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Buyer with a secret
What associations arise from you when you hear the phrase "mystery (or secret), the buyer? Very similar to the name of the detective film, shot on the novel by Agatha Christie, is not it? Perhaps, for many will be opening to know that this is not a mysterious history, and the profession, which appeared in the U.S. nearly seventy years ago and came to Russia at the beginning of the new millennium.
In the field of Mystery Shopping today operates a number of companies, "fighting force" and which are the mysterious buyers. In this article, we describe that kind of profession, as she was born and how many are earning quite mystical, despite the name, but quite real employees. Searching for Childrens Bunk Beds find the best selection | Explicit is secretThe first cases of "fake buyers" were known stories in the days of ancient Rome, when the holders of market points tested so honest sellers. However, as individual areas of research Mystery Shopping separated in the forties of last century in the United States. Using the methodology was initially linked to the verification of integrity of employees and was known as Integrity Shopping (from the English. Integrity - honesty). In such inspections guide retailers sorted out, and issue a check whether the sellers in the purchase, whether the price of goods officially established, not weight wrong if buyers and sellers of stuff. Want to be an extra or actor, then look at this exploretalent scam first. | Integrity Shopping is a lot like today's audit tax services with a "check purchases" with the only difference being that the former were initiated by the company that checks the integrity of its own employees, and the second - the public authorities.The second wave of technology Mystery Shopping occurred in the seventies, when Europe and the United States, a large number of sophisticated electronic goods - televisions, audio equipment, compact receivers, electronic musical instruments, etc. This caused problems with the advice of sellers, clients and the presentation of new devices. Therefore, manufacturing companies (Sony, Philips, Panasonic, BOSH) turned to the Mystery Shopping, to assess the level of knowledge and sellers to determine in which regions, retail chains, shops, for which the sellers and for some goods needed additional training. It was at this time the U.S. has been the first specialized agency providing services to mystery shoppers. check out aviator sunglasses great deals | Development of Mystery Shopping in its modern form has coincided in time with the development of the Internet in Western countries, especially in the United States. Large networking companies such as Wal-Mart, Citibank, MacDonald's, Shell had finally an opportunity for an affordable price on a daily basis to receive via the Internet operational information about the level of customer service in each of the thousands of shops, offices, restaurants or gas stations. This information is for them to collect an army of mystery shoppers working in specialized agencies. Latest in the early 90's began to appear like mushrooms after the rain - again, mostly in the U.S., where such agencies now about five hundred. In Europe as in Russia, the Mystery Shopping industry was just beginning, and the major agencies working in this sector as we do, and in Europe is very young - most no more than five years.money making online | Mystery ServiceAs told Mikhail Kalashnikov, CEO of "your people" working in a segment of Mystery Shopping, in this country, this technology has emerged relatively recently as a result of service on the background of the economy post-perestroika Russia. Stages of development of the service, according to the classification of Mikhail Kalashnikov, as follows: 1991 - 1998 gg. Period unsystematic and inconsistent copying western suppliers of technology.In the first half of the 90's witnessed a dramatic and discouraging growth in the most diverse range of product categories - from food to cars. He was accompanied by the acquaintance of our fellow citizens with foreign standards of service and sales, which could see during the week-long vacation trip to Turkey and Egypt, and then to Europe, America, Southeast Asia. That's when the public consciousness and business culture began to penetrate the ephemeral and intractable in Russian realities "global standard of service. But a special wish of the latter-day Russian businessmen to try to reproduce it was not, and could not be. All marketing is done on a "good product (service) sells itself." The competition was conducted largely at the expense of price and advertising. 1998 - 2000 gg. Period of formation of structured interest to the consumer. Distortions in the fragile post-reform economy inevitably led the country to the 1998 default. He "ate" have primary fiscal surpluses in the population and reduced a year or two to buy expensive goods and services. However, the actual crisis was a catalyst in the development of domestic service. Intensified the struggle for a real client. Actively developing domestic marketing. Acquired by the popularity of the concept of relationship marketing. An important factor, accompanying and influencing the development of service during this period was the rapid growth of skill Russian managers. Company is actively building its own system of education aimed at improving the efficiency of personnel working with clients. The situation in the business consistent with the expression "run faster but for less money." 2001 - September 2008 period appearance in Russia technology service and monitoring Mystery Shopping.Russia's economy took on fuel and commodity focus. Improving customer service is actively involved in many market companies from "non-commodity" segments. In the labor market dictates the employer was replaced by the year 2006 dictates the employee. Against this background, increased wages unreasonably fast, but still qualified professionals, the increasing demands of the Russian companies, not enough. The growth of wealth and purchasing power of citizens, economic stability have led to the expansion and rise in price range of purchased goods. In some market segments (eg, sales of passenger cars), demand greatly outstripped supply. However, in sectors such as retail sales of telecommunication equipment, medicines, clothing and footwear, banking services, the fight for customers grew. In the middle of this period in Russia is actively expressed a company specializing in monitoring the quality of service technology Mystery Shopping. By the year 2008 in Russia of such companies had over 80. And this number continues to grow. In Moscow, there were several network agencies, conducting research Mystery Shopping on orders of multinational companies throughout the country and in the CIS countries. Improved and became more complicated technology inspections of service quality. October 2008 - present. The period of increased competition and the role of service.In connection with