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. 🤝
