I just love these comments because I just finished doing 9 of these phone shops over 3 days (in a row, ugh.) I agree that the upfront prep. of googling to find hotels nearby, hospitals nearby, setting up the scenarios, etc. takes a good 5 minutes per shop. Then preparing yourself to make sure you follow the guidelines is another, what? 5 to 10 minutes. Okay, make the call and that can last anywhere from 10 to 18+ minutes (in my experience). So here is my track record:
First day, scored two "10's" and one "8" (here is what the editor said on the 8: Instead of saying you want to make "arrangements", try to specify that you want "cemetery arrangements" to ensure you receive the correct information on cemetery shops. In the future, do not ask for information on funeral homes on cemetery shops since this will prolong the call. Per the guidelines, avoid telling the associate that you will be calling back, as this can end the call early. Also per the guidelines, choose either burial or cremation when asked, as this will allow the associate to focus his presentation. Thank you for the shop. Okay, I struggled with the Cemetary shop vs the Funeral Home, so I deserved this one.
Second day, scored three "10"'s - yee haw!
Third day, scored a "10" and two "8"'s - comments:
1) Thank you. ! In the future, please avoid asking about permits, as this affects the associate's score.
2) In the future, please avoid leading the associate by asking about specific items in the package that she has not mentioned yet as this can reveal you as a mystery shopper. Also, while you don't have to give out your phone number please try to come up with a realistic objection for not giving one. For example, simply saying you would rather not give out your number at this time is probably better than trying to explain that you don't have any phone numbers and that you are borrowing the phone you are calling from. Thanks for the shop!
Here's the thing - I consider it rude to say that I would rather not give out my number when they politely ask, "May I have your number in case we get disconnected?" So, what's wrong with saying I am using a friends cell and don't know what the number is? Really editor? You dinged me for being polite (and creative)? Oh, and on the shops that I got a "10" for - I used the same cell phone excuse for not giving my phone number.
End result, I have not signed up for any more of these shops. 9 times hearing, "I am sorry for your loss" is enough for now.