I just started Mystery Shopping 05/29/2013. Are there any unspoken rules in Mystery Shopping that I should know about? Specifically, I'm asking in relation to alcohol and tobacco products.

Here's my issue:
This past Saturday I did a 60 mile round-trip for 4 shops. 2 were at a Travel Center - one at the fast food restuarant located inside and the other on the convenience store itself. I thoroughly read the Guidelines and could find no mention of cigarettes. In planning my route, I figured I would want a pack of cigarettes by the time I got to the Travel Center. The shop was basically checking for an upsell on a required item for purchase. I purchased the required item and also 2 packs of cigarettes. The reimbursement allowed was up to $5 and the fee was $7. I spent almost $12.

That evening, I prepared my survey which asked if I purchased cigarettes and I answered yes. Tonight, I see my survey has been given a rating of 1/10 with the comment, "Guidelines specifically say that cigarettes are not to be purchased during the shop." I opened the Guidelines and went through them again and could not find any mention of restricted purchases. I searched the document for the words cigarette, cigarettes, and tobacco. Adobe did not find any of these words in the Guidelines document either. The Shop Fee is now listed as $0.00.

Is there any way to fix this? I don't know if I'm more upset about the loss of time and money or the shop rating! I pride myself on being thorough and exact and would like to mystery shop on a full-time basis. What did I miss? Could this have anything to do with the fact that I reported the cashier did not check my identification as required by law?

Unless the shop is a compliance shop for alcohol or tobacco, it's probably best to avoid purchasing those items on the receipt you're going to turn in for reimbursement. Another "iffy" item is lottery tickets. Some MSC's allow them, others don't. Did you check the report before doing the visit? Sometimes the restrictions are there.

Contact your scheduler in the morning and ask [politely] for an explanation. Repeat what you've said here about not being able to find any restrictions on purchases in the guidelines.

As a general practice, I do not purchase them unless asking but only because several of my early gas/convenience shops included a specific list of items that could not be purchased.

In addition to the guidelines and the survey itself, look at any e-mail confirmations you received. If you cannot find it written anywhere, go for it. There should be no "unwritten" rules or guidelines.

Just like the opposite of not buying food at electronics stores. That is another sometimes unwritten rule.

I guess it depends on the MSC. I purchase cigarettes on occasion when doing stuff for MF cuz all it says is not to purchase alcohol. I think Maritz shops state not to do it. But here is what I find amusing.........

I just double checked an assignment I am doing tomorrow to make sure it would be ok to buy cigarettes. And in doing the search for tobacco...... the question was...... Did the cashier handle your transaction efficiently and professionally? Then it goes on to say......."It is acceptable for the cashier to be eating behind the counter, but he/she should not have food in his/her mouth or be eating while assisting you."

Here's the part I found funny.......Chewing gum or tobacco is acceptable! LOL Since when??

When I first started, an MSC doing a Travel Center/Truck Stop actually *SAID* that cigarettes were one of the acceptable purchases. You could buy cigs, candy bars, and there was one or two other acceptable items. You were supposed to buy one, and see if the cashier informed you of the 'save when you buy two' deal. It only reimbursed $5, but it was kinda cool to get those reimbursed.

Later, they dropped the reimbursement to $2 and removed cigs as one of the listed purchases. With the lowish shop fee, it was no longer worth going.

But, if you can absolutely prove that cigs were disallowed by the guidelines, you should be paid and graded appropriately.

Why does it matter what item you buy at a convenience store, anyway? I can maybe see why lotto tickets could be an issue, but why would any other typical convenience store item be an issue?

I have some shops this week where I get to buy lottery tickets!

Yeah, if you win the lotto, the MSC will claim the jackpot!

darlalovly Wrote:
-------------------------------------------------------
> This past Saturday I did a 60 mile round-trip for
> 4 shops. 2 were at a Travel Center - one at the
> fast food restuarant located inside and the other
> on the convenience store itself. I thoroughly
> read the Guidelines and could find no mention of
> cigarettes. In planning my route, I figured I
> would want a pack of cigarettes by the time I got
> to the Travel Center. The shop was basically
> checking for an upsell on a required item for
> purchase. I purchased the required item and also
> 2 packs of cigarettes. The reimbursement allowed
> was up to $5 and the fee was $7. I spent almost
> $12.
>
> That evening, I prepared my survey which asked if
> I purchased cigarettes and I answered yes.
> Tonight, I see my survey has been given a rating
> of 1/10 with the comment, "Guidelines specifically
> say that cigarettes are not to be purchased during
> the shop." I opened the Guidelines and went
> through them again and could not find any mention
> of restricted purchases. I searched the document
> for the words cigarette, cigarettes, and tobacco.
> Adobe did not find any of these words in the
> Guidelines document either. The Shop Fee is now
> listed as $0.00.
>
> Is there any way to fix this?

Honestly, they should have told you, but experienced shoppers would assume that it's not okay to buy cigarettes or alcohol unless it's specifically said to be okay. It is definitely not right that the editor points you to the guidelines when there is no mention of cigarettes or tobacco in them. The only thing that might qualify is overall guidelines for the MSC (the ICA or its equivalent). Have you looked there as well?

Personally, if you've been completely honest, I think the MSC should pay you, adjust the rating to something that won't make it really hard for you to get future shops, and fix their guidelines. That doesn't necessarily mean they will do any of that, of course, but that's my take as a seasoned shopper.