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| CHAPTER
1 |
INTRODUCTION TO MYSTERY
SHOPPING BUSINESS |
| What Is Mystery Shopping? |
……………………………………………………… |
7 |
| Services to Offer |
………………………………………………………………… |
8 |
Anonymous "Point of Sale" or "Telephone" Customer Service
Evaluations
Employee Workshops
Awards
Program
Competitor Comparative Shopping
Customer
Satisfaction
Follow-Up Phone Calls
On-Site
Surveys
Manufacturer Checks and Balance
Temporary
Hosting Services |
| Why Is Mystery Shopping Needed? |
…………………………………………… |
10 |
| Are You Cut Out for This Business? |
…………………………………………… |
11 |
| How Much Can I Earn? How Much Do I Need to Start? |
…………………… |
12 |
| Benefits of the Business? |
……………………………………………………… |
12 |
| Summary? |
……………………………………………………………………… |
13 |
| What to Expect from the Rest of This Manual |
………………………………… |
13 |
| CHAPTER
2 |
LAUNCHING THE BUSINESS -
GETTING STARTED |
| Writing a Business Plan |
………………………………………………………. |
15 |
Executive Summary
Company Description
Industry
Analysis
Target Market
Competitive Analysis
Marketing
Plan/Sales Strategy
Operations
Management and
Organization
Long-Term Development and Exit
Plan
Financials |
| Naming the Business |
………………………………………………………… |
21 |
| How to File Your Business |
…………………………………………………… |
23 |
| Legal and Licensing Matters |
………………………………………………… |
25 |
Sole
Proprietorship
Partnership
Corporation
Limited
Liability Company (LLC) |
| Setting Up a Business Bank Account |
…………………………………………… |
28 |
| Start-Up Capital Tips |
……………………………………………………………. |
29 |
| Setting Up Your Office |
………………………………………………………… |
29 |
| Things you will need for your office, home-based or
otherwise |
| CHAPTER
3 |
TARGETING CLIENTS -
MARKETING AND ADVERTISING |
| Who Will Benefit? |
………………………………………………………………. |
31 |
Industries to Target
Prospective Client
Leads |
| Designing Marketing Materials? |
………………………………………………… |
33 |
Creating a Business Card
Designing
Letterhead
Designing an Information
Brochure |
| How to Reach Your Target Market: Marketing &
Advertising |
…………………… |
41 |
Networking
Tele-marketing
Direct Mail
Yellow
Pages
Referral Programs
Press Releases
Website
Advertising Tips |
| Appendix |
……………………………………………………………………… |
44 |
Marketing Letters
Press
Release |
| CHAPTER
4 |
WRITING THE
PROPOSAL |
| Writing the Proposal |
…………………………………………………………… |
51 |
| Appendix |
………………………………………………………………………… |
52 |
Proposal Sample - Letter style
Proposal Sample -
Standard style |
| CHAPTER
5 |
STEPS TO TAKE FOR YOUR
FIRST CLIENT |
| Steps to Take |
…………………………………………………………………….. |
58 |
| Management Tips for Making the Most of Your Mystery
Shopping Reports |
……… |
59 |
| CHAPTER
6 |
PREPARING MYSTERY
SHOPPERS |
| Recruiting and Hiring |
…………………………………………………………… |
60 |
| Interviewing/Qualifying Prospective Shoppers |
…………………………………… |
61 |
| Training/Scheduling Mystery Shoppers |
………………………………………… |
63 |
| Inspiration and Pay Compensation |
……………………………………………… |
64 |
| Steps to Follow to Be a Successful Mystery Shopper |
…………………………… |
66 |
| Appendix |
……………………………………………………………………… |
67 |
Information/Presentation
Format
Application
Independent Contractor's Form
New
Hire Information Letter/Company Rules and
Regulations
Customer Service Quiz
Time Sheets/Assignment
Logs |
| How to Keep Track |
…………………………………………………………… |
80 |
| Appendix |
……………………………………………………………………… |
81 |
Individual Mystery Shopper's Log
Assignment
Log
Mystery Shopper's I.D. Log |
| CHAPTER
8 |
EVALUATING SHOPPERS'
REPORTS |
| What Makes a Good Report? |
…………………………………………………… |
85 |
| What Makes a Bad Report? |
……………………………………………………… |
85 |
| Words to Avoid |
………………………………………………………………… |
86 |
| Designing Evaluations |
………………………………………………………… |
88 |
| Appendix |
…………………………………………………………………… |
90 |
Assignment Information Form
Employee Identification
Form
Various Industry Specific Sample Evaluations
|
| Creating Reports for Clients |
………………………………………………… |
145 |
Total Performance Evaluation Summary
Report
Location-Comparative Analysis
Employee
Comparative Analysis
Annual Progress Summary
Report
Sample Industry-Related Graphs
|
| What to Pay a Shopper |
………………………………………………………… |
152 |
| What to Charge a Client |
………………………………………………………… |
154 |
| CHAPTER
12 |
ACCOUNTS RECEIVABLE AND
PAYABLE SYSTEM |
| Creating an Accounting System |
……………………………………………… |
155 |
| Appendix Invoice Samples Chronological billing system for
billing file |
| CHAPTER
13 |
PRINCIPLES FOR
SUCCESS |
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