Who is the mystery shopper and his responsibilities

The content of the article

• Why mystery shoppers are needed
• What and where to buy
• Profession Features
• Duties
• Mode of operation
• Average earnings
• Mystery shopper working day
• Verification Report
• Key Points
• The nuances of filling
• Cost recovery
• On the road
• For shopping
• To headset
• How to become a mystery shopper
• Advantages and disadvantages of working as a hidden verifier

Job advertisements do not say who the mystery shopper is, but the number of such vacancies is growing. We are talking about a person who, under the guise of an ordinary client, visits a certain institution and collects information there that interests the customer.

Why mystery shoppers are needed

Secret checks are ordered by large trading organizations, the media, and competing companies. This is done in order to find out whether high-quality services are provided, how the staff serves customers, when they are not watching.

Before the official audit, as a rule, all violations are eliminated.

But the person who came to the institution under the guise of an ordinary buyer, can convey to the customer the information that interests him in full.

What and where to buy

The object of marketing research may be:

• clothes, furniture, appliances, products;
• service in places of rest or catering;
• the service provided by the institution (cinema, entertainment complex, beauty salon, etc.);
• service (how the seller behaves in various situations);
• cleanliness of the room;
• phone call or online purchase.

Profession Features

Understanding what a mystery shopper is is easier when learning about his responsibilities. By remembering the basic requirements, a person will be able to quickly adapt to an interview with a customer, clearly state their positive qualities.

Duties

They are determined by the customer. The management of a company that hires an “auditor” does not always communicate in person. The interview may be conducted by a representative. The list of actions of the employee is voiced orally.

It will be better if you ask to state the requirements in the contract in writing. So you will be protected by law in the event of a dispute or apparent fraud.

Mode of operation

Working hours are not fixed in the contract. It is necessary to clarify with the customer what are the distances to the inspection sites and how much should be carried out at each point. Then you need to consider the time to compile a report.

As a result, conclude whether it is realistic to invest in the timeline, and whether you are satisfied with the promised payment for the hours worked.

Average earnings

One check can cost from 400-500 rubles. up to several thousand. The amount of salary depends on the complexity of the work. The average “secret agent” 4-5 checks per month bring about 10 thousand rubles. Some customers limit the number of “revisions” per person. This is to ensure that the analysis in the report is not superficial or identical..

Sometimes the payment includes goods or services received by the employee.

For example, the value of the purchased electric kettle or made manicure will be subtracted from the amount of earnings. Consultation of a lawyer or private doctor, if it concerned personal matters, may also be part of the salary.

Mystery shopper working day

1. Visit specified place.
2. Purchase of goods or order of services.
3. Hidden recording of what is happening – shooting on a photo or video.
4. Payment.
5. Photographing a check.
6. Writing a report.

Verification Report

Most employers give no more than a day to prepare such a document. In order to make the report not cause difficulties, a buyer’s ready questionnaire is needed. When concluding the contract, the employee will be given a template to fill out.

In the questionnaire, verification criteria are prescribed – opposite each specific requirement, a rating is set on the scale proposed by the customer. Suppose that the taste of the dish you tasted in a restaurant deserves 7 points out of 10, and the care of the waiter is 9.

This should be recorded with comments, why such marks.

Key Points

Comments on scores cause difficulties for beginners. To write a text in a few minutes, you need to know what will interest the customer.

An important point: employees of the company where the verification is ongoing should not suspect that the mystery shopper is working.

On the “revision”, be sure to pay attention:

• how much time you need to spend in line;
• how a service provider behaves;
• is there a difference between the declared parameters of the product and the actual;
• what is the company’s reputation among customers;
• whether the cost of the service is too high;
• are there any violations of the law.

The nuances of filling

The information specified in the questionnaire should be as accurate as possible. For this, the contractor needs to monitor the area of ​​interest to the customer. You must not write in the report that you would like to pay less for the service, or the goods seemed impractical.

I will have to clearly argue my discontent.

This will help to understand why the competitors of the employing company are in a winning position and correct mistakes..

Cost recovery

Compensation for the value of the goods and other costs associated with the “audit” may be full or incomplete. It depends on the customer company. It is desirable to fix such a moment in the contract..

On the road

Transportation costs to mystery shoppers are rarely compensated. The applicant for the role of “agent” is shown a map of the location of the points. He can decide whether it is convenient to get by public transport or not do without a taxi.

If the cost of moving is too high, it is possible that the driver of the company in his spare time serves hidden customers. With this solution, the travel schedule is made by the employer.

For shopping

When making purchases, you need to invest in the budget formed by the customer. Otherwise, further costs will have to be borne by.

Before concluding an agreement, you need to understand:

• when the money arrives at the card;
• whether to return the goods;
• is there a fee.

If the money is transferred only after receiving the report, the contractor will be forced to spend a lot of personal funds.

When returning the goods, they will not return to the card immediately – you need to wait a few days. Sometimes there are problems with financial institutions – a personal visit to a bank branch is required.

Some employers offer this model of cooperation: the purchase remains to the contractor, while the salary is not issued. For example, a person may conduct an “audit” for a free massage or new kitchen appliances.

To headset

To conduct a check, you need a video camera, camera or clothing when there is a dress code in the establishment. If a person who wants to become a secret buyer has his own technique, the employer takes it positively. Sometimes you need a headset that is expensive, and not everyone has it.

Companies do not reimburse costs – they can provide the necessary items for temporary use.

How to become a mystery shopper

Invitations to work as a “hidden auditor” are on all major classified sites. To avoid unpleasant situations, it is better to respond to proven vacancies, where there are many positive reviews. Such work is additional – a student can do it, combination with another position is permissible.

Do not take orders as the main burden – earnings are unstable.

Requirements for becoming a mystery shopper:

• higher education;
• age not younger than 18 years;
• sociability;
• observation;
• good memory;
• an objective look at what is happening;
• ability to hide emotions.

Advantages and disadvantages of working as a hidden verifier

Positive aspects of the “spy buyer” work:

1. The ability to independently set the time.
2. Getting free services.
3. Access to closed institutions.
4. The probability of high earnings per hour (about 500 rubles.).

Disadvantages of the profession:

1. Deprivation of insurance.
2. The risk of not meeting deadlines.
3. Underemployment.
4. When completing a task, you have to spend your own money.