Sometimes the mystery shopper will
be allowed to choose their own time to shop, based on the theory
that dirty toilets and unpleasant staff might be a permanent
problem, not restricted to busy times only, in which case the client
needs to know just how widespread such problems are or if conditions
vary between different shifts, on different days.
Be sure to shop at
the appointed time, no sooner, no later. Arrive early and go
somewhere quite away from the shop and take a long last look at your
instructions. A park or coffee shop is ideal.
Make sure you know
what you have to do. You can’t keep on referring to your
instructions during the shop, except if it’s quiet or looks like
you’re reading your shopping list. A small notepad is useful,
doubling as a shopping list and reminder of essential features of
the shop and for recording important details. Try always to
look as if you are checking things you have bought against those you
still have to buy.
Note unusual requests
such as information which might be required about other shops in the
vicinity, whether you have to count supplies of a particular product
or number of supervisors in the store at the appropriate time, if
you have to record the name of the assistant who served you, and so
on.
Here’s a great tip we
have used on occasion to avoid your notes being spotted by staff and
management in the store. Use a simple code system, such as
writing one letter in the alphabet in advance of actual letters of
particular names or snippets of information.
For example, imagine you want to
record the name of the supervisor you consulted about a particular
matter. Say her name was Janet. Rather than record that
name in your book, do it like this:
KBOFU
Solution to code: K
(follows J), B (follows A), O (follows N), F
(follows E), U (follows T) Hence JANET.
Or even KBOFU!
Try to remain as
inconspicuous as possible throughout the shop. No-one is going
to bother you, even if you are highly conspicuous, as long as you
don’t give the impression you are up to mischief in which case
management and staff might have their eyes on you.
Try not to worry when
things go wrong, if you are suspected of shoplifting, for example,
or someone asks for an explanation of your ‘odd’ behavior.
Just explain you are a mystery shopper and show them your
instruction pack.
When you’ve finished
go somewhere quiet as before - a coffee shop is ideal - and make
sure you have done all that was asked of you. It’s a good idea
to complete your questionnaire and report right away, while the
events are still fresh in your mind, and while you still have a
chance to gather outstanding information. This is especially
important if you have a series of mystery shops in one day or you
run the risk of confusing one shop with another and alienating the
agency that appointed you.
Keep copies of all
reports, questionnaires, receipts and notes about a particular shop
for personal use as well as for querying payments and preparing your
own accounts and tax returns.
