Are You the Mystery Shopper?
It is the question every mystery shopper dreads: “Are you the mystery shopper?” Lots of employees claim that they can always spot the mystery shopper, but can they?
Some of the things that employees claim tip them off about a mystery shopper are just plain wrong, but mystery shoppers can be spotted when they make mistakes. Here is how you can avoid being outed as the mystery shopper–and what you should say if you are asked, “Are you the mystery shopper?”
I recently read some posts on a forum where retail employees discussed how they can always identify who is mystery shopping them. It was actually pretty funny. These folks were way off base about what happens on their mystery shops. (I know because I have shopped them.)
A shopper told me about overhearing employees talk about spotting the mystery shopper when he and his wife were shopping a restaurant. He was a little nervous, until he realized they were certain that the couple at the table next to the shopper and his wife were the mystery shoppers. Something the not-really-the-shoppers did caused the employees to suspect them, while the real shoppers were completely undetected.
One common misconception is that the mystery shopper is always a difficult or even combative customer. In reality, most mystery shopping scenarios are designed not to call attention to the shopper. As a shopper, the best way to avoid being identified is to keep a low profile. Blend in with other customers, and do not do anything to stand out or be memorable.
There are times when the scenarios we are given would seem to make it obvious that we are mystery shopping. One of the things I have learned, though, is that real customers do stranger things. They ask odder questions and make weirder requests. Act natural, even when saying or doing something you think is off the wall, and employees will think you are just another oddball customer.
Never take the mystery shop report form in with you, and do not be obvious about taking notes. Do not talk about mystery shopping on the shop, and do not discuss the shop requirements with your companion while you are doing the shop.
And if you are ever asked if you are the secret shopper, the best answer is, “The what? What is a secret shopper?” Most people have never heard of mystery shopping, so that would be a perfectly natural reaction. They will probably drop the subject, but if they tell you about mystery shopping, you can act surprised and maybe ask how you could become a mystery shopper. After all, it sounds like a pretty good gig, doesn’t it?
on October 9th, 2007 at 1:16 am
One way my ex-coworker Jodi used to claim that she could spot a mystery shopper in the gas station we worked at was that they were always checking everything. Most customers come to get gas, used the restroom, and maybe get a soda. When the shopper would come in they’d do that plus walk each isle looking at each shelf. Usually Jodi was right on, since if we passed we got a gift card for the store and when she’d say she saw a shopper within a week those who worked that shift were getting their cards. You’d think that in the 5+ years she worked there the word would have gotten to those who hire the shopping company to change the scenario.