When a "secret shopper" is used to report salespersons' level of customer assistance and courtesy, which type of observation is being used?
A) undisguised
B) disguised
C) physical traces
D) archives
E) mystery surrogate

Question

Quizplus · Accepted Answer

The use of a "secret shopper" suggests that the observation is disguised, as the salespersons are not aware they are being evaluated.

Answer: E 
 The term "mystery surrogate" is often used interchangeably with "secret shopper," indicating that this observation technique involves someone who poses as a customer to evaluate the sales staff.

The other options do not accurately describe the type of observation being used in this scenario. "Undisguised" observation would involve openly observing the sales staff, without any pretense of being a customer. "Physical traces" refers to evidence left behind by consumer behavior, such as fingerprints or worn-out paths in a store. "Archives" refers to records or documents that are collected and analyzed, but this is not relevant to the context of evaluating sales staff.

When a "Secret Shopper" Is Used to Report Salespersons' Level