Shopper Guide – the Basics of Video Mystery Shopping


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In this presentation, Melinda Brody reviews the basics for video mystery shopping for the new home industry. Learn the steps for becoming a successful video mystery shopper including dress code, story basics and creating the perfect story. Visit for more information about video mystery shops or to join our team as a mystery shopper for the New Home Builder Industry.

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Shopper Guide – the Basics of Video Mystery Shopping

  1. 2. Successful companies take good care of their employees (independent contractors), who take good care of their customers!
  2. 3. All SR’s must sign releases agreeing to be shopped as well as audio/video taped. Purpose of a Shop = Training Tool
  3. 4. Shopper’s Goal is to become the perfect customer for that community. Do not give them a reason not to close!
  4. 5. Types of Shops <ul><li>Video </li></ul><ul><li>Audio </li></ul><ul><li>Written </li></ul><ul><li>Competition </li></ul><ul><li>Internet </li></ul><ul><li>Pre-employment </li></ul><ul><li>Phone </li></ul><ul><li>Design Center </li></ul>
  5. 6. Shopper’s Responsibility <ul><li>Accept work you can do </li></ul><ul><li>Extra effort </li></ul><ul><li>Professional </li></ul><ul><li>Do your best </li></ul>
  6. 7. <ul><li>Top Reasons Shoppers Are Spotted… </li></ul>3. Tipped off by other SRs 2. See the equipment 1. Inconsistent Story
  7. 8. Creating The Perfect Story
  8. 9. Story Basics Dress Code <ul><li>Match community </li></ul><ul><li>Modest </li></ul><ul><li>Change appearance </li></ul>
  9. 10. Story Basics Remember Names <ul><li>Keep a list </li></ul><ul><li>Use familiar names </li></ul><ul><li>Rotate on shops </li></ul>
  10. 11. Story Basics Discovering Needs <ul><li>Keep story consistent </li></ul><ul><li>Work out details before the shop </li></ul>
  11. 12. Discovery Questions <ul><li>Who? </li></ul><ul><li>What? </li></ul><ul><li>When? </li></ul><ul><li>Where? </li></ul><ul><li>Why? </li></ul><ul><li>How much? </li></ul>
  12. 13. Discovery Questions Who will be occupying the home? (spouse, kids, pets, in-laws)
  13. 14. Discovery Questions What size/style are you looking for? (formal, split, ranch, 2-story)
  14. 15. Discovery Questions When do you plan to move in? (home on market, renting)
  15. 16. Discovery Questions Where are you employed? (occupation)
  16. 17. Discovery Questions Why are you moving? (job transfer, marriage, divorce, downsizing)
  17. 18. Discovery Questions $$ Price Range (Our homes go from $250-400,000. What amount have you budgeted for your new home?)
  18. 19. Creating Your Story <ul><li>Plan and Memorize </li></ul><ul><li>Change your identity with each shop </li></ul><ul><li>Must use all client objections </li></ul><ul><li>Must follow all client instructions </li></ul><ul><li>Ask questions BEFORE the day of your shop </li></ul>
  19. 20. Discovering Needs <ul><li>No Personal information until asked </li></ul><ul><li>You are single if alone </li></ul><ul><li>Be vague until you see what they sell </li></ul>
  20. 21. Model Demo <ul><li>Ask realistic questions </li></ul><ul><li>Keep topic on home </li></ul><ul><li>Stick to your story </li></ul><ul><li>No real estate terms </li></ul>
  21. 22. Homesite Tour <ul><li>Wear comfortable shoes </li></ul><ul><li>Do not offer to go alone </li></ul><ul><li>Ride w/SR if invited </li></ul>
  22. 23. Thanks for all of your efforts. You were born to shop!                                     
  23. 24. For more information about becoming a mystery shopper or to join our team, visit us at