Please note, this only will show you the content. Do not pay

attention of the graphics, only the words and the information

Thank you-

Laura McClernon

(Have the same map, but in all 10 languages for the welcome, and the same idea to click on the continent and then direct you to a

page that has the various languages)

Hello! This educational tool will be divided into 3

sections

1.1. What is Mystery Evaluating?What is Mystery Evaluating?

2. How to be a successful Mystery Evaluator2. How to be a successful Mystery Evaluator 3. Mystery Evaluation Example3. Mystery Evaluation Example

What is a Mystery Evaluator?

As a Mystery Evaluator, you are much like an undercover agent. You visit a store or make a phone call, just as any regular customer.

In the mean time, you observe everything you see and hear around you.

Each assignment is different.

Guidelines are given to tell you what to keep in mind while conducting the evaluation. It’s also necessary that you review the questionnaire prior to arriving on site for the visit.

What is the purpose of Mystery Evaluations?

Our clients often have different goals for their Mystery Evaluating Programs and many times they are looking to improve customer service.

Other times clients are looking to find out how a product is displayed, learn how they compare to their competitors, or evaluating a company-wide standard within the organization.

Why is it important to remain neutral when conducting a Mystery Evaluation project?

It is important not to include your personal option in Mystery Evaluations.

The client requests as many details as possible to be able to understand the “story” of your experience.

Mystery evaluations measure facts. This is the major difference between Mystery Evaluations and market research/customer satisfaction surveys.

What kind of Mystery evaluations do we carry out?

Founded in 1987, BARE works with clients and specializes inGlobal Mystery Consumer Research.

We evaluate all industries.

There are different types of evaluations:

1.) Mystery Visit: you visit the location, focusing on the sales conversation.2.) Mystery E-mail: you send an e-mail and focus on response times.3.) Mystery Call: you make a phone call and focus on response times and service-mindedness.4.) Announced Audit: you visit a store with an authorized letter from the company.5.) Video Visit: you visit a store/ dealership to evaluate customer service while wearing a hidden camera.

- What do you have to do before carrying out an evaluation?

-How do you properly carry out an evaluation?

- How do you prepare for the unexpected?

- What do you do after having completed the evaluation?

- How do you write an excellent Mystery evaluation report?

- How and when do you get paid for your Mystery evaluation?

How do you get selected for evaluations?

Which evaluations can you apply for?

From the Home Page, Click on EVALUATOR LOGIN

From the Home Page, Click on EVALUATOR LOGIN

Enter your login informationEnter your login information

Once you are logged in, click on the JOB BOARD Link at the top of the page

Once you are logged in, click on the JOB BOARD Link at the top of the page

Enter the Country and State (if available), then search Enter the Country and State (if available), then search

To apply for Mystery evaluations on our Job Board, you will first need to fill out your Extended Shopper Profile. We need this information to check if you are the right candidate for a certain assignment as well as for the payment of your Mystery evaluations.

To learn more about the evaluation, click in the MORE INFO linkTo learn more about the evaluation, click in the MORE INFO link

The “More Info” page tells you more detail about the evaluation such as….

The “More Info” page tells you more detail about the evaluation such as….

DUE DATE- when the evaluation must be doneDUE DATE- when the evaluation must be done

Address of the location. Address of the location.

The payment / reimbursement you will receive The payment / reimbursement you will receive

Hours and specific days you can go to the locationHours and specific days you can go to the location

Comments about the evaluations (to provide more details)

Comments about the evaluations (to provide more details)

If you are interested in performing the evaluation, enter in your email, password, and answer the question (if applicable)

If you are interested in performing the evaluation, enter in your email, password, and answer the question (if applicable)

There are evaluations that are restricted to evaluators with certain ratings, qualifications and experience, as well as age or gender

You will also see evaluations that are “Self Assign.” If you meet the qualifications, this evaluation will automatically be assigned to you.

You also might see a question that you need to answer when you apply for the evaluation. Please provide your answer in the box.

Who gets the assignment and why?

