MYSTERY VISIT TRAINING MODULE FOR

PREPARED BY ONION INSIGHTS

MYSTERY VISIT OBJECTIVE:

The objective of the MEGAMART Mystery Visit Program is to anonymously evaluate the
Customer Service provided by the Store Staff. This is to ensure that every MEGAMART
Store is performing as per the company standards. Through your Mystery Visit, you can
provide feedback that will help MEGAMART to improve their Customer Service levels
and better their operational procedures across all their Stores.

KEY STEPS TO FOLLOW FOR THE MYSTERY VISIT:

Thoroughly read this Training Module and the Questionnaire in your Shop
Log.

Visit the assigned MEGAMART Store during operational days/hours. Make a

note of your entry time and Geo-verify yourself.

Conduct the entire Mystery Visit as per the Training Module guidelines and
evaluate the Store on the basis of the various parameters mentioned in this
document and the Mystery Visit Questionnaire.

Complete your Mystery Visit Report within 12 hours of your Visit and provide
substantial comments with your Report.

WARNING: Onion Insights Private Limited does not support fraud and strongly cautions Mystery Shoppers against
providing false information or engaging in any unethical practices amounting to fraud. Actions amounting to fraud
include, but are not limited to, disclosing one's identity as a Mystery Shopper to the establishment, providing false and
fabricated data in the Extended Shopper Profile or the Mystery Shop Reports, providing old/fake/fabricated Proofs of
Visit, sending a proxy to perform a Mystery Shop on your behalf, creating multiple accounts with Onion Insights
Private Limited, and any other activity which may amount to fraud. Any fraudulent Report will be Excluded and the
account of the fraudulent Mystery Shopper with Onion Insights Private Limited will be permanently deactivated
without any warning and all his/her dues will be revoked.

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 STEPS TO FOLLOW FOR YOUR MYSTERY VISIT
Step 1: Store Visit:

You must visit the MEGAMART Store as per the time specified by the OI Business Executive. You must
Geo Verify your location either before entering the Store or after leaving it. Make sure to also take a
selfie image with the Store exterior with a date and time stamp wherein the Store signage is properly
visible; you must take this photo discreetly without being noticed by any of the Sales Associates.

Step 2: Evaluate the below parameters:

Store Appearance:
Observe if the Store signage is clean, well-maintained and in good condition.
Observe if the Store facade and interiors - window glass, entrance door, etc. are clean, well-maintained
and in good condition.
Observe if the Styling and Visual Merchandising (eg. Display Windows and other promotional material)
is attractive and appealing.
Observe if the standard promotional displays are well laid out, noticeable and in good condition.
Observe if the Store is well-lit.
Observe if the music playing in the Store background is at a comfortable volume - not too loud or too
soft.
Observe if the air-conditioning in the Store ensure a comfortable temperature.
Observe if the Store floor, Shelves, Racks and Mannequins are clean and in good condition without any
obvious signs of damage.
Observe if all the Multimedia devices are active and in working condition - for e.g. LED walls, TV, etc.

Utilities:
Observe if the Store has an attached washroom and if it is clean and well-maintained.
Observe if the pathway to the Trial Room is free of obstruction - no cartons, etc.
Observe if the Trial Room Floor and Walls are clean and well-maintained.
Observe if the Trial Room Mirror is well maintained (no cracks, etc.).
Observe if the Trial Room had a proper, functional latch, stool and wall hooks.
Observe if the Trial Room is well-lit.

Customer Service:
Observe if you are approached and greeted by the Staff upon entering the Store.
Observe if all the Staff are well-groomed and look presentable.
Observe if the Staff is wearing competition products other than (USPA, FM, Arrow, CK, Tommy)
Observe if the Staff has sufficient product knowledge - about the fabric, washing instructions, etc.
Observe if the Staff asks you relevant questions to understand your exact requirements or complaints
Observe if the Staff is able to provide a satisfactory response to your queries or requirements.
Observe if the Staff offers you relevant suggestions matching your requirements.
Observe if the Staff try to upsell/cross-sell additional products along with the one/s you
shortlisted/chose.
Observe if the Staff communicates verbally the offers/ current new styles/focus categories.
Observe if the Staff prompts you to look at associated innerwear.

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 STEPS TO FOLLOW FOR YOUR MYSTERY VISIT
Transaction Process:
Observe how many Customers are ahead of you in the queue.
Observe how long you had to wait in the queue for your billing to start. Note down if it is less than 2
minutes, more than 2 minutes but less than 4 minutes or more than 4 minutes.
Observe how long the Cashier takes to complete your entire billing. Note down if it is less than 2
minutes, more than 2 minutes but less than 4 minutes or more than 4 minutes.
Observe if the Checkout process is efficient and smooth.
Observe if the invoice is stamped with “No exchange No Refund” at the Checkout.
Observe if you receive an accurate system-generated bill/ receipt.
Note down the mode of payment and the method used by the Cashier/ Biller to capture your data. (eg.
name, mobile number and email.) and the details captured.

Product Range:
Observe if the merchandise arrangement is neat and well-maintained, accessible and displayed colour
block-wise.
Observer if the merchandise is arranged in an ascending order from top to bottom size-wise.
Observe if you can find your size easily and quickly, within one minute.
Observe if the products and sizes are readily available.
Observe if the product quality and condition are of a very high standard.
Observe if there are enough variety/number of options in a category to make a choice to purchase.
Observe if you notice any effective inventory management and restocking during your visit.

