https://ace.shopmetrics.com/getattachment.asp?ID=108237&Password=4074F9FB739043D29619D9C58DAE501CF1F6EA4F78BB4B87BF7D996131D68A65

Deposit Services Department Phone call Guidelines

Your Landing Page

Last Updated: July 17, 2026

👉 IMPORTANT For this location, you will be shopping the DEPOSIT SERVICES Department. You MUST ask for Deposit Services, or pick the prompts on the phone menu for Deposit Services when making the call.

How to Shop

HOW TO SHOP

⛔IMPORTANT: This is a recorded phone shop to inquire about accounts using the scenario below.

Use the scenario for the assigned month as a guide. You don't need to share all details unless asked. Inquire about opening accounts and let them ask qualifying questions to guide you to the best options.

Allow them to lead the conversation and provide information about accounts. Let them talk and try to sell it to you.

At the end, you can mention that you'll consider bringing your spouse if you decide to open an account.

Video Tutorial of Using Click to Call System

Quarter 3: July - September Scenario

Use these talking points during customer mystery shops. Reveal details only when asked.

This scenario is for Quarter 3 (July - September) shops.

Marital Status

✓ Married

Children

✓ 2 Children

Reason for Shopping

✓ Relocating to the area & looking for a local bank

Accounts at current bank

Checking

✓ Typical balance: $1,000

Savings

✓ $25,000 (rainy day fund)

401(k)

✓ Through employer — $45,000

Miscellaneous

Open to starting savings for kid's education.
Renting initially, but open to a mortgage conversation when interest rates drop.

Tip: Share specifics only when asked (e.g., savings goals, timeline for mortgage).

Survey Instructions

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.

RO Tip

PRO TIP!

Audio recording your in-person bank shops discreetly is recommended for remembering crucial details, especially due to numerous account names. You can do this by discreetly using your phone or a smartwatch. It makes inputting your survey a breeze!

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.

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