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The World of Mystery Shopping
There are thousands of individual firms, shopping malls, stores,
restaurants, movie theaters, hotels, and other sales and
customer oriented outfit out there. All of them competing for
customer's attention and patronage. All vying for top of mind
recall in becoming the shoppers' choice.
One of the strategies that became possible in order for these
companies to stay in competition shape is to find out what is
happening inside their establishments from a customer's point of
view.
This gave birth to the mystery shopper.
Mystery shoppers, sometimes referred to as a secret shopper or a
spotter are people hired by companies to shop in their stores.
After undergoing trainings that will focus mainly on things that
are to be observed, mystery shoppers are assigned to serve three
main purposes.
1.To evaluate and observe how the staff assigned in shops carry
out assigned functions.
At the start of assignments, secret shoppers are briefed on
matters that they are expected to "spot". Mainly, the issues are
derived from the concerns of the business owners that want to:
- Improve customer relationship. - Improve servicing. - Update
owners and managers on the manner that functions and tasks are
carried out according to plans. - Courtesy and discipline of
employees. - Honesty and integrity. - Observance to other issues
of concern.
2.And to evaluate and observe the store's operation.
Another task of the mystery shopper is to observe and evaluate
the operation of the store that includes: The cleanliness and
orderliness of the account. Ease of shopping and traffic
management. Visibility, availability and pricing issues.
Merchandising updates. Mainly however, secret shoppers give this
observation from a shopper's vantage point.
3.Filing of reports.
Reports to be filed are often in the form of checklists that the
secret shopper fills out.
The mystery shopper does all of these without inviting
recognition. In fact, secret shoppers, before given assignments
signs agreements where reports and everything written on it are
not to be disclosed. To become a mystery shopper, one need to
apply and register with a mystery shopper company, which are
commonly available online. Registration is free which comes with
manuals and training needed.
Earning is also good for mystery shoppers.
Since different companies require different level of service,
the companies pay different rates. For example, a simple
assignment on a salon that would take a couple of hours (even
minutes) could pay more or less $10 while a more complicated job
like shopping would rate $25. For starters, some companies offer
$5 per work but will increase, as the mystery shopper gets
better at the work. For more the more experienced, a day of
shopping would fetch about $100.
Conditions and requirements are also easy. But because reports
are the main turf of mystery shoppers, the main issues for a
mystery shopper not to make the grade is when reports are not
submitted on time or are incomplete
Mystery shoppers, also enjoys perks that are usually not
available to regular employees. Mystery shoppers are reimbursed
on items that were shopped (usually upon presentation together
with the reports), they dine, watch the latest movie, fix their
cars, and have their hair done. All for free. Mystery shopping
services also covers cruise liners, department store, fitness
centers or health clubs, casino, service centers, salons, banks,
homebuilders, amusement centers and parks, and more. The mystery
shopper enjoys them all while getting paid.
About the author:
Joseph Then operates Mystery Shopper website that provides
Mystery Shopper jobs for the members. You can visit the website
at http://www.MysteryShopperResource.com
Written by: Joseph Then
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