I did a cell phone shop a few months back, and the associate just would NOT talk about Directv or any of the associated products or add-ons that he was supposed to mention! I was not supposed to lead him in any way, so I didn't. But all he talked about was the particular phone I was there to evaluate. He was courteous, made great eye contact and was friendly, so I at least was able to mention those positive aspects of the visit. But I had to report that no mention was made of any of the other add-ons. In a way, I did feel badly for him, but on the other hand, it was his job to at least throw the words out there in conversation, but he didn't. So maybe my report will help with some re-training and make him a better sales person. I understand the whole thought behind the "person behind the mystery shopping", and sometimes I do feel for the person.
Just this week, I did a grocery shop, and had to ask a Meat associate some sort of recommendation question. So I asked him what type of roast he could recommend that would cook up the most tender in a crock pot.....he HONESTLY told me that he really didn't know, because he had only been working in the Meat dept "for a short time". But he didn't offer to find out for me either. So I had to report it as such. But IN the report, I DID give him kudos for being honest with me, and not trying to give me some false information about meat that he truly did not know. So....if I can, I try my very best to put in SOME positive about a transaction gone wrong, because yes, there IS a "person behind the mystery shopping person". But I have to report the facts of what happens, hopefully with some GOOD in the report if at all possible, as well.