Although it can be fun to act the part of someone else, it can also be a little scary. What if they ask a question and you are unsure how to answer? Or what if you forget what you told them earlier and give inconsistent information?

I once did a series of shops where I had to make appointments using different names. I am used to being called “Cathy,” so it wasn’t natural to respond when someone called Ann, Nancy or Karen. In preparing for those mystery shops, I had to remember who I was that day, and make sure I answered to the correct name. That is not as easy as it may seem!

Here are some tips for keeping your facts straight when you are using a scenario on a mystery shop.

Know the guidelines inside and out. It is always important to study the guidelines, but it is especially important when the shop includes a specific scenario you must follow. Are they certain answers they want you to give, or should you come up with your own answers? What is the objective of the shop? The shop objective may influence how you answer certain types of questions.

Ask your scheduler for guidance. If you are unsure about how something should be handled, ask. Your scheduler can tell you what other shoppers have done, and how the client wants the shop scenario presented. Do not be afraid to ask for advice.

Keep the scenario as close to the truth as you can. If you are to make up facts to present, use facts you can easily remember. For example, if you are doing a bridal shop, use the real facts of your wedding when answering questions from the bridal consultant, even if that wedding was 15 years ago. Or imagine someone you know who fits your imaginary scenario, and give the answers they might.

Keep your stories simple. The more elaborate they are, the more likely you are to get confused about the details. Also, the more elaborate the story the more fishy it sounds. Keep it simple.

When the mystery shopping company gives you facts that you are to present in the scenario, learn them completely. The client may have a reason for wanting you to answer questions a certain way, so make sure you get it right.

Don’t stress over it. If you are stressed you will be memorable (a big mystery shopper no-no) and you are also more likely to make mistakes. Be prepared and you will be fine.

If you do make a mistake, get past it. Let’s say that you said your three-year-old’s name was Tom, then you referred to him as Jerry. Oops. Don’t launch in to a big explanation. Just laugh it off and move on, “Oh, my brother’s name is Jerry. Guess I have him on my mind. Anyway…”

Playing a scenario can be fun, but it requires preparation and, sometimes, the ability to think on your feet. Just think of it as improvisational acting, and enjoy yourself!

Download and review the shop guidelines as soon as you receive the assignment. Even if you have done a particular shop many times, always read the guidelines and report form before doing the shop. Clients make changes from time to time.

Use a highlighter to identify key issues of the shop. If you have questions, this is the time to ask them. Don’t wait until the day the shop is due. Most companies prefer that you contact them by e-mail, but the shop guidelines will tell you the best way to contact them. Give your scheduler time to respond.

In rare situations, you may discover requirements that make it impossible for you to do the shop. If you have to cancel an assignment, do it immediately, but only if you have a good reason. One male shopper told of having to cancel an assignment because he didn’t think he could convince the employees that he was pregnant, a requirement of the shop. Because he immediately read the instructions, discovered he couldn’t do the shop as required, and notified his scheduler, the shop could be reassigned right away.

If you are asked to confirm the shop, do so immediately. You can also take that opportunity to ask any questions you have about the shop.

There may be things you have to do before going to the location, such as making a reservation or an appointment, or completing a telephone shop. Allow time to do these tasks before making the visit.

Don’t take the form with you to do the mystery shop. Instead, make a tip sheet you can refer to during the shop to remember all the things you are to do. For example, it might be helpful to have reminders of which departments you are supposed to visit, the things you need to time and the employees for whom you need to get names.

The information you receive will vary from one company (and one client) to the next. You will always receive written guidelines on doing the shop. Some companies provide detailed manuals with all of their policies and procedures and everything you need to know about shopping for them.

Companies may want to conduct a telephone session with you, especially the first time you do a shop for them. It gives you the chance to ask any questions, and they can feel confident that you understand what is required of you.

In some circumstances you will receive face-to-face instruction. This might involve meeting with someone at an office, classroom training with other shoppers, or field training where you go into a business and conduct an actual shop or a test shop.

Whatever form your instruction takes, make sure you understand what you are supposed to do. If you have questions at any point in the process, ask for clarification. They want you to ask questions about anything you are not sure of.

