Tips when sending mystery shoppers to your business

The following are the suggested questions when sending mystery shoppers to your company. To quantify results, evaluate with a grade.

The proposed scale is from 1 to 7, where:

1 = Terrible

2 = very bad

3 = Bad

4 = Regular

5 = good

6 = very good

7 = Excellent

I. Business and personal appearance (Tangibles).

It is important to assess whether the appearance of your business invites your customers to buy.

1. Is it clean? Is it tidy? Is the exhibition attractive? Is your staff presentable? Does it meet the greeting and dress rules? If the company gave you badges, do you use them? Are the prices available to the public? Are the prices correct or does the customer have to calculate discounts or add VAT?

Remember that these aspects help the customer to buy the first time. So they are very important.

II. Staff skills (Intangibles).

It is about knowing if employees have the necessary skills to provide good service. Many times people do not have the knowledge to give it and their willingness is not enough. Investigate four basics:

A) Knowledge

1. Do they know the product or service they sell? Do they know the policies and methods of payment? Do they know the sale restrictions? Do they know the necessary procedures? Do they know if the product or service offers guarantees? Are they aware of the delivery times?

B) Honesty

1. Do they expose the true advantages of the product? Do they tell lies in order to sell? Did they hide or omit any important detail or clarification about the product or service?

C) Courtesy

1. Do you greet when you arrive or when you strike up a conversation? Is your tone friendly? Are you angry doing your job?

D) Empathy

1. Do you offer what the customer needs or what does he want to sell? Do you listen carefully to the needs? When you speak, do you use words that the average consumer does not know?

III. Employee attitude

1. Does the service provide quickly? If the customer is unhappy or upset or has a special emergency, the employee:

*… Were you interested in the problem?

*… Did it help you solve your problem?

*… Was the solution adequate?

IV. Receipt of the product or service (Compliance)

1. Is there a sufficient variety of products? Did you receive the requested product or service? Did you receive it on time? Did you receive it complete (if it is a product, with necessary accessories) ?. If it is a service, did you receive it well done? Did the product or service comply with everything agreed (color, model, design, scope, times…)? Was the price agreed?

V. Final perception

1. Was the business experience pleasant or unpleasant? Would you buy again?