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Sector-specific

Mystery Shopping

Retail 2 pm

Introduction

Would you like to know if your business is performing well? just as you think Which one works? Or perhaps you’d like to research your competitors without them realising?

This training in Mystery Shopping is an educational programme designed to train participants in carrying out discrete and objective quality assessments of products, services and experiences across a range of business environments. The main aim of this course is to prepare students to act as «mystery shoppers» or «mystery shoppers», who visit businesses or interact with them anonymously in order to assess and provide feedback on specific aspects of customer service, service quality and the compliance with company standards.

Objectives

  • Find out what the Mystery Shopping and what is their process.

  • Assess the benefits to hire a mystery shopper.

  • Learning about the different research which can carry out a mystery shopper.

  • Find out how your competition.

Table of Contents

TEACHING UNIT 1. AN INTRODUCTION TO THE CONCEPT OF THE MYSTERY SHOPPER!

  1. I want to know what mystery shopping is!
  2. But how does the mystery shopping process work?
  3. Advantages and disadvantages to bear in mind
  4. The many benefits of the mystery shopping technique

TEACHING UNIT 2. HOW DOES A MYSTERY SHOPPER GO ABOUT THEIR WORK?

  1. Face-to-face research
  2. Telephone survey
  3. Online research
  4. Mystery Dinner
  5. Mystery Guest
  6. Mystery Patient

LEARNING UNIT 3. CAN I USE IT FOR MY BUSINESS AND TO ANALYSE THE COMPETITION? YES!

  1. In-house mystery shopping: I want to know how my company works!
  2. Benchmarking: I want to find out what the best business practices are!
  3. I want to know how my competitors operate!
  4. Mystery Shopping Evaluation
  5. How can I tell if a competitor has hired a mystery shopper to investigate my business?

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