Like the mystery shopper programs conducted by consulting firms for large retailers, restaurants, and hotels, the Independent Retail Assessment Program (IRAP) applies a customer-centered approach to assessing the strengths and weaknesses of small retail enterprises by providing information about their shoppers’ impressions and experiences. A team of anonymous shoppers visits participating businesses and records their impressions. Selling skills, visual displays, pricing, product offerings, and the location and surrounding areas are just a few of the characteristics the shoppers evaluate. Observations are recorded and then compiled into a summary report for each participating business, including recommendations and strategies for improvement.

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