Mystery
shoppers are basically professionals who can be independent contractors, part-time
employees or permanent employees. A mystery shopper is not only hired by large
retail chains, restaurants, hotels but also by banks, government offices, airports,
hospitals, movie theaters, life insurance firms, etc. to check the quality of
their customer service. These mystery shoppers check the store by actually stepping
in and purchasing some product or service. They carry a set of standard questionnaires
or checklists based on Key Result Areas (KRAs) and evaluate the performance on
various criteria like do customers feel welcome, how well and within what time
they are greeted, does the salesperson have knowledge of all the products and
services available there, level of demonstration, are they able to understand
the needs of customers, how well they are dressed and their general etiquette,
are the products displayed properly; and they also observe the environment, safety,
cleanliness and general customer service issues. Experiences of these people,
in the form of a report is sent to high level management for their perusal. Sometimes,
companies also ask these ghost shoppers to carry hidden video cameras with them.
These mystery shoppers get handsome remuneration per visit ranging from Rs. 250
to 1,000 when high-end products are involved while getting freebies from pricey
stores, dining at exquisite restaurants or free lodging in expensive hotels.
This
profession is gaining momentum mainly because these people are paid to observe
and complain. It requires less time so this is becoming a favorite of housewives,
students and others who do not want to get tied up to typical office timings.
Those who have panache and fervor to enhance the customer service and the quality
of the product can plunge into secret shopping.
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