What is the work of a mystery shopper, how to get settled?

In the modern world where everything is bought and sold, companies use all kinds of methods in order to increase interest in the product and increase the level of sales. How to make the client interested in the brand and satisfied with the service? To do this, often resort to the services of a mystery shopper. Who this is and for what purpose it appears at the point of sale will be discussed in our article.

The meaning of the term

The interpretation of the concept of "secret (imaginary) buyer" has two meanings:

1. A method of marketing research conducted by a company or chain of stores in order to improve service at a trading company.
2. A trained person who, under the guise of an ordinary customer, makes purchases and at the same time observes the work process in the store, and then submits a report on the results of the audit to the customer.

Research Objectives

Checking outlets can have a variety of tasks:

1. Improving the quality of customer service.
2. Improving the professional level of staff and its motivation.
3. Shop audit.
4. Evaluation of the results of an advertising campaign.
5. Strengthening brand loyalty.
6. Evaluation of the results of telephone operators and service applications on the site.
7. Improving sanitary standards in the workplace.
8. Increasing the level of sales of products.
9. Analysis of the work of competitors.

As a rule, the customer combines several tasks during the study, therefore, work as a mystery buyer includes a number of actions during one inspection.

In any case, the involvement of such employees is aimed at improving the standards of trade and company performance.

Who can be an imaginary customer?

In fact, any adult who is ready to act according to plan can conduct observation. There are no particular difficulties in performing the functions of this employee. You just need to complete the task set by the customer and then submit a report.

It is necessary to stipulate personal qualities for working as a mystery shopper:

1) responsibility: the hired agent acts in accordance with the instructions received, so he must clearly know the amount of work and complete it in full;

2) self-confidence: the opposite can lead to the fact that a person with his nervousness simply reveals his “mission”, and then the data obtained will be untrue;

3) diligence: as a rule, the company checks the chain of stores, and the mystery shopper is part of the team, therefore the coordinator’s work depends on the completed task, which means timely salary;

4) attentiveness: this employee visits the facility to monitor the personnel, point of sale, etc., which means that no details should slip away from his gaze.

Note that acting abilities will not be superfluous. But even if they are not there, it’s okay: the contractor can behave like a regular customer.

How to get a "spy" position?

Sometimes a person, for whatever reason, cannot have full employment. Then he will spend hours studying the “Work at home” ad section. Mystery shopper - a great opportunity for extra income. After all, the time that he needs to study is minimal - 20-30 minutes, he performs all the rest of the work at home, sitting at the computer. After a visit to the store, he needs to draw up a detailed report on the results of his observations.

How to get a job as a mystery shopper? It’s very simple: go to the job search site, find a vacancy of interest, respond to it and wait for the coordinator's response.

In which case can I get a refusal?

The first reason for rejection is the already recruited staff. Also, the sex, age, and acquaintance of a person who wants to work with a group of a proposed product can influence a positive result. For a more credible visit and better verification results, this or that category of people is needed. At the same time, the experience of working as a mystery shopper is welcome, but mostly not required. If any parameters are indicated in the vacancy and the candidate does not correspond to them, you just need to consider other offers, and then the job search will certainly succeed.

The alleged duties of the client

Seeing such an unusual offer, usually people ask the question: what is the work of the mystery shopper?

The scheme of work of this employee is quite simple and consists of three stages:

1) receipt by mail of instructions for conducting checks at the facility, its study;

2) a visit to the store, monitoring what is happening and performing the planned actions;

3) filling out a report on the work done and submitting it to the coordinator.

Most common mystery shopper objects

As mentioned above, research at retail outlets is carried out in order to improve the sales process, so all components of the service can be checked. And this:

1. Compliance with the rules of etiquette.

2. The appearance of the staff.

3. The level of knowledge of personnel about the quality and characteristics of the goods.

4. Work discipline.

5. Compliance with work standards.

6. Compliance of the store with corporate identity.

7. Cleanliness at the facility.

8. Quality and correct customer service.

9. Conducting an advertising campaign.

10. Sales skills of employees and more.

It should be understood that work as a mystery shopper is part of the main study, within which various types of checks are also carried out: testing, questionnaires, monitoring, etc., which together allows you to get an objective assessment of the quality of the services provided by the company and, if necessary, improve it.

