Unit Nine
New Horizon English Course
Section B
Mystery Customers Are Everywhere
Unit Nine
CONTENTS
Introduction
Reading More
Text B
Words & Expressions
Exercises
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Introduction
In Text A，we learned about a special occupation as an air
courier, which appeals to those who enjoy traveling around the
world spending much less money on the air ticket.
Text B introduces a more interesting job, being mystery
customers. It sounds like a detective, but the purpose is
completely different.
Many companies hire these mystery customers to act as
regular customers to obtain the first-hand information about
C.H.A.M.P.S so as to improve their service.
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Text B: Mystery Customers Are Everywhere
“I find myself glancing at my watch to see how long I’ve
been standing in line,” she said. “Everywhere I go, I notice if
the dumpster gates are open or if there’s trash in the parking
lot.”
Ms. Clark is a “mystery shopper” －one of thousands of
workers that companies hire to act as regular customers in
order to measure customer service, cleanliness, and whether
a store is selling a product that meets a company’s standards.
Chinese
Text B Para. 1 - 2
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Mystery shoppers can be found, or rather, not found,
everywhere from restaurants and car shops to convenience
and department stores. They play a constant cat-and-mouse
game with business employees and managers. However, it’s
not all fun and games.
Once in the field, a mystery shopper will normally work
several stores or restaurants every hour, taking mental notes
while inside, then writing down their thoughts after they
leave.
Chinese
Text B Para. 3 - 4
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It’s important for mystery shoppers to be as exact as
possible because companies are looking for any information
they can use to improve their services. The mystery shopper’s
report won’t say, for example, “Does the trash can need to be
emptied?” What an educated shopper will say is, “The trash can
to the left of the front door was overflowing with 10 pieces of
trash on the ground.” It’s clear, then, that companies just need
the facts.
Chinese
Text B Para. 5
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C.H.A.M.P.S. stands for cleanliness, hospitality, accuracy,
maintenance, product quality, and speed of service.
Mystery shoppers have to be able to observe and take note
of each of these aspects of the restaurant within three to
five minutes. Restaurant shoppers might also need to
sample the food.
These days, mystery shoppers are armed with a number
of high-tech devices, such as a digital scale and a digital
thermometer, as well as a handheld PC for recording the
whole experience.
Chinese
Text B Para. 6 - 7
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It’s a challenging job, but a rewarding one. Mystery
shoppers can be full time or part time.
Full-time
workers tend to stick to set mystery shopping practices.
Part-timers often choose simpler, reward-based programs.
In these programs, the shopper explains himself or herself
to the store managers and awards prizes to employees
who gave great service.
Chinese
Text B Para. 8
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To be a mystery shopper, it’s important to be a
good observer, but sometimes it’s also important to
have the right look. Companies often take on shoppers
from certain backgrounds to better fit in with regular
customers. If a secret shopper is sent in, for example,
to do an expensive car shop, he or she must look like
this kind of buyer. “It’s a challenge to do your job
without being discovered,” Ms. Clark said, “because
most of the people that we work for are very aware of
the mystery shopping program.”
Chinese
Text B Para. 9
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1
Once in the field, a mystery shopper will normally work
several stores or restaurants every hour, taking mental notes
while inside, then writing down their thoughts after they
leave.
Meaning: Once a mystery shopper is on duty, he or she will
usually visit several stores or restaurants every
hour, keeping in mind their level of service, and
later writing all of this down after leaving.
Meaning of the Sentences
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2
Full-time workers tend to stick to set mystery shopping
practices.
Meaning: Full-time shoppers usually do their regular jobs in
a fixed manner.
Meaning of the Sentences
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3
In these programs, the shopper explains himself or herself
to the store managers and awards prizes to employees who
gave great service.
Meaning: In these programs, the mystery shopper introduces
himself or herself to the store managers after
finishing their task, and then gives the employees
something as a reward for their excellent service.
Meaning of the Sentences
Words & Expressions
New
words
notice
regular
standard
constant
maintenance
speed
sample
scale
tend
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Words & Expressions
Expressions
take mental notes
stand for
take note of
stick to
take on
fit in with
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Words & Expressions
notice v. & n.
v. pay attention (to) with the eyes, other senses, or mind;
observe 注意（到）
e.g. Did you notice anyone leave the room?
She did not notice that her mother was a little angry.
n. a written or printed announcement 公告；通知
e.g. The notice on the blackboard says there will be a meeting
this afternoon.
New Words
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regular
Words & Expressions
adj. customary, usual, or normal; occurring at fixed intervals; not
varying; constant.
e.g. John's our regular caller.
