» Skip ahead to find mystery shopping assignments<\/a>\nWhat is a mystery shopper?<\/h2>\n
Mystery shoppers, also called secret shoppers, are typically contractors who are hired to collect information about a product, service, or business. They commonly pose as a regular customer and are sent to a business location specific collect information. This could be related to a store’s product displays, their prices, or even the businesses’ employees. They are most commonly hired by market research companies and are an independent contractor.<\/p>\n
What mystery shoppers do:<\/h2>\n1. Analyze customer service<\/h3>\n
While shopping at a store, secret shoppers may be asked to strike up a conversation with a customer service representative and ask a large number of questions. These questions often have to be memorized and are part of a sort of \u201cscript\u201d. Subsequently, the shopper may then complete a detailed report that evaluates the worker\u2019s overall knowledge, helpfulness and friendliness. Typically, such reports are submitted within 48 hours of visiting an establishment, and may take a fair bit of time to complete.<\/p>\n
2. Add products to a sale<\/h3>\n
Shoppers may be tasked to indicate which associates suggested additional products before specific sales were completed, and will then create a list of the add-on items. The representatives may also explain how any auxiliary products complement the main items to improve their functionality. Essentially, the mystery shopper may be asked to show reps how to properly upsell a product or service.<\/p>\n
3. Describe product attributes<\/h3>\n
If a secret shopper is preparing to purchase an item, the undercover buyer can examine each representative’s sales pitch and create a list of features that the salesperson described. The mystery shopper may also indicate whether or not the representative offered to reduce the price.<\/p>\n
4. Handle returns<\/h3>\n
An undercover customer may attempt to obtain a refund after a set deadline has already passed. The secret shopper will analyze the associate’s response and determine whether or not the individual suggested similar products, and the undercover client may then comprehensively evaluate the representative’s explanation of the return policy.<\/p>\n
Revealing your identity<\/h2>\n
Sometimes, (but not always), the secret shopper will reveal their identity as a mystery shopper to an establishment. This is especially true when secret shopping at bars and places where liquor is sold. The shopper may be tasked with seeing if they are asked to show their identification. These \u201ctest results\u201d may then be revealed to the establishment. This exercise is often the mandate of a head office who wants to ensure that their various business locations are in compliance with various rules and laws that are in place, especially serious ones such as ID\u2019ing potential minors.<\/p>\n
Business benefits of hiring a secret shopper<\/h2>\n
Numerous reports have shown that mystery shopping can potentially increase a store’s profits by more than 8 percent. When representatives know that undercover customers periodically shop at the store, the strategy can boost the number of products that the shop sells by 11 percent.<\/p>\n
Evaluating a businesses\u2019 compliance with various policies (especially in the case of franchises), is also a major role of the mystery shopper. All major businesses that have multiple locations will have a handbook that outlines everything from store policies, its appearance, where product is sourced from, etc. in an effort to establish consistency. This consistency is key, as customers expect the same experience from the same business across multiple locations.<\/p>\n
Finding assignments<\/h2>\n
A secret shopper may utilize mobile apps that list assignments that can be completed within a predetermined radius of the undercover customer’s location. Applications will also indicate the payment for the assignment, any extra rewards, questions that the undercover customer should ask and specific products that the shopper can purchase. The listing may also specify the time at which the secret shopper should visit the store and if special hardware is needed to complete the assignment (such as a working camera phone to be able to take pictures of products for example).<\/p>\n