Even though there is much to remember, you should never take the report form with you to do the mystery shop. Instead, make a “tip sheet” you can refer to during the shop to remember all the things you are to do. For example, it might be helpful to have reminders of which departments you are supposed to visit, the things you need to time and the employees for whom you need to get names.

Your tip sheets may be paper or electronic. The type of tip sheet you use will depend on the nature of the shop. It is critical that you not draw attention to yourself, so don’t do anything that would make you stand out or make employees notice you.

You may want to make a few notes you can discreetly refer to during the shop. These notes could be on an index card tucked in a pocket or purse, buried in your shopping list, or on a sticky note stuck in your check register.

If you use a personal digital assistant (PDA) or smart phone, you may make some notes using the memo function, or perhaps even download the entire form to the PDA or phone.

Another way to use an electronic tip sheet is to record a voice mail message for yourself with reminders of what you are to do on the shop. During the shop, use your cell phone to check your voice mail. Listen to the message you left for yourself, and you will be reminded of what you need to do.

If you are doing a restaurant shop by yourself, you could take a crossword puzzle book with you. Hidden in the puzzle can be reminders such as, “manager,” “server,” and “hostess,” to remind you of the names you need for the report.

Whether you are shopping by yourself or with a companion, you might have a day planner, travel brochures, or classified ads. Make your tip notes discreetly in the materials, and you can refer to them during the shop while making it appear you are working on a project, planning a trip or looking for an apartment.

Many times, your tip sheet will also serve as a place where you can make notes during a shop. Of course, you must always take care not to be observed making notes about the shop.

Used properly, tip sheets are a tool that will ensure you never forget to obtain the information needed to complete the report, and will help you remember the details of the shop.

What sort of tip sheets do you use when secret shopping?

Many businesses have “floating” employees who work at more than one branch or store. This happens in banking, retail, property management (apartments), and other businesses. Sometimes floaters have a regular schedule that moves them from place to place, and other times they may be filling in for an employee who is ill or on vacation or when a location is otherwise short-staffed.

I used to shop a lot of grocery stores, and often did two or three in one trip. One day, a manager was at both of the stores I shopped. Fortunately, I saw him before he saw me, and the store was big enough that I was able to avoid him for the rest of my visit. However, there are times that isn’t possible.

In some situations, it may not matter that you are visiting more than one location of the same business, especially if some time has passed between visits. However, if the visits are close together time-wise, or far apart geographically, it may look odd. As mystery shoppers, we want to be very careful about not drawing attention.

Do you think it would have looked odd if that grocery store manager had seen me buying groceries, half an hour after he had seen me at another store? Um, yeah, that seems a little strange. However, if you happen to run into the same employee at another bank branch several days later, that might not send up any red flags at all. (Of course, if you are there to set up an account, or the branches are far apart, it might.)

Have a cover story ready. Make it credible, and do not be afraid to seem a little dumb. Playing dumb is a mystery shopper’s secret weapon. When they ask why you are in another branch of the same bank asking about their investment account options, you might act like you didn’t realize it was the same bank. Of course, at that point you will probably have to abort the shop and either do it another day or contact your scheduler to see if they would prefer to send someone else now that you may have made yourself memorable.

If you regularly mystery shop in places that are far from your home and far from each other, be prepared to explain why you are there. Keep it simple, such as your work or school being nearby, or that you are visiting a friend or family member.

Do not give too many details in your cover story. If an employee asks, “Didn’t I just see you at our Midtown location?” do not give a long story about why you were at two different stores. A simple explanation, such as, “I can’t believe I forgot to . . .,” is all you need. Looking a little scatterbrained is better than looking like a mystery shopper.

Of course, at times there is just no way around it. You will have no choice but to abandon the shop and contact your scheduler. Do so immediately, so the scheduler can decide what action to take.

However, you may also be asked to raise sales objections in order to test an employee’s sales skills. The purpose of these objections is to give employees an opening to sell to you.

When raising these types of objections, you do not want to close off conversation. The idea is to state a concern you have about the product or service and allow the sales person to counter your objection with a satisfactory alternative.

It is nearly impossible for an employee to effectively counter an objection such as, “I need to talk to my spouse before making a decision.” What could he say other than, “No, you don’t”? That doesn’t seem like a good sales practice to me.

