required)

Location(Required)

Shop Date:(Required)

MM slash DD slash YYYY

Time of Arrival(Required)

Hours

Minutes

AM/PM

Time of Departure(Required)

Hours

Minutes

AM/PM

Did you see or hear ANY material advertizing Dillabaugh's?(Required)

Yes

If so, where?

Shopper Gender(Required)

Female

Male

Shopper Age(Required)

< 30

30 – 50

> 50

What room are you planning to upgrade ?

What type of flooring were you interested in ?(Required)

Carpet

Tile

LVT

LVP

Other

1. Greeting the Customer

Q1: How Long did it take a Sales Professional to greet you ?(Required)

Time in Minutes

Q1i: If you were not greeted within 3minutes of entering the location please advise why this could not happen.

Helpful information would be were there employees available or were employees assisting other customers

Q1A: Name or description of employee(Required)

Description should enable Dillabaugh’s to identify specific employee. Please highlight: Gender, Height, Approximate age, Hair Color, Hair length/style, Glasses etc..

Q2: Did the associate get up and come around the desk to greet you ?(Required)

Yes

Q3: Was the Sales Professional well groomed? (shoes polished/wearing business attire)(Required)

Yes

Q3A: What issues did you have with the Sales Professional Attire?

Q4: Did the Sales Professional intiate Contact ?(Required)

Yes

Q4A : If so, was the greeting warm and welcoming ?(Required)

Yes

Q5: What did they first say to you ?(Required)

Q6: What was your response ?(Required)

Q7: Did the associate introduce themselves ?(Required)

Yes

Q8: Did the associate ask for your name ?(Required)

Yes

Q8A: What were your first impressions of the Sales Professional ?

Example: body language; were you put at ease by their persona; did they listen? etc.

Qualifying the Customer

Q9: Did the associate ask if you had been to the store before ?(Required)

Yes

Q10: Did the associate ask how you heard about the store ?(Required)

Yes

Q11: Were you invited to sit down ?(Required)

Yes

Q11A: If so, where ?(Required)

Q12: Did the associate make you feel comfortable ?(Required)

Yes

Presenting the Dillabaugh's Flooring Company and Personal Story

Q13: Did the associate explain the Dillabaugh's Flooring Company (DFC) story, including its history ?(Required)

Yes

Q14: Did the associate explain the Dillabaugh's Restores ?(Required)

Yes

Q15: Did the associate explain the following Dillabaugh's CCA perks(Required)

Synchrony Financing ?

Lifetime Warranty on Installation ?

Adore Your Floor Guarantee/Beautiful Guarantee ?

Select all that apply

Q16: Did the associate share their personal story (how they got there and why they are there)?(Required)

Yes

Product Selection:

Q17: Did the associate use the PXP (Retail 2.0 Digital experience/screen) ?(Required)

Yes

Q18: Did the associate present different quality options (best, better, good) ?(Required)

Yes

Q18A: If so, which brands ?(Required)

Q19: Did the associate properly inform you of the features and benefits of the products ?(Required)

Yes

Q19A: If so, what were they ?(Required)

Q20: Did this suggested product meet your needs and wants ?(Required)

Yes

Q20i: If 'Yes', in your opinion why would the suggested product meet your requirements ?(Required)

Q20ii: If 'No', in your opinion why would the suggested product not meet your requirements ?(Required)

Q20A: Please provide general comments over the product presentation ?(Required)

Closing the Sale:

Q21: What was the response to the Sales Professional's reaction when you declined to go ahead with the sale at this time ?(Required)

Please provide comments on the Sales Professionals response to you declining the sale

Q22: Did the associate present the Proven Process handout for you to take and introduce the Restores wall ?(Required)

Yes

Q23: Did the associate attempt to schedule an in-home consultation ?(Required)

Yes

Q24: Did the associate confirm samples for the in-home consultation ?(Required)

Yes

Q25: Did you receive a thank-you text after leaving the showroom ?(Required)

Yes

Q25A: Please provide comments on the how the Sales Professional closed the sale(Required)

Overall Impression

Q26A: Product Selection ?(Required)

Poor

Average

Excellent

Q26B: Quality of Products offered ?(Required)

Poor

Average

Excellent

Q26C: Hours of Operation ?(Required)

Poor

Average

Excellent

Q26D: Level of Service ?(Required)

Poor

Average

Excellent

Q27: Do you feel that you will get value for money at Dillabaugh's ?(Required)

Yes

Q28: Would you consider to buy from this store ?(Required)

Yes

Q29: Would you refer this store to family/friend/co-worker ?(Required)

Yes

Q29A: Give one reason for your answer(Required)

Competition

Q30: Have you shopped in any Flooring America competitors in the past 12months ?(Required)

Yes

Q30A: If so who, when and where did you purchase ?

Q31: If you did purchase at the competition, what was the MAIN reason for the purchase ?(Required)

General Comments

Q32: How did you feel in general about your experience within the store ?(Required)

Q33: Any suggested improvements:(Required)

Q34: Overall, how would you rate this experience ?(Required)

Poor

Fair

Good

Excellent

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