Many projects require you to interact with managers or other store employees. For example, you may have to drop off an order form, ask the manager to update price tags, or ask to access the store’s backroom to find inventory to add to the shelves.
It is crucial that these interactions are completed in a professional manner. That’s because if managers complain about Survey and its reps, we could lose our access to that store, and possibly the entire retailer. And if we lose store access, we will not be able to offer as many projects.
If you have a complaint about a store manager, contact us - not the retailer.
Here are some rules that will ensure your success:
Starting Your Visit
- Go to the Customer Service desk
- Tell the clerk you are there on behalf of the client and would like to speak to the manager about the task at hand*. Example, “Hi, I’m here on behalf of Client X and would like to talk to the dairy manager about updating some price tags.”
- The clerk will either page someone or tell you where to go and who to ask for.
- Once you’ve met with the manager, introduce yourself the same way you did in step 2.
If the manager asks for your credentials, show them the Letter of Authorization (if you have one; not all projects have them). This will be found in the Attachments section of the project. You can also show them your virtual badge in the app. That can be found in the profile screen of the app.
* See the project instructions for the client name and specifics.
If the store is NOT in your Assignments list, do not attempt to do the work. Contact us and find out what you should do.
Interacting with Store Managers
Once you’re with the manager:
- Be polite
- Be respectful
- Listen carefully
- Tell them they are wrong
- Give them an attitude
- Be pushy
If Managers Complain About You, There Are Consequences
Manager complaints make it to us. Managers may not always remember the Survey rep’s name, but we know who was at the store at the time of the complaint. We take complaints very seriously, and they may result in the immediate suspension or deactivation of your Survey account.
Remember, The Manager is Always Right
Never, under any circumstances, argue with a store manager. Never tell them they are wrong.
Example: If they do not want to change a tag, thank them for their time and explain what happened in the project’s comments section.
What To Do If the Manager Tells You to Leave the Store
Simple. You leave. Do not argue. Do not tell them you are authorized to be there. Do not attempt to complete the rest of the project steps. Just leave.
Once you have exited the store, explain what happened in the Comments section of the project in the app.
What To Do If a Manager or Other Store Worker Asks You What You’re Doing
Imagine you’re auditing our client’s products. While you’re taking photos or entering info into your phone, someone from the store asks if you need help. Or asks what you’re doing. What do you say?
You tell them the purpose of your store visit. For example, suppose you were in a store completing an audit. You would tell the manager, "I'm here completing an audit. I just have to take some pictures and enter some information and then you’ll be out of the store."
If they ask more questions, you can offer to show them the LOA (if you have one) or your virtual badge.
If you are asked to leave, please leave.
What To Do If A Shopper Interrupts You While You’re Working on a Project
Always defer to shoppers. Be polite. Never argue with them or give an attitude. Move out of the shopper’s way and wait for them to leave the area before resuming the project.
What to Do if a Shopper Asks You a Question About Products
Let them know you don’t work for the store. If you feel comfortable answering their question, feel free to do so. If not, refer them to a store clerk.
Some projects descriptions include instructions about what to wear. If the project description does not have specific instructions, you should dress conservatively.
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