|
How often is your least experienced and
lowest paid employee your front-line salesperson who actually
meets your customers?
It is important to remember that
This front-line person is ‘Your Business’ in the eyes of your
customers.
A Mystery Shopper visits your business anonymously, posing
as a regular customer and experiences and evaluates a
‘snap-shot’ of the customer service at that time.
To evaluate your customer service from a customer's
perspective
The objective of our Customer Care Mystery Shopping is to
measure and evaluate the quality of customer service and
selling skills demonstrated by your salespeople when they
are with your customers.
Mystery shopping provides you with a detailed assessment
of your staff’s performance and the variables that affect
your customer's experience and satisfaction. It is an
objective view of your business through the eyes of your
customer and a mechanism to assess the strength of the
customer service experience including:
- Store Layout, Appeal and Promotion Recognition
- Staff Approach and Greeting
- Staff Presentation, Attitude and Professionalism
- Product Knowledge
- Suggestive Selling Skills and Add-ons
- Overcoming Objections and Closing the Sale
- Farewell and Encouragement to Return
- Telephone Etiquette and Service
- Customer Loyalty
Customer Care Mystery Shopping Programmes can provide
valuable feedback regarding:
- Customer Service Levels
- Employee Performance
- Areas to Focus Training Efforts
- Basis for Introducing Incentive Rewards
- Effectiveness of Telephone Training
- Accessibility of Key People
- Competitor Performance (by initiating mystery shopping
on your competitors)
- Comparison Pricing
Consumer Awareness and Competition are at an all time high.
To compete and grow, your business needs to provide:
- Unsurpassed Customer Service
- Exceed your Customer's Expectations
Our Mystery Shopping Programmes can help you achieve
competitive advantage by tracking your customer service
delivery much as you would track your financial performance. Our
comprehensive reports are key management tools providing
you with objective feedback to support your:
- Customer Service and Sales Training
- Performance Reviews and Incentive Programs
You will gain insight into the calibre of your salespeople
and understand what they do well. You will be able to recognise
and reward your ‘superstars’ by setting a ‘superstar’
benchmark. Our experience indicates this actually
increases the service standards of the rest of your salespeople
as they are more motivated to provide excellent service and know
that any customer is a potential ‘Mystery Shopper’.
An effective Mystery Shopping Programme may uncover
performance operational issues, requiring attention before
they result in a loss of business or market share.
How often do customers receive exceptional service from
your salespeople?
How often does a customer receive such poor service that they
will never return?
Do your salespeople approach and greet your customers in a
friendly manner?
Do your salespeople actively cross-sell and up-sell?
Mystery Shopping can be an effective
way to measure your customer’s experience to answer these
kinds of questions.
|
Mystery
Shopping