Tammy's Tip of the Week

Secret Shoppers

The power of a Secret Shopper gives you the insight of how a person right off the street views: your store, your employees, or even yourself.

Here is what you already know: all your closed sales and the customers that you personally helped. The more questions you ask your closed customers the better you will help all future customers.

What you don’t know: how the customers that leave your store and never return may be thinking; what they thought of you and your staff; or did they think your restroom was clean. Okay, so most of your customers do not use your restroom, but, for those who do that’s where your store could be judged the most. Upgrade the toilet paper and paper towels, put a beautiful picture or advertising on the wall , make sure it has a pleasant scent.

Who would make a good Secret Shopper? Well, there are many companies in which you could hire a Secret Shopper (just do a quick Google search), college students, teachers, other retail store owners (from any industry, you could even trade secret shopping services).

What will a Secret Shopper cost? Depending on your needs expect to pay anywhere from FREE to $30.00.

How do I know that the Secret Shopper will ask the right questions? Compile your requirements beforehand. The Secret Shopper may deviate a bit, but that would be so they don’t give themselves away.

Will I know I am being shopped by a Secret Shopper because of all the question they are asking or ask to use the restroom? Hopefully, all customers are treated like a Secret Shopper. If this is done you have nothing to worry about.

It would be best if even the owner or person looking for input from the Secret Shopper does not know who the Secret Shopper is. If you do know the Secret Shopper and they come into the store while you and someone else are working let the someone else help the customer and help out where needed.

This list below has been compiled by asking random people on there thoughts on why they buy from a particular retailer:
* Clean inviting store
* The latest styles
* Friendly staff
* Knowledgeable staff
* When shopping with children, the store offering to amuse the kids. Ex. Coloring books, movies, large legos, reading books. But, not babysitting.

Sincerely,
Tammy A. Weaver
Futon Association International
www.futon.org