The mystery shopping method, which means "mystery shopper" in Russian, has been used since ancient times. It is used successfully today. The versatility and indispensability of this method lies in the fact that you can check both your sellers and competitors. In this case, you can apply for a secret buyer in special consulting companies, but you can develop a scheme of work yourself.
Instructions
Step 1
To begin with, you will need to decide on the goals of checking the seller. This can be a general check to determine the qualifications of an employee. Or an assessment of the objectivity of complaints against a particular seller. Or a comparison of the level of service in your "territory" and that of competitors.
Step 2
Regardless of the verification option, the mystery shopper must be asked a number of questions to which he must answer. It is desirable that most of these questions can be answered with a monosyllabic yes or no.
Step 3
Even if you need to check one specific seller with a certain "sin", it is better not to limit yourself to checking only this shortcoming, but to conduct a comprehensive check. Only she can give the most reliable result.
Step 4
When checking, a mystery shopper should pay attention to the seller's appearance - hairstyle, manicure, make-up, neatness of clothes, the presence of a badge, shoes, perfume.
Step 5
The next thing that mystery shopping must evaluate is the seller's speech - does he use a lot of parasitic words, does he speak clearly, etc.
Step 6
Checking the seller should also reveal how much the seller has information about what he is selling, how competently he presents the product, etc.
Step 7
Naturally, the visit of a mystery shopper cannot be one-time. Otherwise, conclusions will be hasty and may not be fair. In addition, a series of visits can be used to determine how well a salesperson can handle conflicting customers, two customers at the same time, and so on.
Step 8
For the objectivity of the assessment of the mystery shopper, it is necessary to provide means of audio or video recording. It is also important that the mystery shopping checkout questionnaire be filled out in hot pursuit.
