Question:

What is the purpose of a ‘mystery shopper’?

A.

A person who pretends to be a manager to test the service process.

B.

A person pretends to be a real customer to test the service encountered.

C.

A person who pretends to be an employee to test service process.

D.

A person who works for a competitor and pretends to be a customer to test the service encountered.

Answer» b. A person pretends to be a real customer to test the service encountered.