Training our mystery shoppers

Complex mystery shops demand the highest standards from mystery shoppers. Therefore, transfer places great emphasis on the careful recruitment and the multilevel coaching of the shoppers it takes on.

Recommendation and application, mostly originating from the existing mystery shopper panel. Phone interview prior to first mystery shop.

Basic training:
Personal screening – in most cases together with client – based on appearance, memory test, conduct during role-play scenarios. Preliminary authorization as a transfer mystery shopper.

Trial phase:
Participation in relatively simple mystery shops. Verification of internal plausibility and external validity (comparison with results of experienced mystery shoppers).

Probationary phase:
Participation in complex mystery shops. Introduction to direct feedback. Delivery of initial on-site coaching (sometimes accompanied). Verification calls with tested salespersons (“care calls”).

Final authorization to conduct mystery shops for transfer, with or without feedback