The Mystery Shopper’s Manual

Objections may be raised at the conclusion of a secret shop, as a reason to leave without committing to a purchase. In those situations, you may raise an objection such as, “I need to talk to my spouse about this,” or “There are a few other places I want to look before making a decision.” That type of objection typically has the effect of closing off further conversation.

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.