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 KEY MANDATES FOR THE MYSTERY VISIT
PROOFS OF VISIT:
1) A clear image of the bill receipt with a date and time stamp.
2) A clear image of only the Store exterior with a date and time stamp.
3) A clear SELFIE WITHOUT A MASK with the Store exterior with a date and time stamp.
4) A clear SELFIE WITHOUT A MASK inside the trial room with a date and time stamp.
5) Any additional images you may have captured during the Mystery Visit of anything irregular you found
in the Store - cartons lying around, any broken fixtures, etc. - without being noticed by the Staff.
6) GPS Verifier Code.

How to add a Date and Time stamp to your photos?

Option 1: Open your Phone camera. Go to settings and enable the option “Add timestamp to photos”.
If you do not see the above feature on your phone, then
Option 2: Download the app, Timestamp Camera on your Android/iOS phone

YOUR REPORT WILL BE ACCEPTED ONLY IF:

1) You spend at least 30 minutes. IMPORTANT - Kindly refrain from taking any personal calls or being on
call at any time during your Mystery Visit.
2) You provide a timely report with substantial narrative comments to support your answers and adequate
and correct Proofs of Visit.
3) You must visit the Store between specific timings as mentioned by the OI Business Executive.
4) Your purchase amount is equal to or more than Rs. 1200 AND you only buy an apparel - the apparel
must be a shirt, t-shirt or a trouser.

ALERT! YOUR REPORT WILL BE EXCLUDED IF:

1) You visit the wrong MEGAMART Store.
2) You do not provide the correct Proofs of Visit (images, audios, etc.).
3) You do not read the Training Module shared with you and the Questionnaire assigned in your Shop Log.
4) There is a ‘Breach of Scenario’ i.e., you do not perform the Mystery Visit as per the steps provided in the
Training Module.
5) You do not make a purchase at the Store of a minimal amount of Rs. 1200 OR if you purchase
accessories or socks.
6) You spend less than 30 minutes at the Store and exit the Store within a short time.
7) You fail to submit the Mystery Shop report within 12 hours of the visit.
8) You provide identical or insufficient comments in your Mystery Visit Report.
9) You do not revert in 24-48 hours to queries posed by our Quality Check Associate.
10) If someone else conducts the Mystery Visit on your behalf.
11) If you breach ONION INSIGHTS’ Fraud Policies.

NOTE: If the MEGAMART Store is closed/relocated/under renovation, you need to take a photograph of the
same and share it with the OI Business Executive immediately and upload the same with your Mystery
Visit Report as well. Do note that no fee or reimbursement will be made in this case.

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 ONION INSIGHTS' POLICY FOR FRAUD
AND FRAUDULENT MYSTERY SHOP
Dear OI Mystery Shopper,
If any Mystery Shopper is found indulging in unethical practices and flout the basic principles of
Mystery Shopping, such a Mystery Shop is considered as Fraudulent Mystery Shop and the Mystery
Shopper is categorized as a Fraudulent Mystery Shopper. A Fraudulent Mystery Shopper is easily
identifiable as all locations are under CCTV surveillance, and our Quality Check Team is trained to spot
discrepancies and possible Frauds/breach of mandates. Such Fraudulent Mystery Shoppers not only
tarnish the reputation of Onion Insights Pvt Ltd, but also of the entire Mystery Shopping and the Market
Research industry.

Practices considered as Fraud:

1) Disclosing your identity as a Mystery Shopper before/during/after the Mystery Shop to any third party.
2) Demanding money from employees of the Shop Location in exchange of high scores.
3) Sending someone else to perform the Mystery Shop on your behalf without informing us.
4) Sharing any confidential information (Training Modules, Instructions and Questionnaires) with a third
party.
5) Providing old/fake/fabricated Proofs of the Mystery Shop.
6) Creating multiple Mystery Shopper accounts with the same MSP (Mystery Shopping Provider).
7) Entering false information in the ESP (Extended Shopper Profile).
8) If the Mystery Shopper or his/her relative/acquaintance works at the Shop Location or for the Shop
Company.

Consequences of a Fraudulent Mystery Shop:

1) Exclusion of report – No payment will be made for any report that is Excluded for any of the above
reasons.
2) All pending payments for the previous assignments will be on hold indefinitely.
3) If any other Mystery Shops are assigned, that are yet to be performed or under Quality Check, they
will inevitably be cancelled.
4) Deactivation from the Onion Insights’ system – the account of the Fraudulent Mystery Shopper with
Onion Insights Private Limited will be permanently deactivated without any warning and all his/her
dues will be on hold indefinitely.
5) Onion Insights Private Limited reserves the right to take further action, legal/criminal action included
against such individuals.

As loyal patrons of Onion Insights and as professional Mystery Shoppers, we request you’ll to refrain
from and help us eliminate these unethical practices. If you know of anyone who may have resorted
to or is resorting to any of the above practices, please share the information with us on
support@onioninsights.com. Your email and your identity will remain undisclosed and we assure
you complete confidentiality. A handful of miscreants must not be allowed to jeopardize the
authenticity of the Mystery Shopping Industry that depends entirely on Mystery Shoppers to report
truth and facts. Thank you and look forward to your sincere support!

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