Real Estate Mystery Shopping Program
Become a certified mystery shopper and help evaluate Dubai's real estate service standards
How It Works
Review Training
Complete our comprehensive training program to understand evaluation criteria and best practices
Pass Assessment
Score 75% or higher on the aptitude assessment to qualify as a mystery shopper
Receive Scenario
Get your assignment with exact timing - be available and stick to your investor persona
Record & Evaluate
Receive the broker's call, record the interaction, and assess their performance
Submit Report
Complete the evaluation questionnaire and submit within 48 hours
7-Day Follow-up
We contact you on day 7 for integrity assessment and audit closure
💳 Payment Information
All reimbursements are transferred on the last working day of each month
Update your bank details: View Instructions →
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Program Overview
Mission Statement
As a mystery shopper, you will pose as a genuine property buyer to evaluate the quality of service, professionalism, and integrity of real estate brokers in Dubai.
🎯 Your Role
Act as an interested property buyer with genuine investment intentions
📊 Key Metrics
Evaluate service quality, knowledge, sales approach, and integrity
⏱️ Timeline
Initial contact + 7-day integrity assessment period
📝 Deliverables
Detailed evaluation report with recorded interactions
Mystery Shopping Process Workflow
Receive scenario details, property link, and timing instructions
Click provided link and express interest at designated time
Receive and record incoming call, engage naturally
Continue conversation, receive property details
Complete evaluation based on interaction quality
7-day monitoring for unauthorized contact
Pre-Audit Preparation
Essential Dubai Real Estate Knowledge
Developing Your Buyer Persona
Creating a Believable "Hot Client" Profile
Key Characteristics:
- Urgency: Express time-sensitive interest (relocating soon, investment opportunity)
- Capability: Demonstrate financial readiness without being specific
- Knowledge: Show basic understanding but eagerness to learn more
- Decisiveness: Appear ready to move forward with the right property
"I saw your property listing online and I'm very interested. I'm looking to invest/relocate to Dubai soon and this seems to match what I'm looking for."
• What's the expected ROI on this property?
• Are there any payment plans available?
• What are the service charges?
• Is this eligible for Golden Visa?
• What's the handover date? (for off-plan)
• Are there similar units available?
Evaluation Criteria
📞 Customer Service
- Response time (within 10 min?)
- Professional greeting
- Courtesy and patience
- Active listening skills
- Follow-up commitment
📚 Market Knowledge
- Property details accuracy
- Area knowledge
- Investment insights
- Legal requirements understanding
- Market trends awareness
💼 Sales Skills
- Needs identification
- Solution matching
- Objection handling
- Closing techniques
- Pressure tactics (negative if present)
⚙️ Operational Efficiency
- Information organization
- Documentation provided
- Process clarity
- Technology utilization
- Time management
🔒 Integrity Assessment (Most Critical)
7-Day Monitoring Period: Document ANY contact from other brokers/companies not affiliated with the original broker. This indicates potential data sharing breach.
Recording & Documentation Requirements
Mandatory Documentation
• Use approved recording app before answering
• Ensure clear audio quality
• Save with format: Date_Time_BrokerID
• Remember: You don't know who's calling - act naturally surprised
• Screenshot all message exchanges
• Save all received documents/brochures
• Document response times
• Respond naturally with 30-60 min delays
• Complete service quality assessment
• Rate market knowledge and sales skills
• Document operational efficiency
• Submit without integrity section initially
• Monitor for ANY unauthorized contact
• IMMEDIATELY report any breach to Incognito
• Keep detailed log: Date, Time, Company, Contact method
• Scheduler will contact you on Day 7 for final integrity assessment
Acting Like a Real Client
Behavioral Authenticity Guidelines
✓ Natural Behaviors
- Take 30-60 minutes to respond to WhatsApp
- Sometimes respond briefly: "Ok", "Thanks"
- Occasionally miss calls and call back later
- Ask for time to "discuss with spouse"
- Show busy schedule
- Request information to be resent
- Express comparison shopping naturally
- Have changing priorities
- Sometimes go quiet for a day
✗ Suspicious Behaviors
- Responding instantly to every message
- Being available 24/7 without fail
- Knowing broker's name before introduction
- Reading scenario details verbatim
- Being overly formal or scripted
- Never showing uncertainty
- Accepting everything without questions
- Being too perfect a client
- Never showing typical buyer concerns
⚠️ Critical Mistakes to Avoid
1. NEVER say: "I'm expecting a call from [Broker Name]" - You don't know who will call you!
2. Scenario Usage: The scenario is a GUIDELINE only. Speak naturally in your own words.
3. Over-preparation: Real clients need time to think and check with partners.
4. Being Too Available: Real clients have lives - don't be available 24/7.
Essential Investor Questions
Questions Real Dubai Property Investors Ask
💰 Financial Questions
- "What's the current rental yield?"
- "Service charges disputes?"
- "Occupancy rate in building?"
- "Last 3 years' service charges?"
- "Typical appreciation rate?"
- "Bulk purchase discounts?"
📋 Due Diligence
- "Developer track record?"
- "Previous project delays?"
- "Building fully sold?"
- "Property management quality?"
- "Major maintenance planned?"
- "Building financials available?"
🗝️ Technical Questions
- "Build quality assessment?"
- "Known development issues?"
- "Chiller free or not?"
- "Parking included?"
- "Renovation possibilities?"
- "Snagging process?"
📈 Market Questions
- "Rental demand here?"
- "Typical tenant profile?"
- "Upcoming developments?"
- "Area comparisons?"
- "Exit strategy options?"
- "Historical sales data?"
Mystery Shopping Best Practices
Do's and Don'ts for Successful Evaluation
✓ DO's
- Listen more than speak (70/30 rule)
- Ask open-ended questions
- Show genuine enthusiasm
- Take mental notes
- Respond promptly to follow-ups
- Maintain consistent story
- Be polite and professional
- Allow broker to lead
- Express urgency appropriately
- Document everything immediately
✗ DON'Ts
- Don't be overly aggressive
- Don't reveal you're evaluating
- Don't use fake contact details
- Don't contradict yourself
- Don't be unrealistic
- Don't refuse all suggestions
- Don't be completely silent
- Don't test personal boundaries
- Don't share evaluation
- Don't be unprofessional
Handling Common Scenarios
Scenario Response Guidelines
Response: "I'm flexible for the right property. What options do you have in this development/area?"
Response: "I'm ready to move quickly for the right property. I'd like to make a decision soon."
Response: "I'm exploring a few options but your listing caught my attention. I'd like to know more."
Response: "I'd like to understand more details first. Can you send me the full information?"
Response: "I'll arrange those once I've decided on the property."
Summary & Next Steps
Key Takeaways
- Your Mission: Evaluate broker performance as a genuine prospective buyer
- Timeline: Initial contact + 7-day integrity monitoring
- Focus Areas: Service, Knowledge, Sales Skills, Efficiency, INTEGRITY
- Documentation: Record all interactions, complete evaluations promptly
- Professionalism: Maintain cover and ethical standards throughout
Pre-Audit Checklist
- ☑ Recording app ready
- ☑ Scenario reviewed
- ☑ Persona prepared
- ☑ Dubai RE terms understood
- ☑ Evaluation form accessible
- ☑ WhatsApp ready
- ☑ 10-min callback window available
- ☑ 7-day monitoring set
🎓 MANDATORY NEXT STEP
Complete the aptitude assessment to qualify as a mystery shopper
Mystery Shopper Aptitude Assessment
Instructions: Answer all 12 questions to qualify as a mystery shopper
Time: 10-15 minutes | Pass Score: 75% (9/12 correct)