Interaction Protocols
Core Communication Principles
- Be polite and respectful
- Follow normal customer interaction patterns
- Ask standard customer questions
- Avoid excessive conversation
- Do not reveal you are a mystery shopper
What to Avoid
- Interrogating staff
- Making staff uncomfortable
- Drawing unnecessary attention
- Asking leading or suspicious questions
Maintaining a Neutral Demeanor
Emotional Control
- Stay calm and composed
- Do not react dramatically to service issues
- Maintain a consistent, neutral tone
- Avoid showing frustration or excitement
Professional Boundaries
- Stick to your role as a customer
- Do not offer unsolicited advice
- Keep interactions brief and natural
- Focus on observing, not critiquing
Dress Code Expectations
General Guidelines
- Dress appropriately for the business type
- Blend in with typical customer appearance
- Avoid overly formal or casual extremes
- Neutral, clean, and professional attire
Specific Considerations
- Retail: Casual, store-appropriate clothing
- Fine Dining: Business casual
- Banking: Conservative, professional dress
- Healthcare: Neat, understated attire
Customer vs. Shopper: Key Differences
As a Customer
- Genuine service interaction
- Natural, relaxed approach
- Typical customer expectations
- Seeking standard service experience
As a Mystery Shopper
- Intentional, structured observation
- Collecting specific performance data
- Following precise evaluation criteria
- Maintaining professional objectivity
Golden Rule:
Act like a customer, observe like a professional. 🤝
