How to Be Mystery Shopper - Job Description, Skills, and Interview Questions

Jun 23, 2023 / 5 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

Links

The rise of online shopping has caused a decrease in traditional retail stores. This has had a significant impact on the economy, as fewer people are employed in the retail sector, and many businesses struggle to stay afloat. it has affected consumers, as they no longer have the experience of going to the store and interacting with employees who can provide assistance.

To combat this, companies have implemented mystery shopper programs to measure customer service and create an enjoyable experience for shoppers. This allows customers to feel more satisfied and encourages them to continue shopping in traditional retail stores.

Steps How to Become

Research mystery shopping companies. Start by researching mystery shopping companies and identifying which ones you would like to work for. You can find mystery shopping companies online or in the yellow pages.
Register with a company. Once youve identified a company that youd like to work for, youll need to register with them. This usually involves filling out an online form or providing contact information.
Complete a shopper application. The application will ask for information about you, including contact information, availability, and any experience you have as a mystery shopper.
Pass the background check. Most mystery shopping companies require applicants to pass a background check. This is usually done by verifying your identity and checking your criminal history.
Receive certification. Once youve passed the background check, youll need to receive certification. This may include taking an online course or attending an in-person training session.
Take assignments. After receiving certification, youll be able to take assignments from the mystery shopping company. Assignments usually involve visiting stores, restaurants, or other businesses and providing feedback to the company.
Provide feedback. After completing an assignment, youll need to provide feedback to the mystery shopping company. This may include completing an online survey or providing written comments about your experience.
Get paid. Finally, youll get paid for your efforts as a mystery shopper. Payment may vary from company to company, but you should always expect to receive payment for your time and effort.

There are several ways to become a skilled and efficient mystery shopper. The most important factor is to have a thorough understanding of the task at hand. This means researching the company, the products or services they offer, and the environment they provide.

having strong communication skills is essential in order to effectively ask questions and listen to responses. Furthermore, it is important to be organized in order to keep track of information and remember details. Finally, it is necessary to be flexible in order to adjust to different situations and customer needs.

By following these steps, a mystery shopper can become more skilled and efficient in their role.

You may want to check Stock Shopper, Delivery Shopper, and Retail Shopper for alternative.

Job Description

Assess customer service quality in retail stores and restaurants by posing as a customer and providing feedback.
Evaluate the cleanliness and organization of retail stores and restaurants.
Monitor the accuracy of pricing and product display in retail stores and restaurants.
Test customer service phone lines to ensure that calls are answered promptly and professionally.
Collect customer feedback by conducting surveys or interviews.
Analyze customer data to identify areas for improvement.
Write reports summarizing findings and deliver recommendations for improvement.
Monitor staff performance to ensure adherence to company standards and policies.
Provide feedback to store or restaurant managers regarding personnel performance.
Analyze the effectiveness of advertising campaigns in retail stores or restaurants.

Skills and Competencies to Have

Attention to detail
Observation skills
Excellent communication
Ability to follow instructions
Professionalism
Discretion
Analytical thinking
Problem solving ability
Flexibility
Interpersonal skills

The ability to be a successful mystery shopper is largely dependent on having a keen eye for detail and the ability to objectively observe and report on customer experiences. It is essential for mystery shoppers to be able to remain impartial and provide accurate, unbiased feedback. it is important for mystery shoppers to have strong communication skills in order to effectively relay the information that they have gathered to the company for which they are working.

Lastly, having the ability to think flexibly and creatively is also essential for mystery shoppers in order to be able to troubleshoot any issues that may arise during the process of gathering data. All of these skills are essential for a successful mystery shopper as they ensure that accurate, reliable feedback is provided that can then be used by companies to improve their customer service.

Specialty Shopper, Professional Shopper, and Senior Shopper are related jobs you may like.

Frequent Interview Questions

How did you find out about this Mystery Shopper position?
How well do you understand the expectations of a Mystery Shopper?
What experience do you have in the retail or customer service industry?
How do you think your attention to detail and observational skills will benefit this job?
Can you provide examples of times youve gone above and beyond for a customer?
What steps would you take to ensure accuracy in reporting all findings?
Are you comfortable working independently and following through with tasks assigned?
Are you familiar with any Mystery Shopping software programs?
How do you handle difficult situations or complaints from customers?
What are your thoughts on the importance of providing honest feedback in Mystery Shopping reports?

Common Tools in Industry

SurveyMonkey. An online survey platform used to create and distribute surveys to obtain feedback from customers. (eg: Use SurveyMonkey to collect customer feedback on the quality of service at your store).
Qualtrics. An online survey and research software platform used to collect, analyze and report data. (eg: Use Qualtrics to measure customer satisfaction in the retail industry).
Customer Thermometer. A customer feedback tool that allows businesses to measure customer satisfaction. (eg: Use Customer Thermometer to track customer sentiment after a specific product launch).
Net Promoter Score (NPS). A metric used to measure customer loyalty and satisfaction by asking customers to rate on a scale of 0 to 10 how likely they are to recommend a company or product. (eg: Use NPS to measure customer loyalty and satisfaction with your online store).
Usabilla. A user experience feedback tool used to collect feedback from customers and users on the usability of digital products. (eg: Use Usabilla to collect feedback on website usability and design).

Professional Organizations to Know

Association of Certified Fraud Examiners (ACFE)
American Society of Quality (ASQ)
International Association of Professional Mystery Shoppers (IAPMS)
Mystery Shopping Providers Association (MSPA)
National Retail Federation (NRF)
Institute of Internal Auditors (IIA)
National Association of Professional Background Screeners (NAPBS)
Council of Better Business Bureaus (BBB)
Retail Industry Leaders Association (RILA)
American Marketing Association (AMA)

We also have Bulk Shopper, Grocery Shopper, and Pickup Shopper jobs reports.

Common Important Terms

Mystery Shopping. An evaluation method of customer service and product quality in which a customer, known as a mystery shopper, visits a store or restaurant undercover and reports back on their experience.
Mystery Shopper Report. A detailed report created by a mystery shopper that outlines their experience, observations and impressions of a particular store or restaurant.
Mystery Shopping Company. A company that provides mystery shopping services to businesses.
Mystery Shopping Program. A program that utilizes mystery shoppers to evaluate customer service and product quality in stores or restaurants.
Evaluation Criteria. The criteria used to evaluate the customer service and product quality at a store or restaurant, usually set by the mystery shopping company.
Standards of Performance. The standards of performance set by the mystery shopping company that a store or restaurant must meet in order to pass the mystery shop evaluation.

Frequently Asked Questions

What is a Mystery Shopper?

A Mystery Shopper is a person hired by a company to pose as a customer and evaluate the customer service or quality of products provided by a business.

What are the benefits of being a Mystery Shopper?

Benefits of being a Mystery Shopper include getting paid to shop and eat out, discounts on products and services, free meals, and gaining valuable experience in the customer service field.

What qualities make a successful Mystery Shopper?

Qualities that make a successful Mystery Shopper include attention to detail, excellent communication skills, ability to remain objective and impartial, and an understanding of customer service standards.

How much do Mystery Shoppers get paid?

The amount Mystery Shoppers get paid varies depending on the job and the company. Generally, Mystery Shoppers are paid an hourly rate or a flat fee for each job.