Comparing Shopping Styles
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Recently I wrote a secret shop about why I would prefer to conduct a mystery or secret shop in person instead of over the phone. Well let me play devil’s advocate for the moment, perhaps conducing a secret or mystery shop in person is not the most effective way to conduct a mystery or secret shop.
Making a secret or mystery shop by phone instead of in person can eliminate that can be read such as swaggering back and forth or rolling of the eyes. These type of body language suggestions may signal if the shopper is bored or tired which could lead to frustration for the person being shopped. Believe it or not one can hear a smile through the phone by the tone of ones voice or the emphasis on certain words or phrases that are being used. It is easy to listen to whether a person is uninterested in assisting you by the phrases that they may use. Also, conducing a secret or mystery shop over the phone can ease the tension among the shopper and the person being shopped as eye contact is not being made.
Whether a secret or mystery shop is conducted in person or over the phone it is important to be professional at all times as you may be shopped at any time.
Written by Angela Perry
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