MysteryMojo Wrote:
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I'm with you about enjoying the opportunities to state our opinion of the overall experience. I
> also try to use those words to add positive feedback for my overall experience regardless of
> the way the company wanted the salesperson to follow a script. I have had some mystery shopping companies tell me that I should not say things like "I prefer not to be uphold when I am the customer," in my reports.
I completely agree with adding positive feedback. Even a negative experience can have something positive and I try to see good a well as bad, which is why I believe none of my negative reports have been refused. But I try to stick to observations rather than opinions, unless the report specifically asks for my opinion. Saying "I prefer not to be upsold" is an opinion, and most MSC/clients want to know what happened and how. If an employee has "lost points" by not up selling, she does not regain them because the MS gives an opinion about disliking up selling. Instead, she might gain points because you state something she DID do, like make eye contact, smile in a welcoming way, make an additional offer of help, do/say something above and beyond her job, do additional duties, but to give her positive feedback it must be something the client WANTS her to do - and, clearly, most clients want employees to up sell - and they don't want to hear whether we like it or not.