How to Recognize a Secret Shopper in Your Store
A secret shopper is usually employed by a mystery shopper company. A business owner pays the company for the service of the mystery shopper, whose job is to evaluate the way the business is run, from the performance of the employees and managers to the overall organization of the business and cleanliness of the building. One of the secret shopper's main objectives is to remain incognito, and make it appear that he is an everyday shopper interested in buying something. There are a few key signs that you're dealing with a mystery shopper, although they're sometimes difficult to spot.
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Instructions
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Look for someone who is jotting down notes, speaking into a voice recorder or paying special attention to the details of your business. For example, if you are the manager of a pizza shop, look for customers who pay extra attention to your line of food, menu, signs and any other details that can make your business either extraordinary or inferior.
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Listen for anyone who asks your name. Mystery shoppers need to write down who they dealt with in the store, so the shopper will often ask for your name and position. A secret shopper often asks for your name at the very end of the conversation, so the shopper won't forget.
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Look for any customers who take pictures. Secret shoppers use cameras to help them remember the areas of your operation or the items in your store that they find to be either outstanding or sloppy.
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Pay attention to a customer that asks several questions about a particular item. Many customers ask questions about potential purchases, but mystery shoppers tend to focus on one item in particular and then test your knowledge about that item. For example, if you work in an electronics store, the secret shopper may ask you three to five questions about a printer, and then go to another electronics store and ask the same questions. The mystery shopper will then compare your knowledge of the product with the know-how of the employee from the competing store and send in a report.
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Tips & Warnings
Secret shoppers are more difficult to identify in the food business. Instead of asking questions, the shopper will often wait for you to ask if he wants a side with his meal or if he prefers a combo meal. Failure to ask on your part, can result in a negative report of your performance.
References
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Comments
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imsc
Dec 23, 2010
(continued) We are not to ever refer to any other shopping experience, even at the same store, that may have occurred in the past. You need to remember, shoppers are paid a small fee to go and ask those questions. Why would a shopper volunteer his/her time and do the shop twice (once at the store shopped, and once at the competitor's)? It is amazing how much energy people are willing to spend to spot the shopper, when doing your job right all the time would take half of that energy... The bottom line is simple: do you job, and you'll get a good report, with all the perks that may come with the recognition of a job well done. -
imsc
Dec 23, 2010
(continued) We are not to ever refer to any other shopping experience, even at the same store, that may have occurred in the past. You need to remember, shoppers are paid a small fee to go and ask those questions. Why would a shopper volunteer his/her time and do the shop twice (once at the store shopped, and once at the competitor's)? It is amazing how much energy people are willing to spend to spot the shopper, when doing your job right all the time would take half of that energy... The bottom line is simple: do you job, and you'll get a good report, with all the perks that may come with the recognition of a job well done.
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imsc
Dec 23, 2010
I am not sure where to begin... There are so many things that are inaccurate about this article. First, a shopper will never take notes in plain view, or speak in a DVR. That would compromise their anonymity, which is the #1 tool a shopper has. Why exactly would a mystery shopper choose to jeopardize a report by being so obvious as to be spotted. Being spotted means the shopper does not get paid. Taking pictures, unless directed to do so by the company, is not OK. As shoppers, we are not allowed to take pictures inside a business without their express consent. I have never known a mystery shopper to take pictures to remember areas of concern. Lastly, shoppers do not go from store to store to compare the employees' knowledge. We are instructed to base our evaluations on the interaction taking place at the moment. We are not to ever refer to nay other shopping experience,...
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imsc
Dec 23, 2010
I am not sure where to begin... There are so many things that are inaccurate about this article. First, a shopper will never take notes in plain view, or speak in a DVR. That would compromise their anonymity, which is the #1 tool a shopper has. Why exactly would a mystery shopper choose to jeopardize a report by being so obvious as to be spotted. Being spotted means the shopper does not get paid. Taking pictures, unless directed to do so by the company, is not OK. As shoppers, we are not allowed to take pictures inside a business without their express consent. I have never known a mystery shopper to take pictures to remember areas of concern. Lastly, shoppers do not go from store to store to compare the employees' knowledge. We are instructed to base our evaluations on the interaction taking place at the moment. We are not to ever refer to nay other shopping experience,...
