How to Evaluate a Store as a Mystery Shopper
Retailers engage the services of mystery shoppers to measure customer service and employee knowledge. Mystery shoppers pose as regular customers but proceed according the guidelines of the assignment to gather specific information, often within the framework of a detailed scenario.
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Instructions
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1
Review the survey model and carefully consider all the shopping points to be covered. Arrange to visit the store during the specified hours on the day requested by the client.
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2
Complete the client form with the location of the store, the store number and the date and time of the visit. Wear a watch in order to accurately record wait or response time. Make notes on a small card to ensure thoroughness of all the areas to be reviewed during the shop.
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3
Evaluate the cleanliness, organization and overall feel of the store upon entering. Make mental notes about first impressions. Note what products were noticed first. Observe the length of time until a salesperson approaches and offers assistance.
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4
Ask for the target product or engage the salesperson in a conversation to solicit ideas for a potential purchase, such as a gift idea. Listen closely to the salesperson's questions, delivery and tone. Make mental notes as to how the store's criteria for customer greeting and assistance are met.
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Cover all the inquiries requested by the client. Ask about the return policy, gift-wrapping services and special orders as requested. Finalize the purchase per the instructions of the client. Maintain receipts and all paperwork regarding the purchase.
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Jot down as much as possible about the mystery shopper experience immediately upon exiting the store. Complete the paperwork or online form with all the information requested, including name of the salesperson. Add other important details of the shopping experience that the client may appreciate.
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