Mystery shoppers

Retailers send out employees to shop at competitors' stores. The purpose is to observe fixture layouts, merchandise displays, store traffic and special promotions. Some organisations even send out especially trained staff to pose as customers. In the latter case the interest is in the quality of the customer service. A mystery shopper not only observes a shopping environment but also observes how employees react and behave based on the shopper's actions. It could involve visiting a bank and reporting that one had left at home (many miles away) one's wallet and cheque book and requesting emergency cash. Some large retail organisations employ many part-time mystery shoppers.

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