Appropriate objections for a cell phone shop might include the cost of the phone or its features, not enough weekend minutes in the plan being presented, or the length of the contract. The sales person should have alternatives for each of these. For example, if you say that you do not want to be locked in to a two-year contract, the sales person can offer the options of a one-year contract or a pay as you go plan.

Saying you don’t like the neighborhood an apartment complex is in, or that it is too far from your office doesn’t give the rental agent an opportunity to sell to you. After all, they can’t pick up the apartment community and move it somewhere more convenient for you! Good objections might include saying that you don’t think your furniture will fit, you need more storage space, or you don’t like the color of walls or carpets.

Never use objections that insult the sales person or the product or service they are selling. Saying that the carpet in an apartment looks “shabby” is not a good objection. It would also be inappropriate to say that you are hesitant to join a health club you are touring because it does not seem clean. Keep objections more to matters of your taste or preferences.

If the guidelines you receive don’t suggest objections, and you aren’t sure what objections might be appropriate, ask your scheduler for suggestions.

Raising good objections is an important part of many mystery shops. Choose your objections with care to provide the client with good information about their employees’ sales techniques and skills.

To avoid this problem in the future, take a minute or two to check the hours of business before heading out to do the shop.  Even if you think you know their hours. I once had to reschedule a shop because I was certain a location was open later than it actually was. Checking first would have saved the need for an embarrassing email (“I’m sorry, but I am an idiot . . .”) to the scheduler, asking if I could do the shop the following day.

Web sites often list the hours along with other location information, such as address, phone number, maps, etc. However, I would not trust the web site. Hours can change without the change making its way to the web site.

The best way is to call the location. You may be required to make a phone call prior to your visit anyway, so use that as your opportunity to verify the exact location and hours of operation.

It is also a good idea not to show up ten minutes before closing time. Many guidelines will specifically say that you are not to begin the shop within 30 to 60 minutes of closing. Even if that is not part of your instructions, showing up at closing time will not give an accurate and fair report.

So you know how to prepare for the next shop, but what should you do now, standing in front of a closed business?
Obviously, you can not complete the shop now. Your next move depends on the shop deadline. If you have more time to do the shop, plan to do it another day before the deadline. This may be inconvenient, and you may even have to make a special trip back, but showing up after closing time was your error. You are still responsible for completing the shop.

What if the shop had to be completed today? That was the case of the shop I messed up on. There was only one day to do it, and I missed it. I immediately went home and sent an email to the scheduler, apologizing profusely for my error. I asked if it would be possible to do the shop the following day, and said I would the do the shop in the morning and immediately submit the report.

I was lucky. The scheduler replied that it would be fine if I did the shop the next day. They had enough cushion built in that a one-day delay was not a problem, in this case.

If she had said no, I would have apologized again and asked if there was anything I could do to make up for my mistake. Do not be afraid to grovel when you are in the wrong (as I was). Own your mistake.

One good thing that came from this is that now I always check the hours before doing a shop. Learn from my mistake, and you will, too.

At times, both of you will be contracted and paid by the mystery shopping company. However, most of the time one person is the secret shopper and the other is along for the ride. If your companion is not an “official” mystery shopper, it is your responsibility to make sure that he or she knows what they need to do to help you get a complete and accurate evaluation—and they definitely need to know what not to do, so they do not affect the integrity of the shop.

Your companion’s error could cause the shop report not to be accepted by the client. That means you would not be paid, and you might even be barred from future assignments.

Here is how to make sure anyone with you on a mystery shop knows exactly what to, and what not to do.

Start by choosing your companion wisely. If your best friend is prone to blurting things without thinking, she is probably not a good choice. She is likely to give away the fact that you are the mystery shopper. Someone who is not good at following directions, or who may resent being told what to do, is also not a good choice.

Your companion must be someone who is willing and able to follow directions, and who will be discreet. They must understand that they can not talk about the mystery shop with anyone else: before, during or after the shop.

Train your companion on the shop requirements. Restaurant shops often require that you take someone along. On most restaurant shops your companion would need to know if there are things that must be ordered (or that should not be ordered), if there is an amount of time you must spend in the restaurant, any limits on alcohol consumption and other requirements. They also need to understand that the server is required to suggest certain things (such as appetizers, coffee, dessert, etc.) and they should not ask for those items before the server has had an opportunity to make a suggestion.

