Mystery Shopping Success Secrets - Lesson 5

How can you become a successful mystery shopper? Find out in this article, and the free secret shopper course available at http://www.IdeaLady.com/

Welcome to Part 5 of ‘Mystery Shopping Success Secrets.’
Yesterday, you learned how you can get more mystery shopping
assignments. Today, we’re going to cover some tips to make doing
your mystery shops easier, and help you do a great job.

Cathy Stucker
http://www.MysteryShoppersManual.com/

Success Secret #5
Insider Tips for Doing Your Shops

Most mystery shops require you to make a lot of observations
and remember or record several pieces of information. And, you
have to do this without making it obvious that you are doing a
mystery shop. (That’s the ‘mystery’ part!) Mystery shopping
gets easier with practice. Here are some tips to help you do a
great job on your next shop, even if it’s your first.

Make sure you are thoroughly prepared before going to the
location. Be certain to do the shop during the time frame
required. If the shop is to be done between the 1st and the
10th of the month, do it then. If it is supposed to be done
during certain hours of the day (e.g., dinner, between 5:30
and 7:30 p.m.) be sure to go at that time. And make sure you
go to the right location. Double check the business name and
the address.

The report form and instructions tell you what to look for when
doing the shop. You may be told to go to a certain department
and ask questions about the merchandise, or check items to see
if they are in stock.

Each of the questions on the report form is there because the
client needs to know about that aspect of his business. Make
sure you get the information to answer each question accurately
and completely. But don’t stop there. If you notice something
that isn’t asked about on the form, whether it’s good or bad,
make a note of it. Remember to keep all comments objective.
This is not about your personal taste and opinions.

One of the myths about mystery shopping is that the shopper
is looking for what is wrong. Some think that if they haven’t
found a lot of “bad stuff” they haven’t done their jobs as
mystery shoppers. In fact, your job is to give an objective
picture of your experience at the business.

If the experience was great, that’s good news. Most of the
questions you are asked in your report call for objective
answers. You are not writing a review, you are describing
what happened--so tell it like it is, with the good, the bad,
and the ugly!

When You Arrive
The shop begins before you’ve gotten out of your car. The
report may include questions about the condition of the parking
lot and building exterior, for example. If you can’t be
observed by employees, you may note the answers on your form
before you get out of the car.

It’s also a good idea to make a quick review of the form just
before you go in. Read the items you highlighted to remind
yourself what information you need to get. Check to see that
you have your tip sheet tucked away in your pocket or purse.
Make sure your watch is ready to time anything you need to time,
and make a note of what time you are entering the business.

Getting Names
Most shops require that you get the names of the employees you
observed. That can be easy if they are wearing name tags. Of
course, you should be subtle about reading name tags. Don’t
stare or make a big deal about it.

When you can’t get a name, be sure to get a good description.
Some reports will ask for description even if you have the name.
Gender, race, height, weight, hair color and style, and
characteristics such as glasses or a beard can all be used to
identify someone. Don’t describe them using unflattering or
insensitive descriptions, such as fat, foreign, etc.

Taking Notes or Using a Recorder
As you can tell, there is a lot to include in your reports.
You probably won’t be able to recall it all without making
some notes as you do the shop (especially when you are new at
this). Be discreet about making notes while you are doing the
shop. Employees know that mystery shoppers are used, and if
they know they are being shopped you won’t get an accurate picture.

You will almost always have to check the rest room. That is a
good place to make notes about what you have observed to that
point, and review your tip sheet to remind yourself what else
you need to do. When doing a retail shop, you may be able to
carry a shopping list and make notes there.

Sometimes you will be asked to record the shop. This is
especially true when you are having a long conversation with an
employee (e.g., an apartment rental agent, banker, etc.). You
may also choose to discreetly use a recorder during other shops.

During a shop, you might be able to use the pay phone or your
mobile phone to call your home answering machine and leave a
message with names or other observations you need to have for
your report. Of course, you should only do this if you are
certain you won’t be overheard by employees.

Remember That You Are a ‘Mystery’ Shopper
When you are doing a shop, you must not let anyone know that
you are a mystery shopper. The whole idea is that you want to
see how the typical customer is treated. If they know you are
a mystery shopper, you will not have a typical experience.

Don’t tell anyone who works for the store that you are mystery
shopping, and don’t talk about mystery shopping with any
companions you have. If you have children with you, don’t tell
them you are doing a mystery shop if they are likely to share
this information with anyone who happens to be around.

Don’t carry your report form with you. Some companies will
provide a tip sheet which you can fold up and carry to remind
you of what you need to do on the shop. Be discreet when you
take any notes. Many times, you can carry a shopping list and
make your notes there.

You may feel very conspicuous, especially the first few times
you go mystery shopping. It may seem to you that you have a
large neon sign on your forehead, flashing MYSTERY SHOPPER.
In fact, as long as you are discreet and professional, no one
will know that you are a mystery shopper.

You’ll get lots more tips to make mystery shopping easier in
‘The Mystery Shopper’s Manual.’ This is the only book for mystery
shoppers endorsed by the Mystery Shopping Providers Association.
For information or to order, go to
http://IdeaLady.com/article/msm

Tomorrow’s Secret:
Writing Great Reports

Mystery Shopping Success Secrets
A free ecourse from Cathy Stucker
Author of “The Mystery Shopper’s Manual”
Copyright Cathy Stucker


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