MYSTERY VISIT SCENARIO “NEDELYA” – WITH SERVICE

PREPARATION OF PERFORMING THE MYSTERY VISIT

1. Predicting the execution time of the inspection
Plan your schedule so that you can complete the check within the given deadline and time range. More specific:
o The start and due date of the inspection indicated in the system;
o The time range of the visit indicated in the summary of your questionnaire.
Visits conducted out of the specified dates and time range will not be accepted and paid for, even if the consultation is successful and
the scenario – completed.
2. Reading the questionnaire and summary
Read the summary part of your assigned questionnaire. It contains important information. Continue with the content of the questionnaire.
It is important to know what kind of questions are included, so you can gather the required information during the visit.
3. Reading the scenario
This script contains guidelines: the purpose of your visit; specific instructions for actions during the inspection. The strict compliance is
absolutely mandatory and you cannot improvise when performing the inspection.
There are further instruction attached to each scenario (different for each visit), they indicate what kind of product you should consult
for, on which division etc. – the strict compliance of these instructions is also mandatory and should be considered part of the scenario.
GUIDELINES FOR PERFORMING THE VISIT
a. Time range for the assignment – From Monday to Sunday at the patisserie’s working hours.

b. Instructions for making an order and evaluating the employee

 You have to make a full order, you must consume DRINK AND FOOD AT THE TIME of the visit. If you have ordered only drink or
just food, your inspection will not be accepted! This way you cannot perform a proper evaluation and you will have to
repeat the inspection.
 You have to make your order when you sit on the table. Do not order in the shop window.
 It is MANDATORY to consume the drink, and the ordered piece of cake/ sundae/ ice cream or other products at the patisserie.
Evaluation of the exterior and interior
c.
o 3. In addition, pay attention to:
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  The temperature of the hall
 The look of the menus;
 Cups, plates and cutlery – must not be broken and must be of one set. Add a comment with the state of the object at the
time of your visit.

o It is MANDATORY that you pay attention if there are labels on all of the products in the refrigerator display.
o Pay attention if every product in the refrigerator display has a price tag. Pay attention to the following cakes: Fruit Cake,
Nedelya, Sacher and Strawberry Cake – there should be no syrup in their trays. If you spot a product without a price, try to remember
it and write it in the comments.
d. Leaving the patisserie

o Do not leave the money on the table when you are leaving – you have to ask for the check and pay to the waiter
o It is REQUIRED that you look at the sign of the patisserie while leaving, but do not wake suspicion. It is very important that you pay
attention to the cleanliness
of the sign “Nedelya” and you must observe if the sign at the entrance is clean – is there dust or overlays of dirt on it.
If you visit the patisserie at night, note if all of the letters are glowing and do they glow with the same brightness (in
the same tone).

o Make a clear picture of the patisserie in distance (at least 500 meters). It is important that no one sees you. The surrounding
building should be visible on the picture. If the patisserie is in Mall / Shopping Center make the picture outside the Mall / Shopping
Center. DO NOT take picture inside the Mall / Shopping Center.
COMPLETING THE QUESTIONNAIRE WITH THE RESULTS OF THE INSPECTION
o You must read the content of every question and it’s the comment. The comments will guide you if it is mandatory to enter a
comment or not. They indicate the information that you must enter in the comments. If you provide this information, your questionnaire
will be complete and there will be no need of further clarifications by email or phone. If you do not enter the required information, we
will request that you provide it later.
o Write as much clear and detailed comments as possible. The goal is someone who did not attend the visit, to be able to
understand what happened.
o If you have talked with two or more employees, your comments should be clear about who, what and when has been said /
done. It is important that you describe your overall impression of the service, describing in the comment who of the employees was
more active. Describe the specifics of the situation.
o Please write in correct grammar.
o It is required that you attach clear pictures of all materials (picture of the patisserie, picture of the receipt, brochures, if given etc.)
to the questionnaire.
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 IMPORTANT BASIC INSTRUCTIONS
1. Please note, that the mystery visit is a one-time only visit and must be done at once. It is not allowed to start the visit, leave the
shop and then come back to finish it another time; the visit must be done at once!
2. The visit must be conducted by you and not someone else.
3. It is mandatory to keep all the materials from the visit 2 months after the completion of the visit:
a. The picture of the patisserie from distance;
b. The pictures of the printed materials that you received from your visit (brochures, receipts, business cards, invoices and
etc.), also the originals of the previously mentioned printed materials (DO NOT THROW THEM AWAY);
c. Control lists.
Do not forget to attach every printed material that you have received to the questionnaire, including the pictures that are captured by
you.
4. With the acceptance of the job:
o You agree with the terms of the inspection.
o You are obliged to execute the mystery visit according to our instructions.
o You agree to keep the information related to the inspection, in complete confidentiality.
o You realize and accept the possibility that if you do not keep the pre-arranged requirements the visit will be rejected and
you will not receive the
payment.

PAYMENT
The payment will be carried out on approximately the 20th day of the month following the month in which visit was accepted by the
Company providing that you included all the necessary payment information in your account.
o All survey’s results are monitored. The objectiveness of your comments is checked by our validators. We will contact you if we need some
clarifications or additional comments.
o Before transferring your payment, we are waiting for the Client comments concerning the accuracy of your responses.
o Company withholds the right to deduct 100% of your remuneration for the given Mission per a contractual penalty in case of occurrence
of any defects of the visit:
 the Report has not been drawn up personally by you, the Report has not been drawn up by you in accordance with General Terms
and Conditions (you can find it in “My settings – More”), and in particular in accordance with the instructions, guidelines, procedure
indicated by the Company;
 within the time period for performing the Report you have failed to conduct a test or the test has been conducted in an
inappropriate manner, in particular by way of a failure to apply or applying an improper method;
 there is no recording of the Mission provided when required;
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  you performed the wrong scenario of the Mission;
 you performed the Mission on the wrong date and/or in the wrong timeframe deviating from the communicated date and/or time
provided in the project training material and/or by Company’s Mission Coordinator;
 you are proven to have falsified any of the documents, including but not limited to Report and/or proof of Mission;
 you are exposed as a Mystery Shopper at any point of the Mission by a member of the staff at the Facility in question, both
intentionally and unintentionally;
 you allow another person(s) to perform his/her Mission;
 in case you didn't provide the Company with the obligatory proof of the visit.

o If agency point is closed when you visit it during the normal operation hours, don’t forget to take a picture and send it to us to illustrate the
problem you have encountered. Such visits will be paid 50%.
If you have some questions or you can’t perform the visit, please contact your assignment coordinator immediately!

GOOD LUCK AND ENJOY YOUR VISIT!

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Варна: 052 61 12 72; София: 02 490 4900; GSM: 0889 09 85 60 и 0894 70 04 29; email: office@shoppixbg.com