Because most shops require that you order different items, my husband and I usually plan our order before we get to the restaurant. If it is an unfamiliar place, we download the menu from the restaurant web site so we can study it ahead of time. That way we can focus on the observations and timings we need, and not trying to make up our minds about entrees.

For other types of shops, you may need to make sure your companion understands the scenario. For example, on a new home shop there may be required answers to questions about why you are in the market for a new home, your budget, how long before you expect to buy, etc. You need to be on the same page.

A retail shop may require that the salesperson explain the provisions and cost of the extended warranty plans to you. If you companion says something such as, “You don’t have to waste your time on that. Those things are rip-offs,” they may keep the employee from properly doing his job.

The best thing is usually for them to allow you to take the lead. That means in asking or responding to questions, deciding when it is time to go, paying, etc. If they are not comfortable allowing you to do so, they should not accompany you on mystery shops.

Let them know how they can help. Can they help you out by getting names? Checking the other rest room? Counting the number of checkout lanes that are open? If there is something they can do to assist you with the shop, let them know what it is and how to do it.

Teach them about general mystery shopping procedures. It may seem silly to ask how late they are open on the weekend when you saw a large sign announcing the hours on the door. Or to ask about the sauce on the special when you know you are ordering something else. But these may be requirements of the shop. Advise your companion that they should not jump in with answers or comments or interrupt your conversations with staff, as you are doing your job.

Stress the importance of confidentiality. They are not to talk about mystery shopping, or discuss any aspect of the evaluation, while on the shop. That means they are also not to ask you questions in the middle of the shop about what they are allowed to buy or do.

And confidentiality extends to the next day at work, the family party or anywhere else. They should not talk about the specifics of the shop or the fact that you are a mystery shopper with anyone other than you.

All information is on a “need to know” basis. Do not offer more information about the client, the shop requirements or the report than your companion needs to know. They do not need to know every question that you will be answering or “how they did” on the shop. They definitely do not need to know how much you are being paid.

If you are allowed to take your children on shops, you may want to keep them completely in the dark. Small children have been known to let secrets slip, and the fact that Mommy is doing a mystery shop is a big, juicy secret.

Prepare your companion effectively to guarantee that your shop goes smoothly. My husband has accompanied me on mystery shops for more than 14 years, and we have never had a problem. That is because I go over all of the requirements with him just before the shop so he knows what is expected. If something unusual comes up, he lets me handle it. We are a well-oiled, mystery shopping machine!

The main reason not to take anyone with you is that some clients and mystery shopping companies do not allow it. Their biggest concern is that having someone with you will distract you. Even if your three-year-old is the best behaved child in the world, having him there while you are doing an assignment will make it impossible to focus all of your attention on getting names, timing transactions, and all the other details you must manage on a mystery shop.

And you know that other people’s children are not as well-behaved as yours. I once saw a video mystery shop where the shopper had taken her young son along. Every time the sales person tried to speak, she was interrupted by the shopper saying, “Joshua, stop that,” or “Joshua, get over here,” or some similar order that Joshua completely ignored.

Later in the video, you could see Joshua running back and forth across the sales floor. Amazingly, the shopper actually submitted the video to the mystery shopping company. I can only imagine what happens on shops where there are written reports and no video.

Even grown-ups are not immune from misbehavior on mystery shops. I have heard stories of companions announcing to the employees that they are there to mystery shop them, making inappropriate comments that give away the shopper, or doing things that interfere with the employees’ ability to do their jobs. Just by being there, though, they may be a distraction. If you are in conversation with your friend, you may miss important details that should be noted in your report.

Of course, having a helpful companion can not only make it easier for you to do the shop, it can result in a better report. A knowledgeable partner can help you to provide a more detailed report to the client. But no matter how good your companion is, you should only take them with you when it is allowed by the mystery shopping company and their client. For example, many bank and financial shop guidelines say that you should not have anyone–child, spouse, friend–with you.

On the other hand, many restaurant shops allow or even require you to have a partner. Pay attention to the guidelines to know if your companion must be another adult or if you may take your child, as well as how many people may accompany you. Some shops may limit you to two adults, while others allow for larger parties. (Remember that most reimbursements will only cover expenses for two people, even if you may take others along.)

