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Things a Secret Shopper Can Be Asked to Take Note of During a Mystery Shop

Feb 26

Written by:
2/26/2013 9:44 AM  RssIcon

Let’s have a look at a few things a secret shopper can be asked to take note of.

Take note of the number of staff members present at the time of the mystery shop. . .

A secret shopper can be required to check and take note of the number of employees that were present at the time of the mystery shop. This gives the management an idea of the number of staff members that are present in the business establishment at any given time. 

Take note of the time staff members take in greeting customers that walk in. . .

Another very important thing a secret shopper can be asked to take note of is the amount of time taken by the staff at the business establishment in greeting customers as they walk in.


Take note of the names of staff members. . .

Secret shoppers can be asked to take note of the names of the staff members they come into contact with during the mystery shop.


Take note of the questions that were asked by the staff before being able to assist the secret shopper. . .

Secret shoppers can be required to take note of the number of questions the staff at the business establishment asked before they were able to assist them.


Take note of the friendliness of the staff members. . .

A secret shopper can be asked to take note of how friendly the staff at the business establishment was. He or she can be asked to rate the friendliness or lack thereof in an objective manner based on metric scales provided by the management of the business hiring the services of the secret shopper.


Take note of the number of products shown. . .

If the business establishment hiring the services of the secret shoppers is a retail store, the secret shoppers can be required to take note of and later indicate in their report the number of products the staff at the business establishment showed them.


Take note of the sales approach employed by the staff. . .

Secret shoppers can be asked to take note of and indicate the sales approach used by the staff at the business establishment.


Take note of any upselling attempts by a staff member. . .

Secret shoppers can also be asked to take note of and later indicate in their report if any upselling was attempted and done by any staff member.

 

Take note of the overall cleanliness of the staff and the business establishment. . .

Secret shoppers can be required to take note of and indicate in their report the overall cleanliness of the staff members as well as the business establishment in accordance with the standards set forth by the management.


Take note of the speed with which the staff provided service. . .

One of the most important things a secret shopper can be required to take note of and indicate in the report is the speed of the service of the staff at the business establishment.


Take note of any invitation to come back to the business establishment again by a staff member. . .

A secret shopper can be asked to take note and indicate if any staff member invited him or her to visit the business establishment again.


Non-typical transactions. . .

Businesses can also make an arrangement with their mystery shopping company to have secret shoppers act and transact in a manner that is not typical of a normal shopper and then take note of and later indicate in their report the procedures adopted by the staff member(s) who assisted them during their mystery shops. Secret shoppers can also be asked to rate the knowledge and skill of such staff members in handling the situation. There are numerous non-typical ways in which secret shoppers can be asked to act and transact depending on the nature and individual requirements of the business hiring their services. For instance, a secret shopper visiting a retail store may be asked to play the part of a “difficult customer with a bad temper” in order to gauge the skill of the staff in handling such customers. 

That’s all for this blog post. Please share your thoughts with us by leaving a comment.

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