Beauty Retail Store Service Upgrade Based on Mystery Shopper Research

In terms of professional guidance optimization, a “ingredient – efficacy – customer group” knowledge map should be established, and store staff should be trained to master the core selling points and suitable skin types of products. The standardized skin diagnosis process should be implemented, and skin testing equipment should be used to provide data support for product recommendations. In the trial experience link, a standardized SOP should be formulated: clean the trial tools before use, explain the product texture and instant effect during the trial, and provide makeup remover and tissues after the trial. Hierarchical experience scenarios should be set up, such as quick trial stations for open-shelf brands and professional skin care cabins for high-end counters. In terms of demand matching, a five-dimensional demand mining model (skin type, scenario, budget, existing products, special needs) should be adopted, and the CRM system should be connected to accurately push suitable products. For example, a “stay-up emergency package” should be recommended for users who often stay up late. In member service, the rights and interests should be visualized, and hierarchical services should be implemented, such as assigning exclusive beauty consultants to gold card members and reserving limited-edition products. For low-frequency consumption members, a “wake-up mechanism” should be triggered, and customized trial samples and one-on-one consultations should be given to activate consumption needs.