We have regular meetings every Monday.
n. a habitual customer
e.g. Tom is one of our regulars.
New Words
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Words & Expressions
standard
n. [C] a level or degree of quality that is considered proper or
acceptable 标准；规格；水平
e.g. living standards
One should have his/her own personal standard of right or
wrong.
adj. generally recognized as correct or acceptable 标准的
e.g. standard British English 标准英式英语
It is a standard computer keyboard.
New Words
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Words & Expressions
constant adj.
【1】 continually happening or repeated 不断的；连续发生的
e.g. He is under constant attack in the newspaper.
They make constant use of their computers.
【2】 fixed or unchanging 始终如一的；恒久不变的
e.g. His hard work is a constant inspiration to us all.
Nothing is constant.
New Words
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maintenance n.
【1】 [U] the act of keeping sth. in good condition 维护；保养
e.g. Careful maintenance can extend the life of your car by several
years.
There are thorough maintenance checks on each plane before
takeoff.
【2】 [U] the act of continuing to have or do as before 维持；保持
e.g. The maintenance of peace and quiet is necessary in a hospital.
Their foreign policy involves the maintenance of friendly
relations with all countries.
Words & Expressions
New Words
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speed
n. 【1】 [U] quickness of movement or action 迅速；快速
e.g. More haste, less speed.
【2】[C; U] a rate of movement calculated by dividing the
distance traveled by the time taken 速度；速率
e.g. He drives the car at a steady speed.
v. 【1】go, pass, or take quickly 迅速前进；急行；带着……快走
e.g. The holidays sped by and soon it was time to go back to
school.
【2】 (cause to) move, go, or happen faster（使）加速；增速
e.g. The new equipment will speed up production.
Words & Expressions
New Words
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Words & Expressions
sample
vt. try a small amount of food, try an activity, etc. to see what it is
like 试尝；检验；抽样
e.g. He sampled the pudding and found it to be delicious.
n. [C] a small part representing the whole; typical small quantity,
thing, event, etc. 样品；实例；标本
e.g. sample survey 抽样调查
The doctor took some blood samples.
大夫取了几个血样。
New Words
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Words & Expressions
scale n.
【1】 [C] a weighing machine 磅秤；秤
e.g. I weighed it on the kitchen scales.
【2】[C; U] size or level in relation to other things or to what is
usual 规模；范围
e.g. The company is producing digital TV sets on a large scale.
We should fight against AIDS on a global scale.
New Words
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tend v.
Words & Expressions
【1】 have a tendency; be likely (to do or be) something; 倾向于
e.g. Some young couples tend to have no children.
A creative person tends to approach a problem from a new angle.
【2】 take care of; look after 照料；看护；服侍
e.g. They want a nurse who can tend them.
He tends the shop when his father is away.
New Words
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take/make mental notes 记在心里
e.g. I took mental notes of what he said.
When he mentioned his birthday casually, she took a
mental note of it.
I didn't take any notes.
Please make a note of my new address.
Words & Expressions
Expressions
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stand for
1. be a sign of; represent; mean 象征；代表；意味着
e.g. Yellow roses stand for friendship.
2. (in questions and negatives) allow to continue; accept without
complaining（用于疑问句和否定句）忍受；容忍
e.g. I won’t stand for her bad manners any more.
How can you stand for such bad working conditions?
Words & Expressions
Expressions
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take note of : pay careful attention to
e.g. Mystery shoppers have to be able to observe and take note of
each of these aspects of the restaurant within three to five
minutes.
神秘顾客必须在三五分钟内观察并留心他们所检查的餐馆
在这几方面的全部情况。
Practice
1. 你要留意她对你讲的话。
You should take note of what she tells you.
Expressions
Words & Expressions
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stick to: 坚持；坚守；不放弃
e.g. Full-time workers tend to stick to set mystery shopping
practices.
全职神秘顾客往往会坚守此行业已经建立的工作惯例。
Practice
1. 他向来说话算数。
He always sticks to his word.
2. 这份文件非常清楚地表明，中国将坚持改革开放的
政策不变。
It is made quite clear in the document that China will stick
Words & Expressions
to its open-up policy.
Expressions
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take on 雇；雇佣; 从事，开始对付
e.g. The company is beginning to take on new workers.
这家公司开始雇用新工人。
Practice
1. 这些年来他摆出了一副银行家的派头。
Over the years he has taken on the look of a banker.
2. 他担负了额外的责任。
He took on extra responsibilities.
Words & Expressions
Expressions
fit in with:（使）符合；适合
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e.g. Companies often take on shoppers from certain backgrounds
to better fit in with regular customers.
