How to Handle the Secret Shopper

     Now that you know how to recognize a secret shopper, you need to know how to work with them so that you can get the best possible grade on your evaluation, and then brag about it in front of your co-workers. In order to blow the socks off a secret shopper, you pretty much need to follow those stupid “how to interact with our guests” posters that are pinned up all over the break room. But, if you ignore those posters like everyone else, try doing these things.

• Have fun with the secret shopper. Unless they have a stick up their butt, secret shoppers like it when you interact with them like you would one of your friends. Just don’t drop a bunch of f-bombs or talk about how wasted you were last night. But if you talk with them on a personable level, chances are they’ll go easy on you when they fill out their report.
• Show the secret shopper a variety of different products that will match their needs. Secret shoppers like to have choices, especially since they’re being paid to shop. Also, inform the secret shopper of any promotions or sales you have going on, even if the promotion has absolutely nothing to do with the products they’re interested in.
• Check in with the secret shopper. Once you establish communication with them, don’t just ignore them until they check out. Wait a couple minutes, and then come back at least once and ask them if they need any help or anything like that. Secret shoppers don’t like to be left alone for too long.
• When they go to check out, ask to sign up the secret shopper for the rewards card you’re absolutely fed up with trying to push. If anything, this is one of the most important steps. Ask them if they’re interested in any add-ons or impulse buys, and then once you ring them up, do not give them the wrong change. Finally, thank them and invite them back.

It’s as simple as that. Just do what you’re actually supposed to do with every customer, and you should be fine. Crazy, isn’t it? Just keep in mind that not all secret shoppers can be hardasses who want to ruin your day later. Some are quite talkative if they have nothing better to do in their life other than be a secret shopper. Sometimes they can be pretty fun, and sometimes, they can be just as nervous or bashful as you. One time, I sold a bottle of lube to a secret shopper, and when the evaluation came back, she said that she bought “massage oil.” Something was being massaged all right.