Imaginary customer reporting

The initial report form of the hired agent was spreadsheets that were filled out manually. Over time, online systems appeared, which greatly simplified the fulfillment of requirements by both reviewers and their management.

Work as a mystery shopper involves filling out a visit form at a specified facility. An employee can do this by going online from any suitable device. The submitted information immediately goes to the coordinator, and he gets the opportunity to process it.

Online reporting systems are programmed to autonomously build graphs and tables, which increases the objectivity of the assessment, allows you to receive all types of reporting materials from hired observers, monitor their work and, accordingly, accelerate the process of paying salaries.

Additional reporting requirements

Sometimes, for the accuracy of the information, the customer asks for a test purchase. Then, the agent must attach a copy of the check issued by the cashier to the documentation submitted.

In some cases, to assess the quality of customer service, you need to record a conversation with an employee on the recorder. The company puts forward the same requirement if an assessment of counseling by employees of consumers by telephone is carried out.

If video surveillance is installed in the store, then the customer, if necessary, asks the mystery shopper to walk in front of the cameras at a certain time in order to make sure that the check was actually carried out, or to take several photos at the facility. These materials are sent electronically to the group’s curator along with the completed report form.

These are the nuances of working as a mystery shopper. Employee reviews about her are mostly positive, except for the inconvenience experienced in collecting evidence and low fees for a single visit to the store. Among the advantages here are part-time work, support of the group’s curator and timely payment.

Mystery shopping coordinator: job reviews

If a person does not have the opportunity to go to the site at the appointed time or if he wants to play the role of an imaginary client, you can stop at the vacancy, which entirely involves working at home. This is the coordinator of the work of mystery shoppers. The main requirements for this position are Internet access, the ability to work 4-6 hours a day, sociability and responsibility.

The work, at first glance, is simple: to find mystery shoppers or select them from the company's base, provide them with instructions for visiting the store and compile a report on the results. At the same time, it is necessary to coordinate their work, answer questions, give advice in case of unforeseen situations, and sometimes help with filling out the documentation.

The main result of the coordinator's work is a report, which must be sent to the employer on time. And here you need to be prepared for the fact that work as a mystery shopper sometimes disappoints hired employees and they simply refuse to complete the task, citing inconvenient check times, remoteness from the place of residence, or not at all at the facility and do not provide any explanation. And then the goal of fulfilling the plan on time by 100 percent becomes unattainable.

It should be borne in mind that the curator of the group of hired agents is the link between them and the company, so all questions regarding wages and their delays will be asked specifically to him. So before responding to this vacancy, you need to really assess the level of your stress resistance.

After analyzing the feedback on the work of the coordinator, we can draw the following conclusions.

Positive moments of the vacancy:

1. This is work at home.

2. The possibility of additional earnings.

3. Payment methods are acceptable on both a bank card and a mobile phone.

4. Free training.

5. Timely payment.

Among the shortcomings are called:

1. The need to work more than specified in the requirements.

2. Untimely payment.

3. A large form to fill out.

4. Inconsistency of payment for labor.

In a word, if the coordinator takes up work in a reputable company, fulfills the plan on time, he receives a financial reward. And if the customer or mystery shoppers are not particularly conscientious, then payments will have to wait a long time, and perhaps it will not be at all. Therefore, when choosing a position, you must first search the Web for reviews about the employer company and then make a decision.

So, in the world of abundance of goods and services, we want to receive high quality products. And we strive to improve our living standards in order to surround ourselves with comfort and attention. And in this case, the "imaginary customer" is a good option to increase your income. It is great for students, moms on maternity leave and just people who are at home. And if the buyer also likes to go shopping, then this is generally a double benefit: pleasure and payment. When choosing this vacancy, remember that working as a mystery shopper is not only an additional income, but also an opportunity to improve trading standards, product quality and attitudes towards potential consumers.