Mystery Shop 1
If a customer comes in and says they want to buy a gift for their mom. What are the 3 questions should you ask them before making a recommendation?
The first 3 questions to ask are what is the occasion of the purchase, are there any dietary restrictions, and what the recipients chocolate preferences are.
Hanging around a specific area of the store or comparing two different items are examples of buying signals. List 3 more buying signals
Including but not limited to:
- returning to a specific product
- coming into the store with intention
- immediately picking up a basket
- looks like they’re looking for a specific product
- Broadly looking around
- attempting to make eye contact with an associate
- physically weighing one or two items with their hands
- removing their head/earphones
Name every product we currently sell that contains alcohol as an ingredient
- 100g mini pralines box
- fioretto marzipan
- marc de champagne
If you like the Gourmet truffles box, you’ll love the…… and explain why
Including but not limited to:
- Lindors
What are the benefits to the customer for filling out the VOC form?
$5 off the next $50 purchase
If you haven’t assisted the customer, what is an appropriate tailored invite back?
Including but not limited to:
- “are you trying any new flavours? Which are you most excited to try? Come back and let me know what you thought of it!”
- linking a product they have to an item of similar taste
- linking a product they have to an equivalent seasonal item (e.g. valentine’s heart 3 pack and Easter egg 3 pack)
Share your expertise by explaining as you would to a customer the following topic in a sentence:
“Finest ingredients”
Including but not limited to:
“ we use only the finest ingredients in our roasted almond excellence bar. We source our almonds straight from California!”
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
Excluding Madagascar and Ecuador, name 2 more growing regions (specific countries)
- 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 100% when a customer is carrying at least one item
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
The Madagascar Excellence Bar has a taste profile of vanilla and cream. Describe the taste profiles of 2 other straight percent excellence bars
78%: pecans, walnut, smoke
85%: smoke, vanilla, leather
90%: coffee, fall leaves, firewood, leather
95%: charcoal, tobacco, dark roast coffee
100%: toasted walnut, cacao, red berries
If you like the Tiramisu truffle, you’ll love the…. And explain why
Including but not limited to:
- tiramisu bar
- cappuccino fioretto
- nocciocafe
Show me to 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. Explain why or why not
False. Greeting should happen immediately as this can be done from anywhere in the store. Sample can happen whenever it is appropriate.
Without looking at the back of the box, what is the best way to figure out the approximate number of pieces in a Swiss Luxury Box?
by looking at the gram weight of the box and dropping the last digit. This method does not apply to ALL pralines boxes, but is still a good guide. It does not apply to:
- Mini pralines box (they’re tinier and weigh half as much)
- Gourmet truffles box
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
Aside from the 3 open-ended questions we should be asking, what are 3 more we can ask to help make a recommendation?
Open-ended questions allow customers the space to give you more information and can not be answered with yes or no. Starting a question with is or do is not an open-ended question (e.g. is there anything specific you’re shopping for?)
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 kinds of products
The employee must say what they would say to a customer in a sentence (& explain why they should buy it)
Examples:
- milk lindor bar
- milk lindor stick
- milk lindor heart box
- milk lindor 3 pack
- Fudge swirl LINDOR
Show the 4 different ways you can find the ingredients for a a bulk flavour that is not sold in a bag/bar/box? e.g. blood orange Lindor
product knowledge binder, the Lindt.ca website, any US or Austrian bulk case, 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?
To enchant the world with chocolate