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 at tention ability and proposal of complementary purchases; ◼ their capacity to listen, empathy and demeanor; ◼ fulfilment of the corporate philosophy; ◼ in-store feel.