At the sales point, the mystery shopper, undertaking the experience of a “typical client” focuses upon: ■ the attitude and conduct of sales personnel; ■ their level of knowledge and professional ability; ■ their problem-solving capacity; ■ their sales skills, customer attention ability and proposal of complementary purchases; ■ their capacity to listen, empathy and demeanor; ■ fulfilment of the corporate philosophy; ■ in-store feel.