The bottom line is that you should not assume that you may always have someone with you while you mystery shop. Always read the guidelines and, when in doubt, ask your scheduler. Even if a shop allows you to have a companion, never take someone who will be a distraction or may affect the integrity of the shop. Make sure your partner knows what he should do to help you produce a valid shop report.

Most mystery shops do not require a specific scenario. You simply visit the business and act like a customer. For example, you go to a restaurant and order a meal, get your hair cut at a salon, or make a small purchase at a retail store. There may be questions you are to ask, or specific items you are to buy, but there is not a detailed scenario.

However, there are shops where as the shopper you must:

• Pretend that you are getting married and need to buy a gown, or a ring.
• Present yourself as someone who is looking to invest $400,000.
• Say that you are looking for day care for your children, or elder care for a parent.
• Act like you are looking for a new house or apartment.
• Be able to appear knowledgeable about hunting, motorcycles, art or other subjects.
• Represent yourself as a member of a profession, such as an interior designer.
• Give the impression that you are pregnant.
• Be willing to hide your knowledge of technology, financial matters or other subjects.

The important part is not that you actually are what you claim to be during the shop, but that you can realistically present yourself that way. You can do a shop where you claim to have $400,000 to invest even if you don’t even have $400, as long as you come across as someone who would have $400,000.

If the scenario you are asked to use is not your real-life situation, you will need to do a little acting and a lot of preparation. Pretending like this is not dishonest–you are not doing it to deceive anyone, only to do the evaluation. It is simply a form of acting, and you will probably enjoy those occasions when you get to play-act a situation.

Here are some tips for performing scenarios that require you to present yourself as someone or something you are not.

Read the shop guidelines carefully. The mystery shopping company may offer suggestions regarding what you should say about your reasons for visiting the business and they may also suggest answers to typical questions asked by the employee. For example, why are you looking for an apartment?

Anticipate the follow-up questions the employee may ask. One shopper said she was shopping a bridal store and, because she is not married, she hadn’t thought of answers to the questions such as the name of her fiancé, the wedding date, where they were going on their honeymoon, how many attendants she would have and what color they were wearing, etc.

When possible, you should keep your scenario as close to your reality as possible. In the bridal situation, if you are married you may be able to use the details of your own wedding to answer any questions. (You should also remove your wedding ring before doing the shop.)

Dress appropriately. If you are a wealthy investor or a business professional, dress in business attire. If you will be trying on wedding gowns, wear clothes that are easy to get in and out of, and don’t forget clean underwear (without holes, please!)

Don’t give answers that will send up red flags. If you are asked where your $400,000 is currently invested and you say, “At my credit union,” that is not a good answer. No one has $400,000 in a credit union.

Don’t make your answers too detailed. First of all, you are more likely to get tripped up trying to remember all of those details. Also, the more unasked-for details you volunteer, the fishier your story sounds. If you ask your kids a simple question and get a five-minute answer, does that get your spidey-senses tingling?

If you are not sure of the answers you should give, consult with your scheduler. The scheduler can tell you if there are things you should or should not say.

There are times when you will need to conceal your knowledge of a subject so that the employee thoroughly explains your options or how something works. For example, you might be asked to pretend that you know nothing about cell phones and are looking for your first phone, even though you are intimately familiar with every phone and every calling plan available. Act dumb when you have to.

Don’t be nervous. Shops involving a scenario can be lots of fun, as you get to be an actor for the day.

What is the most unusual scenario you have ever been a part of? (Please do not divulge client names or other details that would violate your confidentiality agreements.)

As part of your preparation for the shop, here are a few things you can do to make sure you go to the correct location:

• Go to the client company’s web site and look for a map of locations. Compare the address in your assignment to the locations on the site.
• Use Google Maps or other online mapping systems to check the address. You can also get directions there, if you are going to an unfamiliar part of town.
• Call the client location and ask where they are. The phone number is usually in the guidelines. If not, look it up online or in the telephone directory. Many shops require a pre-visit call, so that is a good time to ask for directions.

Don’t forget to check the address when you get to the location, too. Look for an address on the sign, building or door.

Making the effort to verify the location before the shop takes very little time, but is an important part of doing your secret shopping assignments correctly.