In most cases, multiple Mystery Evaluators apply for one single evaluation. This means that BARE must select the most qualified candidate for this particular evaluation. One of the main criteria on which we assign a Mystery Evaluator to conduct our assignments is the Shopper Rating. This rating is determined at the end of the assignment by our editing team

If you have not completed any evaluations yet, do not become discouraged– keep applying for evaluations. When you get an assignment, stick to the guidelines and deadlines and we will keep working with you!

How do you know an evaluation has been assigned to you?

If the evaluation has been assigned to you We automatically send you an e-mail confirming the details of your assignment and it will be visible in your Shop Log

If you are not sure if you have been assigned or if you want to see if your application has been processed, check the status on the My Apps Link at the top of the page

What do you have to do before carrying out an

evaluation?

How do you prepare for the assignment?

Please review your Shop Log for the details including:

2) Review the actual Evaluation ( and take the quiz if applicable)

2) Review the actual Evaluation ( and take the quiz if applicable)

1) Read the Guidelines** 1) Read the Guidelines**

3) Note any special instructions on the Sticky Note

3) Note any special instructions on the Sticky Note

4) Complete the evaluation by the due date4) Complete the evaluation by the due date

**Just before carrying out the evaluation, download the guidelines in case there has been an update. You will see a date referring the version number. **Just before carrying out the evaluation, download the guidelines in case there has been an update. You will see a date referring the version number.

Evaluator Quizzes

Some Mystery Evaluations require a QUIZ before starting Some Mystery Evaluations require a QUIZ before starting

You will find the quiz on the View/ Submit Link on the Shop Log

You will find the quiz on the View/ Submit Link on the Shop Log

Review the questionnaire and guidelines before taking the quiz

Review the questionnaire and guidelines before taking the quiz

Click on the link to Open the QuizClick on the link to Open the Quiz

If you pass, you will receive a code to enter

If you pass, you will receive a code to enter

Last, fill in the day you plan to go to the visit. For EU evaluators, this must be filled in within 24 hours of receiving the assignment

Last, fill in the day you plan to go to the visit. For EU evaluators, this must be filled in within 24 hours of receiving the assignment

What does the DUE DATE mean?

The Due Date is the final day on which you can perform the Mystery Evaluation

What if you fail to meet the due date OR the planning date?

-BARE may decide to reassign all your evaluations– even those that have not yet reached their due date

What is the Planning Date?

(For EU Evaluators) The date you plan to visit the location. This needs to be filled in 24 hours after you are assigned the location

Where do find the key points and specific instructions? - In the guidelines (also called Project Briefings) - The questionnaire - (If applicable) The Sticky Note- If there is one you

will see it on your Shop Log. The Sticky note provides important instructions.

What if you have remaining questions or doubts? Contact us. You can find the information on the Assignment

Confirmation Email AND on the Guidelines for the person managing the project What if something comes up and you are unable to complete the assignment? Emergencies happen in life. We understand. If you are unable to complete an evaluation, please contact your account manager via email or phone as soon as possible. We cannot emphasize enough the importance of communicating with your contact person at BARE. If this happens on a regular basis, we will not be able to assign evaluations to you.

How to succeed at performing Mystery

evaluations

How should you interact with the Staff?

- Do not assume that you will find fault. Enter the place with a neutral perspective

Give the staff every chance to do an excellent job. Let them initiate conversation

-Be a pleasant customer. Be interested in what the staff has to tell you.

-Be inquisitive and ask questions in a manner that the staff feels that you wish to purchase the product.

-Make sure that you can describe the physical characteristics of the sales person.

-Do not give too much unnecessary information. If you are required to play a certain role or need to give certain information stick to the suggestions in your scenario

-Last, never give clues that you are a Mystery Evaluator!

Extra Precautions & Special Situations

1)Its possible you might have to give a false name and address can be required for some projects. - This will be indicated in the project-specific guidelines.

Make sure that you can instantly name an existing address not too far away from the location you must evaluate.

2) Very often, you will be required to record associates’ names. Make sure that you get the name, even if that means having to ask for it yourself at the end of the visit. Tip: You can, for example, say that you want to know his/ her name because you want to return and talk the same person again.

3) Always note whether the staff member asks your name and addresses you by your name.

