One of the first questions prospective mystery shoppers ask is what kind of training is required to succeed in this industry. There are many certification programs, for example, covering everything from shopper ethics to the nuances of different client industries (including dining, automotive sales, and so on). But which of these is most important? Which ones are actually necessary?
As it turns out, none of them is required. Mystery shopper certification is almost never a requirement in our industry, which isn’t to say these courses are unhelpful for your growth as a mystery shopper, but you shouldn’t feel compelled to spend your own money to qualify yourself. Complete them if you want. Or don’t worry about them. Whatever you prefer.
But when it comes to shopper qualifications, we at The Brandt Group look for five important qualities: ability to follow instructions, attention to detail, honesty, basic writing skills, and timeliness. These matter far more than certifications. Let’s break them down:
Ability to Follow Instructions
As far as life skills go, this one is taught to us all pretty early in childhood. But we all feel the inclination to skip over the instructions, especially if they cover something we feel confident about already. That inclination is something a shopper must resist, as the needs of each client vary. Even if you’ve got loads of experience mystery shopping, a given assignment may require something special, and client needs change regularly, too, so always reread instructions in case there are any changes. Save yourself future grief by reading the instructions and asking for clarification if something doesn’t make sense.
Attention to Detail
Most mystery shopping assignments ask that you portray yourself as a regular customer or diner, so it’s easy to become so wrapped up in the experience you forget to take all the mental notes necessary for your survey. As a mystery shopper, you must always look for the details the client wants to know about—such as the length of time you waited to be greeted or the name of the employee you worked with. Remember, you must maintain two mindsets at once: that of a customer, and that of an auditor. Many shoppers rely on mental notetaking, but you shouldn’t be ashamed to jot notes down or type them into your smartphone. Just make sure you can do so without being outed by the employee. Accuracy is key.
Honesty
Speaking of, our clients rely on us for accurate information. The reports you help us prepare will be used to train their employees and may even be factored in performance reviews. At the same time, mystery shoppers are only human, and mistakes happen. If you forget an important detail like how the employee greeted you, or perhaps you went to a restaurant a half-hour earlier than instructed, don’t fudge it. Own up to the mistake by contacting your shop coordinator and admitting the error. Your coordinator will instruct you on whether something needs to be done to correct the issue. Never fabricate.
Basic Writing Skills
The ability to communicate in writing is critical to professional reporting. After all, what you have to say will be read by supervisors, managers, and even company presidents. Substandard spelling, grammar, or diction reflect poorly on your abilities as a mystery shopper, even if you’re great at everything else. After all, what good are your observational skills if you can’t convey what you saw in a comprehensible way. Take your time when completing the reports, making sure you reread everything you’ve written aloud to spot mistakes and to ensure your writing sounds natural. Check out Dean Rieck’s post titled 51 Smart Tips for Brilliant Writing for more.
Timeliness
Once you’ve requested a shop and a coordinator has agreed to assign it to you, that job has been removed from the board so that no one else can do it. If you fail to complete your assignment on the date prescribed, or if you take more than a day to complete your report, you’re throwing off that coordinator’s schedule and forcing them to work around you. Few things ruffle the feathers of a shop coordinator more than tardiness! Of course, we know that life happens, and you’re not always able to complete an assignment when you thought you could. If that happens, reach out to your coordinator and explain the situation as soon as possible. Don’t leave him or her in the lurch to wonder what happened. Communication is critical.
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We hope this advice serves you well in your future endeavors as a mystery shopper. Whether you’re new to the industry, or you’re a longtime veteran, we hope you also consider registering with us at The Brandt Group. We’re always looking to shop with dedicated, passionate consumers who are eager to have their voices heard in the marketplace. What you do helps make customer service and product quality that much better. Reach out today!
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