Bank Inquiry Only Guidelines
Last Updated: November 18th, 2025
Key Points for the Bank Mystery Shop
Step 1: Approach the TELLER and ask about opening an account.
You don’t need to meet a personal banker unless they ask you to.
Step 2: Use the Scenario Below When Prompted
Share details from the scenario only if they ask questions; don’t feel pressured to provide personal info. The reason the client provides this scenario is to make sure they are recommending the correct accounts. It is very important you stick to the scneraio when asked questions.
Step 3: Don't Rush
Stay long enough for the teller to explain the accounts, and let them lead the conversation. Indicate you’ll think about it before deciding.
November 2025 Customer Scenario
You don't need to share all of this upfront. Allow the representative to ask you these details as needed.
Marital Status: Married.
Children: Empty-nester.
Reason for Shopping: Looking for a better ROI.
Accounts at Current Bank: Checking Account with a typically balance of $7,500.
Savings/Emergency Fund: $50,000.
401K through employer totaling $450,000.
Miscellaneous: Currently has Roadside Assistance and Phone Insurance.
Open to a mortgage conversation when the rates drop.
December 2025 Customer Scenario
You don't need to share all of this upfront. Allow the representative to ask you these details as needed.
Marital Status: Married
Children: 2 Children in home.
Reason for Shopping: Tired of fees at current bank.
Accounts at Current Bank:
Checking Account with a typical balance of $2,000.
401K through employer at roughly $200,000.
Miscellaneous:
Open to starting college savings for children.
Open to a Mortgage Refi conversation.
Please Review All Survey Questions Before Completing This Shop!
To help us enhance our client's customer experience, your detailed narrative is crucial. Here are some important guidelines to follow:
- Be Descriptive: Your narrative should tell a complete story.
- Highlight Key Observations: Include specific experiences throughout your visit.
- Avoid One-liners: Short comments do not provide enough information for meaningful improvements.
We appreciate your thoroughness in completing this survey! Your insights are invaluable in driving improvement.
🌟 PRO TIP! 🌟
🎤Capture Essential Moments! Audio recording your in-person bank shops discreetly is a clever way to remember crucial details, especially with all the different account names. To keep it discreet, simply place your phone or recording device in your pocket or purse—the audio quality will still be sufficient for your needs!
💵While it's not required, if a client disputes your shop and you provide covert audio proof, we'll offer an extra $5 as a thank-you for sending us the recording. How cool is that?