4.) All brochures, receipts, price quotations, and business cards you receive may be claimed by BARE as proof of visit. Make sure to keep them for 90 days, unless the project-specific guidelines specify that you need to keep your proof of evaluation for a longer period of time.

5.) Follow the scenario so you look like a “regular” customer. For example, make sure you’re dressed appropriately for your evaluation. You will not want to perform a motorcycles sales shop in a dress and high heels!

How do you prepare for the unexpected?

What should you do if you are asked whether you are a Mystery Evaluator?

If you follow the guidelines, it is extremely unlikely that someone will ever ask you this question.

… But what if someone does ask?

- Act Natural- Say you do not know what he/she means -If appropriate, ask them to explain, then continue with the regular conversation. Do not go on into great detail about their inquiry.

As part of our Evaluator agreement, you acknowledge that you will take reasonable means to ensure that you are not discovered as a Mystery Evaluator.

What to do if store is closed or the salesperson you have to evaluate is absent?

We ask you to please verify the location and opening hours beforehand either by phone or via the Internet.

If you did this, but the store is closed or the salesperson you were supposed to evaluate is not there, please contact your Account Manager at BARE as soon as possible. He/ she will tell you how to proceed.

**If the store is closed , not at the address provided, or there is no salesperson available please take a photo of the exterior.

What to do if the sales person is not wearing a name tag or never states his or her name

-Be friendly, and politely ask for their name.

Or

-You might say something like, “I am sorry, I did not catch your name.”

What do you do after having completed the

evaluation?

Login to your account and Start filling our your evaluation

Remember Click on “View /Submit” to access the report

To avoid losing your Apollo connection, save your work by submitting your survey every 30 minutes, even if its not finished yet.

If you cannot fill in the report in one sitting, you can save the information by clicking on “Save Shop for Later.”

The complete report must be online again within 24 hours completing the evaluation. Again for some projects this will be 12 hours or less- make sure you check your guidelines! If your report is not completed and online in time, BARE may decide to reassign the evaluation to another Mystery Evaluator and you will not get paid.

After completion, the report will be reviewed by one of our editors. Our editor may ask you to armed or clarify some items in the report. Please check your email regularly so you can respond within the given timeframe to our editor’s questions.

How do you write an excellent Mystery evaluation report?

Its very important that our Evaluators take the time to thoroughly fill in their reports.

If a report is inconsistent or has many errors, we will not be able to accept the report.

Please also note that the style of writing in the report must be PROFESSIONAL and OBJECTIVE.

A report that contains too many errors or inconsistencies has the possibility in being excluded, resulting in a non-payment for the Evaluator.

Also remember, if you answer a question negatively (no, not clean, unfriendly) you also must provide supporting details in the comments section.

A Note on Subjective Comments :

Sometimes we cannot void a certain degree of subjectivity, e.g. questions that ask you about “well-groomed,” “enthusiastic,” “polite,” etc.

As a rule of thumb, answer these according to your personal insights and feelings. Make sure that you truly explain your answer; do not say. “her clothes were scandalous,” but rather tell us what exactly was scandalous about them.

Lets Take A Look at an Example:

Question: Was the sales person clean and well-groomed?

Answer: NO

Sample comment: I ABSOLUTELY hated the bright orange suit she was wearing, although it was clean and fresh the color did not suit her at all and made me want to put on my sunglasses. She’d look much better in something more discreet. Friends tell me this saleswoman always wears these crazy colors, I wonder if she’s color blind?????

What this Evaluator did wrong: - Did not stick to the facts- Put in their personal opinion- Interjected humor- Used excess punctuation- Used ALL CAPITAL LETTERS- Did not answer the question if they were clean and well

groomed

What happens after you submit your report?After your report is submitted, a member of our editing team will

review your report

Possible reasons for non-payment

•Revealing yourself as a Mystery Evaluator

•Submitting an overdue report

•BARE is unable to reach you, after several attempts, for clarification regarding the report

•The report contains inconsistencies and contradictions; no supportive comments for yes/no answer choices

•The scenario and/or project specific guidelines were not carried out correctly

•Invalid proof-of-visit (receipt, photo, literature)

•A request from BARE for additional information was not received in a timely manner, or at all

•If banking details are incorrect and/or incomplete with your Shop Profile, payment may be delayed.  It is the evaluator’s responsibility to ensure that banking information is updated and correct; if receiving payment via direct deposit.