公司通常会雇一些有特定背景的人，从而使他们看上去
更像普通顾客。
Practice
1. 他初来乍到，和同事们处好关系还需要时间。
He is new here. It will take time for him to fit in with his fellow
colleagues.
Words & Expressions
Expressions
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Exercises
Part I
Part II
Part I: Choose the best answer.
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B experience for me.
1. Four years’ study at college is a ___
A. constant B. rewarding
C. standard D. mental
A visitor of our family.
2. He is my father’s best friend and a ___
A. regular
B. convenient C. digital
D. continuous
3. The girl was taken C
___ as a secretary in the company after her
first interview.
A. in B. up
C. on
D. after
D to the task until it is finished.
4. Whatever happens, they’ll ___
A. lead
B. tend
C. want
D. stick
C outside the bank.
5. The police found two men ___
A. wander B. wandered C. wandering D. to wander
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A
6. Don’t take what I said so serious. It’s only ___.
A. fun and games
B. fun and game
C. funs and
games
D. funs and game
C the International Olympic Committee.
7. The IOC ___
A. takes notes
B. is armed with
C. stands for
D. sends in
A my guide in your town? It is completely new to
8. Can you act ___
me.
A. as
B. on
C. up
D. for
A with his colleagues.
9. The man is easy-going and ___
A. fits in
B. suits
C. gets well D. matches
C the field for the four- hundred10. At the sports meet, I shall be ___
meter running.
A. on
B. at
C. in
D. with
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Part II: Use the right form of the given word to finish the
sentences.
working with the company is the
1. The main benefit of (work) _________
opportunity to travel abroad.
relaxing to play tennis, and it takes my mind
2. I find it (relax) __________
off my work.
fast as we could, hoping to catch the 9:30
3. We walked as (fast) ______
train to/for Wuhan.
information about the project.
4. We have got some (information) ___________
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5. Studying English is a (reward) rewarding
_________ experience for me.
being noticed
6. He left the classroom without (notice) ____________.
to finishthe work before the boss comes
7. You need (finish) ________
back.
to get angry when people disagree with
8. He tends (get) _________
him.
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Para. 1- 2
译文
“我发现自己不时地看表，计算着自己排队等候了多长
时间，”她说。“每到一处，我就注意观察垃圾箱的门是
否敞开着或者停车场是否有垃圾。”
克拉克女士就是被公司雇佣的成千上万的“神秘顾客”
之一——他们乔装成普通顾客，检查商店的客户服务质量、
店面的清洁程度以及商店出售的产品是否符合公司的标准。
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Para. 3- 4
译文
虽然难以觉察，但从餐馆到汽车经销店，从便利店到
百货商场，神秘顾客的身影随处可见又不可见。他们总是
在和商店的职员和经理们玩“猫捉老鼠”的游戏。然而，
这绝不是游戏打闹。
一旦工作起来，神秘顾客通常每小时要跑几家商店或
餐馆，把里面的情况默记在心，离开后再写下自己的想法！
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Para. 5
译文
神秘顾客的工作应该尽量准确，这一点非常重要，因为
公司正尽可能寻求一切信息来改进他们的服务质量。譬如
说，神秘顾客的报告上不会写“是否该清理垃圾桶了？”
一个训练有素的神秘顾客会说：“前门左侧的垃圾桶满了，
有十余件垃圾散落在地上。”显然，公司需要的仅仅是事
实。
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Para. 6-7
译文
C.H.A.M.P.S. 这几个字母代表的是清洁、好客、精确、设
施维护、产品质量和快速服务。神秘顾客必须在三五分钟内观
察并留心他们所检查的餐馆在这几方面的全部情况。餐馆里的
神秘顾客有时还需品尝食物。
近来，神秘顾客还配备了许多高科技装置，如数码秤、数
码温度计以及用来记录全部体验过程的掌上电脑。
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Para. 8
译文
这是一项既富挑战性又有意义的工作。神秘顾客可以是
全职，也可以是兼职。全职人员往往会坚守此行当业已建
立的工作惯例，而兼职人员通常会选择一些更简单的、建
立在奖励基础上的项目。在这些项目中，神秘顾客通常会
向商店经理公开身份，并建议奖励那些工作出色的员工！
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Para. 9
译文
要做神秘顾客，敏锐的观察力非常重要，同时也要扮得
有模有样才行。公司通常会雇一些有特定背景的人，从而使
他们看上去更像普通顾客。如果要派一位神秘顾客去检查一
家高档汽车经销店，那么他（她）看上去就必须像这样的买
主。“要想工作时不暴露自己的身份可不是一件容易的事，”
克拉克女士说，“因为在我们的服务对象中，多数人很清楚
神秘顾客项目。”