the global and national economic crisis, many companies are building their business on the active involvement of bank loans, lack of working capital. There is a reduction in bonuses, salaries, employee layoffs. Companies reduce the budget for recruitment and training. Expensive training of staff coming to be seen as an unaffordable luxury. Potential buyers are behaving more rationally: the number of impulsive purchases decreases. Earn by selling becomes more difficult. At the forefront of professionalism seller, its ability to identify and satisfy customer needs. Against the background of intensified competition, the role of Mystery Shopping has grown as the number of companies using this method with the help of specialized agencies. Same as we Mystery shopping, mystery shopping, hidden guest ... As soon as they are not called. But the means by these terms are the same people. They come to the shops, banks, car dealerships, and even in movie theaters and entertainment centers under the guise of ordinary customers. But in fact their aim is to evaluate the work of employees of these companies on certain criteria specified by the contracting authority checks. As Nader said Alimov, Managing Partner SERVICEMAN, operating in Russia market of Mystery Shopping since 2002, the role of undercover buyers perform regular, while very different in age, sex, income level and social status of people. Among them you can meet students, housewives and people with higher education and permanent jobs that are considering testing the role of undercover buyers as additional income. One of the most important conditions that are rightly exposed the company-customer services, according to Nadir Alimov, is a mysterious match buyers (called in SERVICEMAN «agents") of the target audience the company being audited. In other words, if the customer is the seller of youth clothing, - sent to him, young people from 20 to 25 years. With more young SERVICEMAN not cooperate, often because the level of responsibility they have is low. But even those who are quite responsible, a freshman at university, and not in a position to combine a very rich study with work in the company. If the customer acts automobile dealership, selling expensive cars, then sent there in older individuals."Generally, by age, we divide all agents into several groups: 20 to 25 years, from 25 to 30 years, from 30 to 45 years and from 45 to 60 years - said Nadir Alimov. - The last thing we men from 30 to 40 years. But the need for them is also low, often because many households purchase made by women and the secret buyers, respectively, they are acting the same (about 75% of our agents - women). Men are required except for testing gas stations. Even the dealers to check and bank customers often ask agents women. Because to find out how the consultant can communicate with the client, it is best for him not to send an advanced user, who himself knows everything, and user sluggish, ill-versed in the matter, which is necessary to "untwist" and explain everything to him. Conditions dictate ВОВАWhen in 2003 SERVICEMAN conducted its first audit of the network of supermarkets ", then for mysterious buyers gathered all in a row. Today, after six years of company policy in the selection of agents has changed. To date, only in the Moscow-based company's nearly 200 mystery shoppers. According to Nadira Alimov, this quantity is enough for about five thousand inspections conducted by a month to about 40 companies, which simultaneously works SERVICEMAN. However, since some "staff turnover" does have a place to be, a new set of people, some of which later becomes the mysterious buyer, not terminate. And if a few years ago, the company willingly took people through advertisements in newspapers and on the Internet, today - exclusively on the recommendations of friends, acquaintances and the agents themselves, who are already working. This allows you to filter out people who have worked and agents were the "black list" of other companies involved in Mystery Shopping. "Even if a person came on the recommendation, it does not mean that we hire him," - says Nader Alimov. Everyone wants to be the mysterious buyer SERVICEMAN must first be tested, which includes several stages. The first stage - it's quite hard stressful interview, during which reveals how people behave under stress and if it fits for such work. Next successfully passed the interview candidate is given an introduction about the company and that is Mystery Shopping. He has to learn it, look at the site, read. Then he was asked by the passed material.In SERVICEMAN existing standards relating to agents. It is called the "principle ВОВА" and stands for "attentiveness, responsibility, once again care and accuracy." These are qualities that are necessary for people wishing to become secret shoppers. Care is needed during the inspection, because the agent often has to evaluate dozens of parameters. Responsibility is necessary for the strict adherence to schedule inspections, which is made individually for each buyer secret. Oh, and neatness will need to fill in the questionnaire. That's just during the exam and checked all of these qualities, as well as the memory of the applicant. If this stage they have successfully passed, then he entered into the database and its agents are beginning to use as a Mystery Shopper - first inspection easier, and then, if he manages - and more complex. "There are times that people seem to meet all the criteria, but the results of its inspection shows that they differ significantly from the results of other agents that check the same company - shares the nuances of Nadir Alimov. - That is, they are either much better or much worse than conventional estimates. In this case, we are unlikely to be working with such an agent, because the data it checks will not be objective. " How earn mystery shoppers?For each test agent SERVICEMAN company receives from 100 to 700 rubles. Cheaper only "worth" checking cafe or restaurant, because in addition to payment for the test agent is paid as expense. The most expensive - further verification, such as petrol stations. In the month of secret buyer can earn from 3-4 thousand rubles (for example, when he spent 10 checks take 1-2 days, less commonly, according to Nadir Alimov, nobody wants) to 30-35 thousand rubles (set to earn money and taking the order of 100 checks per month). "Recently one of our Mystery Shopper earned 55 thousand rubles a month, - shared Nadir. - But it is certainly the exception rather than the rule (the woman scanned a lot of long distance gas stations, so was such a sum). Although a lot of checks, we try to still not give. First, agents are tired. And, secondly, they have "zamylivaetsya eye. But the 20-25 thousand rubles mysterious buyer to make very real. By the way! Example secret buyer, as set Mikhail Kalashnikov: For verification Dealer, who sells foreign cars worth 20 - 35 thousand dollars, a person must meet the following requirements:
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