How and when do you get paid for

successfully completing Mystery

Evaluations?

For Evaluators located outside the United States

Payments are produced between the 20th-25th of the month.

For Evaluators located in the EU, its preferred that you are paid through Bank Transfer or PayPal.

For all other Evaluators, please consult the page on the Extended Shopper Profile on what method of payment is

preferred in your country

For Evaluators located outside the United States

Payments are produced between the 20th-25th of the month.

For Evaluators located in the EU, its preferred that you are paid through Bank Transfer or PayPal.

For all other Evaluators, please consult the page on the Extended Shopper Profile on what method of payment is

preferred in your country

BARE Pays on a 30- day net cycle. This means that we pay

once per month.

You will be paid after the 15th of the month following your evaluation.

Example: If you did an evaluation on June 20th, you will be paid after July

15th

BARE Pays on a 30- day net cycle. This means that we pay

once per month.

You will be paid after the 15th of the month following your evaluation.

Example: If you did an evaluation on June 20th, you will be paid after July

15th

When will you be paid for your evaluation?

For Evaluators located in the United States

Checks and electronic payments are produced between the 15th-

20th of the month.

Please allow 3-14 business days for your check to arrive

depending on your location. Checks are sent from Virginia.

For Evaluators located in the United States

Checks and electronic payments are produced between the 15th-

20th of the month.

Please allow 3-14 business days for your check to arrive

depending on your location. Checks are sent from Virginia.

The information we need for direct deposit

As for bank details, it is your responsibility to fill this out correctly in your profile.

We will need:- The bank account to be in your name- The bank account number- The bank account routing number

For Evaluators outside of the U.S. and Canada, you will need to update your Extended Shopper Profile with the appropriate banking details. Shoppers in the US will also need to do this if they wish to receive direct deposits.

At the top of your Shop Log you will see the link for the Extended Shopper Profile:

Once on the Extended Shopper Profile….

At the bottom of the page you will find the section titled “Payment Details.”

For Shoppers Outside the US:

Its very important that you will in the SWIFT/BIC code and IBAN numbers correctly. Without these numbers we cannot process the payment.

If you will be paid by PayPal or Western Union, please make sure you fill in the proper information

Once you are logged in, proceed to your SHOP LOG

Login to the Apollo site from the BARE International Website or click on the hyperlink in the email

You received an email stating that you have been selected to perform a Mystery visit for “The Sports Store” in your city.

Looking at your Shop Log you can see…

I can go any time… so I will check the company website to see their hours.

I need to spend money, and I will be reimbursed up to 20 USD.

I know where the evaluation will take place since the address is listed

I can go anytime time between 1- July and 6 July.

I can go any time… so I will check the company website to see their hours.

I need to spend money, and I will be reimbursed up to 20 USD.

I know where the evaluation will take place since the address is listed

I can go anytime time between 1- July and 6 July.

Next, Review the Guidelines and the Actual Questionnaire

Today is the day to perform your visit.

- If there is more than one scenario, you know which one you are to do

- You have already reviewed all the information in your Shop Log

- You Read the Guidelines and took the quiz if applicable

- You have reviewed the survey and read through the questions you will be required to answer

Take note of the instructions in the Guidelines and the questions you are required to answer on the questionnaire

You have arrived at the store!

When you walk in you are facing the first display

You first go downstairs to explore the bike shop

You notice your surroundings, and read some of the materials

In the bottom level, you

observe some of

the displays

You then proceed to the women’s department to observe the merchandise and displays

You then walk past the area with the trial rooms…

After this, you have selected the 2 items you wish to purchase. You proceed to the register.

You now approach the register with your items.

You wait your turn.

The employee rings up the purchase on the register. You pay for the item, and you are given a receipt.

You exit the store and return home.

That night, you fill in your report. You also scan and upload your receipt. Once you are finished, you submit the receipt to BARE.

Now, to test your knowledge with the BARE Basics Quiz