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Mystery Shopping by Craig Ehrlich

Mystery Shopping by Craig Ehrlich. 圖資三 B96106007 廖元敏 圖資三 B96106022 徐宜安 圖資三 B96106041 周式萱. Outline . What is mystery shopping? Why use mystery shopping? What items are evaluated? Film Controversies Mystery shopping laws. What Is Mystery Shopping? . Secret Shopping

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Mystery Shopping by Craig Ehrlich

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  1. Mystery Shoppingby Craig Ehrlich 圖資三 B96106007廖元敏 圖資三 B96106022徐宜安 圖資三 B96106041周式萱

  2. Outline • What is mystery shopping? • Why use mystery shopping? • What items are evaluated? • Film • Controversies • Mystery shopping laws

  3. What Is Mystery Shopping? • Secret Shopping • The practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality (MSPA)

  4. Why Use Mystery Shopping? • Evaluate your own service • Evaluate a competitor’s service • To know how your customers perceive your products and services compared to that of your competitors.

  5. What items are evaluated? • greeting • customer service • facility cleanliness and orderliness • speed of service • product quality • employee product knowledge……

  6. FilmMystery Shopping Improves Customer Service http://www.youtube.com/watch?v=xOtzhxfM8dk

  7. Controversies • Does it violate the employee’s right to privacy? • Does it run afoul of employment law?

  8. Mystery Shopping Laws • For Recording Telephone Mystery Shops (vary by states) 1. “no consent required” 2. “one-party consent required” 3. “dual-party consent required” 4. use the state requirements of the more restrictive statutes and laws.

  9. Mystery Shopping Laws • For All Mystery Shops Performed in the State of California 1. Mystery shop results cannot be used as the sole source for disciplining shopped employees 2. A copy of the shop itself must be presented to the employee

  10. Thanks for your listening 

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