Mystery Shopper's Manual

Keep the “Secret” in “Secret Shopper”

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When you become a secret shopper, you may want to tell everyone you know about your cool new job. However, letting people know that you are a mystery shopper could have negative consequences.

For one thing, your friends may “out” you during a shop, intentionally or unintentionally. Imagine you are in the middle of an assignment, talking to a salesperson, when your neighbor walks up to say hello. You politely chat for just a moment, then return to the business at hand, saying to your friend, “I’m kind of rushed today, but let’s get together for lunch next week.” Suddenly, a light bulb goes on over her head as she realizes what you are up to. But instead of saying, “Sure. See you later,” she blurts, “Oh, you must be doing one of your mystery shops. I’ll let you get back to work.”

She didn’t mean any harm, she just didn’t think. But now your cover has been blown and you might as well end the shop right there. And forget about ever coming back to this store once they know that you are a mystery shopper.

Being outed in the middle of a shop is only one way being indiscreet about your profession can come back to haunt you. Read on for more, including tips on how to deal with curious friends and family.Continue Reading

Should Mystery Shoppers Be on Facebook?

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Many mystery shopping companies have Facebook pages and they encourage shoppers to “like” their pages and interact with them on Facebook, Twitter and other social media. Is this a good idea, or is going social with the fact that you are a mystery shopper likely to result in you being identified as a mystery shopper during a shop?

Consider that there are about half a billion people on Facebook. It is extremely unlikely that an employee that you are about to mystery shop will happen to run across your profile and will remember and recognize you when you shop them. Of course, it is not impossible.
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Who? Me? What to Do If You Are Spotted as the Mystery Shopper

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It is unlikely that you will ever be asked if you are the mystery shopper; however, it is best to be prepared, just in case.

As a secret shopper, you should always try to be inconspicuous. Although many people believe that mystery shoppers are there to be difficult customers, in fact we want to be typical customers who will not stand out or draw attention to ourselves. Our job is to blend in and do not do anything that would make us memorable.

Despite your best efforts, it is possible that you will be spotted as the mystery shopper. It may be because of something you or a companion does, or it may just be that the shop requirements are such that it becomes clear that you are the mystery shopper. In more than 15 years of secret shopping, I have never been identified as the shopper, but it is wise to be prepared.

Here are some things to think about in case you are outed as a secret shopper.
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Secret Shoppers – Stay “Undercover” With These Three Rules

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As secret shoppers we are undercover customers who provide feedback to businesses about how they are seen by customers. As implied by the term “secret” shoppers, we must behave in ways that do not result in being identified as secret shoppers.

There are a few simple things secret shoppers can do to avoid being identified. Here are three rules to follow to make sure no one knows that you are the mystery shopper.

Don’t stand out. That means looking and acting like a normal customer. Dress appropriately so you look like other customers. Do not cause a scene or be demanding. Although many people believe it is the job of a secret shopper to make life difficult for employees, that is not the case. We want to be typical and unmemorable. Do your best to blend in with other customers.Continue Reading

Do Employees Read Mystery Shop Reports?

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Question from a mystery shopper:

Do the employees who are mystery shopped read the reports submitted by shoppers? I sometimes return to shop the same location again, and I am concerned that employees will be able to figure out that I am the secret shopper if they have read the reports I wrote about past visits.

If they do read them, why would clients allow that? Doesn’t it make mystery shopping less valuable if the employees know exactly what was reported?

Many client companies do share mystery shop reports with the staff who were shopped. There are good reasons to do so.Continue Reading

Training Your Mystery Shopping Companion

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companion.pngThere are times when you may have someone with you on a mystery shopping assignment. Although you may be required to do some shops alone, others allow, encourage or require you to have someone with you. This is most common in situations where real customers may have a spouse or friend with them, such as assignments that take you to restaurants, new homes, etc.

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.Continue Reading