Final Exam

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1. What is the primary purpose of mystery shopping?

A) To advertise new products

B) To discipline employees

C) To evaluate customer service, compliance and operational processes

2. When did mystery shopping originate?

A) 1940's

B) 1920's

C) 1960's

3. Which of the following is NOT a role of a mystery shopper ?

A) Gathering unbiased feedback about a business

B) Implementing new policies for businesses

C) Acting as an undercover customer

4. Who is a mystery shopper?

A) A store manager who evaluate employees

B) A customer who voluntarily gives feedback

C) An independent contractor hired to evaluate customer service, product quality, and overall business operations while acting as an ordinary customer

5. What is the primary purpose of Video Mystery Shopping?

A) To provide high-resolution video and audio of actual customer experiences

B) To replace traditional customer service training

C) To promote new products in a store

6. Which of the following is a key skill for a successful Mystery Shopper?

A) Confronting employees when they provide poor service

B) Noticing small details such as staff behavior and product placement

C) Taking frequent breaks during an assignment

7. If a Mystery Shopper forgets to provide a required detail in their report, what could happen?

A) The client may not receive the report

B) Their payment may be reduced

C) All of the above

8. What should a Mystery Shopper do if they cannot complete an assignment they have already accepted?

A) Ignore the assignment and move on to another one

B) Ask a friend to complete the assignment for them

C) Inform the company at least 24 hours in advance so it can be reallocated

9. What is the best way for a mystery shopper to record their observations without being detected?

A) Take out a notebook and write details while inside the store.

B) Memorize key details and record them after leaving the location.

C) Ask the employees to repeat information multiple times.

10. Mystery shoppers should prioritize which of the following ?

A) Their personal opinions over facts

B) Criticizing staff behavior

C) Documenting exactly what happened during the visit

11. What is the primary reason confidentiality is important in mystery shopping?

A) To protect client information and maintain trust

B) To make assignments easier

C) To increase shopper compensation

12. If a purchase is required during an assignment, what must a shopper do?

A) Ask the cashier for a discount

B) Keep the receipt and submit it for reimbursement

C) Refuse to buy anything

13. What is a key ethical responsibility of a mystery shopper?

A) Sharing client details with competitors

B) Protecting sensitive information

C) Criticizing the company on social media

14. What should a mystery shopper do if an employee asks if they are evaluating the store?

A) Admit they are a mystery shopper

B) Change the topic and continue their assignment

C) Ask the employee for their opinion on the store

15. What are the skills of a mystery shopper ?

A) Strong communication skills

B) Time management and observation skills

C) All the above

16. What are the qualities of a mystery shopper ?

A) Professionalism

B) Discretion, Reliability

C) All the above

17. What are the types of mystery shopper ?

A) Video, Telephone

B) Online, In person

C) All the above

18. A mystery shopper is assigned to evaluate a high-end retail store but notices that the service they receive is vastly different from that provided to another customer who appears to be a VIP. What is the most appropriate course of action in their report?

A) Describe only their personal experience without mentioning the differing treatment of other customers.

B) Include detailed observations of both interactions, ensuring the report remains objective and factual.

C) Confront the store employee about the discrepancy and include their explanation in the report.

19. During a mystery shopping assignment at a financial institution, the mystery shopper is required to inquire about a loan product. The employee provides misleading information that could impact customers financially. How should the mystery shopper handle this situation?

A) Report the interaction exactly as it occurred, including the misleading details, but refrain from making assumptions about intent.

B) Modify the report slightly to avoid making the employee look bad while still indicating that some details were unclear.

C) Record the conversation discreetly and submit it as evidence, even if it violates the company’s policy

20. A mystery shopper is assigned to evaluate a high-security corporate office where visitor entry is tightly controlled. The assignment requires them to observe customer service interactions at the reception desk, but they are denied access to the building. What is the best way to proceed?

A) Leave and submit a report stating that the assignment could not be completed due to access restrictions.

B) Contact the employer and ask for special authorization to enter the building under a different pretense.

C) Observe as much as possible from the public areas, noting the staff’s approach to handling visitors and their adherence to security protocols.