Telephone mystery shops involve calling a client location and interacting with one or more employees over the telephone. Sometimes the entire shop is conducted over the telephone, and in other cases the mystery shop includes both the call and an in-person visit.

The information that the client wants from a telephone shop relates to the same issues as in-person shops: Were employees courteous? Were they able to provide accurate information to the customer? Did they follow proper sales procedures?

When doing a telephone mystery shop, you may complete a written report or the mystery shopping company may have you record the call and submit the recording as your report.

Here is what you can expect when completing a mystery shopper job involving a telephone shop.Continue Reading