Mystery Shop 1
What is our mystery shop target for the year?
93%
list 4 buying signals
Including but not limited to:
- comparing two items
- looking up/around for an associate
- hanging around a specific part of the store for an extended amount of time
- making “confused” noises like “hmmm”
Name every product we currently sell that contains alcohol as an ingredient
- 100g mini pralines bx
- fioretto marzipan
- fioretto marc de champagne
- marc de champagne
- irish cream lindor
If you like the Gourmet truffles box, you’ll love the…… and explain why
Including but not limited to:
- Lindors
- roulettes
What are the benefits of filling out the VOC form?
$5 off the next $50 purchase
T/F you should always list 3-4 products at a time when giving reccommendations
False.
As the Mystery Shop questionnaire states, the customer should only be shown 2 recommendations at a time so that it is not overwhelming.
list 3 expertise words
Including but not limited to:
- value for money
- promotion
- guarantee
- increase
List 5 gluten friendly items
Including but not limited to:
- any white chocolate products except Neapolitan
- any ghirardelli product
- milk chocolate coins
- most dark chocolate (excluding lindor)
- milk + dark spread
If you like the hazelnut sticks, you’ll love the……. And explain why
Including but not limited to:
- roulettes
- Swiss classic hazelnut bars
- nuxor
Name 5 of the 7 growing regions
- Madagascar
- Ecuador
- DRC
- Papua New Guinea
- Peru
- Ivory Coast
- Ghana
When is an appropriate time to offer a shopping basket?
At any point in the visit, but as soon as possible is preferred!
list 2 of the 4 pillars of the farming program
- tracing our beans
- training the farmers
- investment for farmers and communities
- independently verifying our program
list 2 items you would suggest to a customer looking for "diabetic chocolate"
Including but not limited to:
- No sugar added bars
- higher percentage dark chocolate
- individual NSA
**NOTE: we do not give any medical advice, but any items with lower sugar is what we’d recommend
If you like the Tiramisu truffle, you’ll love the…. And explain why
Including but not limited to:
- tiramisu bar
- cappuccino fioretto
- nocciocafe
How do you check the balance of a Lindt and CF mall gift card?
Lindt gift card: POS transaction screen --> gift certificate --> givex balance check --> swipe gift card with black bar facing you on the POS card reader
CF mall gift card: edge --> CF masonville gift card search bookmark --> enter gift card number + security code
As a cashier, what are the 4 Mystery Shop behaviours you need to do with every customer?
- be polite, quick, efficient
- follow-up on MLR
- voice of customer
- tailored farewell
T/F greet and sample should be the first two things that happen when a customer enters our store
False. Greeting should happen immediately as this can be done from anywhere in the store. Sample can happen whenever it is appropriate.
what is the best way to figure out the approximate number of pieces in a pralines box?
by looking at the gram weight of the box and dropping the last digit. This method applies to all praline boxes with the exception of the following:
- Mini pralines box (they’re tinier and weigh half as much)
- Gourmet truffles box
- any “truffles” box (e.g. Lindor 156g boxes)
If you like the Double Milk 100g Swiss Classic bar, you’ll love the….. and explain why
including but not limited to:
- milk & white Lindor
- double milk stick
How do you find the weekly retail communication?
1. outlook --> search retail communications
2. sharepoint --> retail communications --> 2026
List 5 open-ended questions
Open-ended questions allow customers the space to give you more information and can not be answered with yes or no. The 5 Ws & 1 H
including but not limited to:
WHO are you shopping for?
WHAT are your chocolate preferences?
WHEN will you give the gift?
HOW do you enjoy your chocolate?
WHAT would delight them the most?
Tie the sample to 4 different products
The employee must say what they would say to a customer (& explain why they should buy it)
Examples:
- milk lindor bar
- milk lindor stick
- milk lindor heart box
- milk lindor 3 pack
- Fudge swirl LINDOR
where should you look if a customer is asking about an ingredient in a bulk flavour that is not sold in a bag/bar/box? e.g. blood orange Lindor
product knowledge binder, the Lindt.ca website, or the Lindt share point
If you like the Milk/Dark Giandujotto, you’ll love the….. and explain why
including but not limited to:
- milk/dark spreads
- milk/dark nuxor
- milk/dark roulette
What is our purpose?
Every customer leaves our shop with a chocolate smile and a bag full of Lindt enjoyment