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Mystery Shopping
Tips & Helpful Hints
Mystery
shopping is a serious business and companies
we contract with expect professional, accurate and objective
reports. Once you have completed some shops, you find
out that it is not all “fun and shopping.”
It is serious work that you are paid for. You are an
employee of QSI Specialists vs. an independent contractor
as most other mystery shopping companies work with and
as an employee you are held to higher expectations.
We want you to succeed as your professionalism reflects
directly on us and our business growth. When our business
grows, you are offered more shop options and opportunities.
Below
are some simple tips that can help you be a better mystery
shopper.
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Note from the MSPA: Include the following
tag line in your email signatures and instruct your
staff to do the same: "QSI Specialists strongly
supports MSPA Certification; Gold Certification
is now available on DVD!" |
Deadlines
are critical: Do not accept a job if you cannot
complete it. We depend on you to complete any assignments
accepted within the assignment dates provided. Emergencies
do arise and if you cannot complete the shop due to
an emergency you must contact the assignment scheduler
immediately offering as much notice as possible for
rescheduling.
Instructions
and forms: Completely read client instructions
and forms prior to doing your shop. Even if you have
done the shop before, requirements change. Your scheduler
will try to point out any new information, but you are
ultimately responsible for completing an accurate shop
and providing the client with the information they need.
Completing
forms: Before submitting your shop double check
for accuracy and to make sure all questions are answered.
Make sure your answers are complete but concise; offer
detail and give them what they request. The client is
interested in facts more than opinions; however there
are instances where opinion is important as well and
it should be clearly stated on the form.
Spelling
& Grammar Check: As important as supplying
the client with a detailed, accurate report is supplying
them with a report this has correct spelling and grammar.
Many online forms offer spell check ability and it should
always be used. If the form is in Word, turn on your
spelling and grammar check. There is no excuse for misspellings.
If the report form you are completing does not have
spell check, consider typing the summary text portions
into a Word document allowing for quick spelling checks
and the copy/paste into the form.
“!!!....??”
Punctuation: Be sure to use correct punctuation.
In a quotation, the period, question mark or exclamation
point goes INSIDE the quotation marks, such as, “Did
you see the car?” or “The car was red.”
or “The car was fast!” There are plenty
of online sites that offer punctuation tips if you are
unsure about the proper punctuation, and Spell Check
will help in some instances, such as when to use a semi-colon
instead of a comma or period.
Tell
a Story: The client was not there with you
doing your shop. They need to know the story of what
happened while you were there. From the time you entered
the parking lot to the moment you walk out the door,
they want to know what happened and how you were treated
as well as your visual observations of the business
you are shopping.
Details:
You will be required to obtain multiple details from
your shop. Sometimes it is hard to remember everything
you need to know. You can consider a digital recorder
to help you remember the facts, but don’t rely
complete on the recorder as data can be lost. Many shops
require a visit to the restroom, even for those that
don’t, the restroom is a good option for making
quick notes…associate names and descriptions,
timings, etc. Keep a small note pad with you and watch
for options to take quick notes when you will not be
observed. If your shop allows a companion, have that
person watch for specific details. If at a restaurant
you may be able to hide a paper under a coat on the
seat next to you, or under a placemat and take quick
notes while no one is watching. DO NOT GET CAUGHT
TAKING NOTES! Your shop will be rejected if
you are found to be a mystery shopper!
Synonyms
– Be descriptive: Be unique; instead
of using the old stand by terminology such as “The
food was nice. It tasted good.” “The associate
was friendly.” “It was clean.” Offer
a better description of what you saw or how the food
tasted or even associate responses. “The dinner
was presented on an elegant plate of china with the
food arranged in an eye appealing manner that focused
on the main entrée. It was garnished with parsley
which added to the sophistication of the meal. After
my first taste I knew it would be as delicious as it
looked.” “The associate greeted me with
a smile and upbeat attitude that continued throughout
our interaction.” “Upon entering the establishment
I immediately noticed the care and upkeep of this location.
The doors were free of fingerprints and the entry inviting
with attractive wall paintings and flower arrangements.”
Are
you a shopper? Although it does not happen often, it
is possible that you will be asked by an associate you
are evaluating, “Are you a shopper?” The
best plan is to give them a blank look and ask, “What
is a shopper?” This puts it back on the associate
requiring them to explain what a shopper is and gives
you an opportunity to compose yourself and figure out
the reply. It could be a simple, “That
sounds fun, if I were a shopper, you’d get a great
score!”
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