In order for mystery shopping programs to work, mystery shoppers must remain mysterious. Stating the obvious, right? But it can sometimes be challenging for mystery shoppers to maintain anonymity while conducting mystery shops. Mystery shoppers have the unique task of having to act authentic and genuine during their mystery shop, while internally being impartial and professional. In some ways, it’s like acting. However, unlike acting, there’s a slim chance that a team member will become suspicious and ask, “Are you a mystery shopper?” It’s incredibly rare, but it does happen.
Some team members, who view their employer’s mystery shopping program as an annoyance, have an “us against them” attitude (don’t go down the Reddit rabbit hole on this). These team members go out of their way to identify mystery shoppers. Some businesses even implement a mystery shopping program, only to completely derail it by offering incentives to team members who manage to “spot the shopper”.
At Above Benchmark, we are very aware of the intricate dynamics between mystery shoppers and the team members they are assessing. As much as we can, we allow our shoppers to personalise their scenarios, so they have credibility. We advise our clients against tasking our shoppers with asking obvious questions that put a blinking “I am your mystery shopper” sign on their forehead. Also, it’s important for clients to avoid a pattern with their mystery shopping program. Lastly, we simplify our instructions and train our shoppers on how to present as natural, everyday customers.
However, even with the best laid plans, a mystery shopper may still be asked during a mystery shop, “Are you a mystery shopper?” Here are some ways to react to the question:
1. Keep Calm
Stay composed if a team member asks you if you’re a mystery shopper. It’s a classic team member gambit, but they probably have nothing solid on which to base the claim. Unless you went in carrying the survey form and started filling it in mid-conversation (hint: don’t do this!).
2. Acknowledge the Question Directly
When a team member asks the question, you should give a clear response. The worst thing you could do is ignore the question. That will only fuel suspicions further and make for a very uncomfortable conversation.
3. Play Dumb
This is a great response if you feel confident in your acting skills. Just ask, “What do you mean? What’s a mystery shopper?” The benefit of playing dumb is that it should promptly shut the question down because the team member will feel foolish for having asked it.
4. The Prize Response
Similar to playing dumb, the prize response will stop a Team Member in their tracks. If asked the question, you can respond with “No, is that like the hundredth shopper through the door? Did I win something?”
5. Just a Detail-Orientated Customer
This option is great for both denying it and refocusing back on the product/service. “No, I’m not. Sorry, am I asking too many questions? I just like having all the details before I buy.”
6. Show Interest
Say no, you’re not and then ask if they get mystery shoppers in a lot and what do they look like? This will get the team member talking and take the focus away from you. It will also make them realise they actually don’t know what the mystery shopper looks like.
7. Change the Topic
Deny it and then get the conversation back on track by asking a question about the product/service you’re supposed to want to buy.
After you’ve denied that you’re the mystery shopper, here’s what to do next:
– Continue or Abort
If when you’re asked, you’re almost at the end of the interaction, and the conversation is wrapping up, you should continue your mystery shop. However, if the team member asks earlier on if you’re a mystery shopper, you need to abort the mystery shop. Don’t leave abruptly, wrap up the conversation politely and leave.
– Notify Your Mystery Shopping Provider
As soon as you’re away from the location, notify your MSP and let them know what has happened. They will advise you on what to do next. It’s vital to communicate clearly. If a team member has asked if you’re a mystery shopper, it doesn’t mean you did anything wrong, but your Mystery Shopping Provider still needs to know what happened.
Every Mystery Shopping Provider will have their own policy on how to handle being asked if you’re a mystery shopper, so please be sure to follow that. This article is intended just as a guide, based on our own policy at Above Benchmark. The most important take away is: deny deny deny.
There will always be team members who try to outsmart their mystery shopping program by “outing” the mystery shopper. However, the smart thing to do if they suspect a mystery shopper would be to keep their suspicions to themselves and ace their mystery shop. Why they don’t do this is a head-scratcher to us; after all, it’s quite easy to achieve customer service standards.
If you are a potential client and would like to learn more about how we run our mystery shopping programs, please contact us. If you are a potential or current mystery shopper and would like to learn more about Above Benchmark, click here.
