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How does a CXG Evaluation work?

What should I expect during a CXG store evaluation?

Step in as a regular customer and enjoy a natural shopping flow. Move around the store casually and wait to be approached. If no one assists you after a few minutes, politely ask for help.
 
  • Follow the Advisor’s Lead: Let the Client Advisor guide the interaction. Share the product category from your scenario, but allow them to explore your needs, preferences, and motivations. Answer their questions openly and naturally.
  • Stay Curious and Engaged: Listen attentively, keep the conversation relaxed, and note how their questions and tone make you feel. Don’t rush—let the experience unfold.
  • Interact With the Products: Touch or try the items you’re shown. If the Advisor suggests additional pieces from other categories, accept them. Avoid requesting extra items yourself.
  • Observe and Remember: Pay attention to what is said about the products or the brand. Note which details stood out and whether the storytelling felt relevant or engaging.
  • If No Purchase Is Required: If your scenario does not involve buying, wait until the Client Advisor attempts to close the sale. Only then politely decline the purchase—and be ready with a simple, realistic reason.
  • If a Purchase Is Required: Follow your scenario exactly. However, please remember: returning the item is strictly prohibited, as this could reveal your identity as an Evaluator.