Best practices
After receiving an assignment, the BEST shoppers acquaint themselves with the shop:
| • | Read the directions thoroughly; |
| • | Read the categories and questions of the shop thoroughly; |
| • | E-mail (preferred) or call the scheduling office with any concerns or questions. |
The BEST shoppers immediately schedule the shop (s) into their week. The BEST shoppers allow plenty of time to complete the shop before the deadline — they never procrastinate! Contracts depend on all team members turning in work for pre-arranged deadlines. (This is the #1 problem plaguing our industry.)
Right before the shop, the BEST shoppers go over all the material again. They jot down important notes on a small piece of paper or index card, so they can refer to it in the facility without being noticed; they are conscientious not to forget anything. The BEST shoppers only know what to shop for by reading the questions of the evaluation. For example, "Did the sales associate overcome an objection in a skillful manner?" A shopper would only be able to score this had they first brought up an objection, like price or fit, etc, to the sales person.
The BEST shoppers know it is critical to create a scenario before they enter the location. Every applicable category must be met in order for the associates being evaluated to have a fair opportunity.
The BEST secret shoppers don't feel awkward being in the store longer than usual. They know how to look occupied in order to get precious, additional information. They include all pertinent information corporate would want to know.
They always conduct themselves in a professional manner, no matter what level of service they receive. They would never complain at the time of a shop. They are the BEST because they know what is appropriate behavior. In addition, they would not be overt in any way, in order to be anonymous for the months to come.
The BEST shoppers always get every associate's first name. There are NO EXCEPTIONS to this. NO NAME, NO PAY! Here are some tricks of the trade:
| • | What is your name? |
| • | You look familiar, do I know you? Have I met you before? |
| • | Is your name Paul — don't you workout at my gym? |
| • | Gosh, the manager looks so familiar, what is his name? Or call the store as soon as you leave and describe the associate and the department...tell them they were helping you with something and you wanted to write a nice letter. |
Be creative; remember again: no name, no pay, no exceptions.
Immediately after the shop, the BEST shoppers go somewhere to sit quietly and have coffee or a soda. They write detailed notes and review the evaluation questions to make sure they haven't left anything out. They know critical information will be lost if they wait even an hour later. In addition, they have put time into the shop, and they do not want to leave the vicinity without getting it right. If they have to go back and do the shop over, it is like doing it for free. Their time is valuable, so they are thorough. The only way to make money at this work is to do it well and completely the first time. If you're new, don't rush — be patient with yourself. Your speed will increase in time.
Shoppers are encouraged to keep a copy of the blank report and keep it on file. They know they are likely to repeat a project several times. Organized shoppers enjoy their work more.