MYSTERY SHOPPINGMystery shopping is a form of observation which takes place with the participation of a disguised customer who collects data and impressions about the service provider an
Trang 1MYSTERY SHOPPING
Mystery shopping is a form of observation which takes place with the participation of a disguised customer who collects data and impressions about the service provider and its staff in a real situation (e.g a visit to the company, a purchase or a phonecall to the customer service) By the method of disguised purchase it is possible to get results and conclusions that can effectively improve the procedure of handling customers
thus enhancing customers’ satisfaction
In the course of mystery shopping the interviewer visits the company in question or calls its customer
service as a client Based on a pre-planned scenario they make a purchase or generate a problematic
situation After the mystery shopping the customer (impersonator) record their experiences and opinions by filling in a questionnaire within 15 minutes Mystery shopping in the classical sense implies asking for
information or problem solving at the point of sale or customer service, however, sometimes it involves the
actual purchase of the product or service Complex mystery shopping isincreasingly popular with
domestic service providers where their customer service is tested personally, on the phone and online as
well
Mystery Shopping can be used as the solution to a number of business issues You might be:
a franchisor wishing to ensure your franchisees are upholding your brand values
a retailer who needs to know how well your outlets conform with your policies
an insurer who wants to know what premiums your competitors are charging
a financial services company ensuring advisors comply with regulations
a business wanting to know how your competitors respond to enquiries
an airline who wants to monitor flight attendant performance
We’ve pretended to be betting shops, scientists, installation engineers, bikers, students, foreign doctors,
hairdressers, plumbers, dentists, caravanners and every flavour of small business We even have our own dummy businesses with websites.
We’ve set up plumbing blockages and car faults We’ve cheated in exams (to check the invigilators are
alert), parked illegally (to test the council’s parking wardens), shoplifted (to check the security systems)
and gone on timeshare holidays We’ve parked bicycles to see how quickly they get stolen (quickest was 75 minutes – in Croydon)
We’ve been pregnant, bankrupt, hard-of-hearing, teenagers looking for contraception, pensioners
buying insurance and trainee teachers We’ve recruited Chinese gamblers, housing tenants, disabled mystery shoppers and males to take the last dance at a lap-dancing club.
Sources:
http://www.nrc.eu/eng/Methods/misteryshopping
http://www.mystery-shoppers.co.uk/
Example:
OK, then, let’s get started
First of all, good afternoon, everyone Thank you for coming I’m very happy to see so many of you here today.
My name’s Mydear Watson and today I’d like to talk to you about mystery shopping
Let me tell you first what Mystery shopping is.Mystery shopping is a form of observation which takes place with the participation of a disguised customer who collects data and impressions about the service provider and its staff in a real situation
VOCABULARY BUILDING
Task 2 Definitions
Match the meanings below with a corresponding phrase in the text
1 a company who allows its partners to use their brand and logo
2 a given company
3 a way of doing sg
4 according to the traditional definition
5 during
6 feelings and thoughts about sg
7 following a previously invented script
8 hidden
9 how high is the insurance fee that the other companies demand
10 how the other companies handle questions from potential clients
11 several business-related matters
12 to be more and more liked by companies
13 to deal with
14 to follow, to be in accordance with1
15 to follow, to be in accordance with2
16 to improve
17 to keep up your company values
18 to write down what they saw and heard
MYSTERY SHOPPING
Mystery shopping is a form of observation which takes place with the participation of a disguised customer who collects data and impressions about the service provider and its staff in a real situation (e.g a visit to the company, a purchase or a phonecall to the customer service) By the method of disguised purchase it is possible to get results and conclusions that can effectively improve the procedure of handling customers thus enhancing customers’ satisfaction
In the course of mystery shopping the interviewer visits the company in question or calls its customer
service as a client Based on a pre-planned scenario they make a purchase or generate a problematic
situation After the mystery shopping the customer (impersonator) record their experiences and opinions by filling in a questionnaire within 15 minutes Mystery shopping in the classical sense implies asking for
information or problem solving at the point of sale or customer service, however, sometimes it involves the
actual purchase of the product or service Complex mystery shopping is increasingly popular with
domestic service providers where their customer service is tested personally, on the phone and online as
well
Mystery Shopping can be used as the solution to a number of business issues You might be:
a franchisor wishing to ensure your franchisees are upholding your brand values
a retailer who needs to know how well your outlets conform with your policies
an insurer who wants to know what premiums your competitors are charging
a financial services company ensuring advisors comply with regulations
a business wanting to know how your competitors respond to enquiries
an airline who wants to monitor flight attendant performance
Task 3 People and professions
Match the people and the professions with a related object or activity
You’ll create a short presentation on mystery shopping Here’s how.
Let’s pretend you have to hold a quick presentation about mystery shopping to
a potential client Use the raw material below as a basis to your presentation You can omit or insert anything The goal of this task is to add to the text 15 phrases from the presentation phrasebank at:
http://englishplusplus.jcj.uj.edu.pl/presentation/phrases/
Please highlight the phrases that you manage to use
Trang 2TASK 2 SOLUTIONS
1 hidden – disguised (customer)
2 feelings and thoughts about sg - impressions about (the service provider)
3 a way of doing sg - method
4 to deal with - handle customers
5 to improve - enhance (customers’ satisfaction)
6 during - Inthe course of (mystery shopping)
7 a given company- the company in question
8 following a previously invented script - based on a pre-planned scenario
9 to write down what they saw and heard - record their experiences
10 according to the traditional definition - in the classical sense
11 to be more and more liked by companies - is increasingly popular with (domestic service
providers)
12 several business-related matters - a number of business issues
13 a company who allows its partners to use their brand and logo - franchisor
14 to keep up your company values - upholdyour brand values
15 to follow, to be in accordance with1 - conform with (your policies)
16 how high is the insurance fee that the other companies demand - what premiums your
competitors are charging
17 to follow, to be in accordance with2 - complywith (regulations)
18 how the other companies handle questions from potential clients - how your competitors respond
to enquiries
TASK 3 SOLUTIONS
teenagers looking for contraception birth-control pill