Many times on a shop assignment you will be required to get information that may seem simple enough to get, but may end up being more difficult than you might think. For example, while some shop requirements are satisfied by getting a simple description of the employee who helps you, other shop requirements will not pay you if you fail to get the employee’s name. Even this seems easy until you get to the shop and their name tag is turned around, or they are simply not wearing a name tag. Now you are in the predicament of asking for information that may put the idea in the employee’s head that you are a mystery shopper.
Or perhaps you are required to get information on the store’s promotions and sales. This information may be a little easier to get, as some other shoppers may inquire about this as well without seeming suspicious. However, even getting this information requires some tact and care on your part to avoid suspicion. If you are looking at the shoes and ask about promos in the lingerie department, that may seem a little odd and get the wheels turning in the salesperson’s head.
So what should you do? Before you set foot in the shop location, run through the shop scenario in your head and try to think about possible issues that may arise. If the employee’s name tag is turned around, can you simply ask them to turn it over? Or will you just keep your eyes trained on the name tag in hopes that you can catch a glimpse of it as the salesperson moves around? These are probably not the best ideas. If you need to get information about promos for the entire store, should you ask about the promos as you are checking out? This may seem a bit more suspicious than asking about them as you enter the store.
Think of creative ways to approach each scenario. If you are shopping with an older child, you can simply ask the child to ask their name as children tend to inquire these things on a regular basis. If the employee answers the phone, listen to their greeting, “Hi, thanks for calling ABC Store. This is Sam.” Or try the old stand-by of, “You look awfully familiar. What’s your name?” When you try this one, you may want to elaborate a bit and continue the conversation after you get the name to keep from looking too suspicious, such as “Did you work at XYZ store before you worked here?”
For promos and product information, be sure you are in the correct department in the store, looking at the appropriate merchandise to correspond with your question. You may even want to have a story planned out ahead of time. For instance, if you are doing a shop where you have to try on running shoes and your appearance doesn’t present you as an avid runner, have a story that you are joining a gym or a training program. If you are doing a shop for a mini-van but are single with no children and arrive at the dealership in a two-seater car, this may seem suspicious. However, as a mystery shopper you can play any role you want or need to, provided you have a good story worked up ahead of time. So Ms. Single with No Kids has just turned into a mother of four who crams all her kids into a compact sedan and needs more space. Her regular car broke down, and she’s borrowed her neighbor’s car for the day. Oh, and the kids are at home with dad right now. Most salespeople will use your story as a basis for asking leading questions to try to lure you into the sale, so know your story or think fast on your toes. Know how old your “kids” are and their names, or know which gym you are joining and be enthusiastic about your decision to start running.
Whenever possible, it’s best to plan your story ahead of time, and think of possible ways around getting information. But when that fails, you need to think fast on your feet and come up with a story, or otherwise reformulate another plan in one of the private areas in the store, such as the bathroom or fitting room. Once you have a new plan of action, head back out to the main area of the store and complete your shop.
So far I haven’t run into any “get the name or no pay” yet. Most shops I have done say if I can’t get the name I can give a description of the person.
I try to plan ahead with my story and have everything in my head before I approach a shop.
I did an apartment shop the other day and my instructions were to call the shop ahead of time (this is typical with apartment shops) and was told someone in the family had to be working and paying taxes.
I made the call and found myself in a situation where the apartment complex was for low income workers. Talk about thinking on my feet. I didn’t expect the gal on the phone to ask questions about income before I could arrange for a visit and tour. I managed to muddle through and get the visit and tour.
Shopping as an individual is no different than running a business whether it is a corporation or proprietorship. You have to be the President for scheduling/reporting: the treasurer for keeping the money straight: and the salesman doing the shops. Mystery shopping is not an easy way to riches but it is possible to make money notwithstanding the fact that they are all very daunting tasks. If you want to set up a dialoge in the Chicago area I can be reached at michaelbu@aol.com
I have had to roles play a little when I was doing a store, and I don’t know how I did it but when the occasion calls for it, you can do it and the best way I found out how to do is focus mainly on that shop you are going to do and I mean to really focus not so much that you loose focus but enough that you can relax with it and do what you need to do. I am sure other people have different ways of doing it and I would like to know some of them. It would be nice to learn other techniques.
My fiance tells me that this is one of my biggest strengths for this type of work… I can fib my way through almost anything. LOL! Not that I lie in my real life, but that I can think quickly and come up with a believable story during shop situations. He has been with me on some shops when I have been thrown curveballs and had to think fast and add a different layer to my shopper story. Always try to stick close to your real life story or situation unless you are comfortable sharing a completely different life with your targets. Practice makes perfection too. I just introduced a friend that has been laid off to mystery shopping and she has tagged along on some of my shops to get a feel for the work before accepting her first job. She says watching me has helped her with what to say and how to say it. I like being able to portray someone else, even someone slightly different from the real me occasionially. Variety is the spice of life, they say! LOL! Have fun while you are working!
I have gotten the old, Sorry but since you didn’t get the name, we can’t pay you. I know I would think something was weird if I was working in a bank and someone asked my name who just wanted a roll of quarters. If companies don’t want me to be a known shopper, it seems goofy for them to make such a requirement.
I AM LIKE VALERIE I TOO STEP UP TO ANY PROBLEM. MY FAVORITE TO FIND OUT THE NAME OF SOMEONE IS TO ASK AND THEN TELL THEM THAT THE WORLD IS SO IMPERSONAL THAT I LIKE TO KNOW THE NAME OF THE PEOPLE I AM DEALING WITH. ANOTHER IS IF SOMEONE IS SUPPOSE TO HAVE A NAME TAG ON AND DOSEN’T I SIMPLY POINT THAT THEY MUST OF LOST IT AND DID NOT KNOW IT. IF THEY SAY THEY FORGOT I USE THE ABOVE TIP ABOUT WANTING TO CALL THEM BY THEIR NAME.
I once did a restuarant shop , where I had to see what the manager was doing if said mgr. did not come around to greet, which she did not. I saw no one who seemed to be the mgr. I asked the waitress if she liked her job and how long she’d worked there, and if they were hiring? I said I had a niece looking for work. She gave me the mgr. name , described her and, suggested my niece come later that day.I was able to write it down as to having to remember, as that is what aunty would do for niece. My friend who dined with me was amazed at my nerve. Hey, you do what you gotta do.
To secure the name of an employee, I use the scenario that they look familiar, and ask did they ever work at X company. What I find difficult is there is a shop I regularly do at a furniture store, and I am to try and meet the manager and get their name. When the sales person has done a great job, I just ask the employee if I can speak with their manager to tell them what a great job the employee did. However, when the employee’s performance was not impressive and the employee can feel it, I find it difficult to justify asking to speak with the manager. I’m concerned the employee will think I am going to complain about them. It just becomes awkward. Any suggestions from anyone would be helpful.
One shop in a clothing store, involved trying on something in the fitting room and the SA did as perfect a job as anyone could possibly do. When she answered the phone I overheard her identify herself by a name, so I thought I had it. I submitted a very detailed report. The company informed me that they could not pay for the shop since no one by that name worked there! Two hours work out the window.