Are we presenting our company positively and professionally?
Do we have minimum sales and service standards in place?
Does our staff take responsibility for each enquiry?
Does our staff take ownership of each enquiry?
Can we improve on our conversion rate?
Does our staff have good product knowledge?
Ask yourself:
Do your personnel -
Follow the sales process
Offer consistent service
Deliver service that meets minimum standards
Build trust with your customers
Find it easy to close the sale
Are they efficient?
Are they productive?
Are our sales staff up to standard?
If you are not sure of any of the above, yourcompany will benefit from conducting Mystery Shopping
The Mystery Shopper Survey program is a perfect tool to establish whether your telephone or on site staff is following the correct protocol whether it is customer service standards or minimum sales skills. It is designed to put systems in place to enable you to standardize levels of service and sales skills.
The Mystery Shopper program is designed not only to give you a statistical view of your sales staff's performance but also to establish training needs. Staff may use this program as a self evaluation process in order to see where your staff may improve.
The Mystery Shopping Program is used by companies who would like to ascertain the level of service given to its customers, be it sales or customer care related, by using a member of our team posing as a “Mystery Shopper”.
This process can be done in one of two ways:
Telephonic
This program is most commonly used where your sales or customer care issues are based on telephonic interaction. Our team will telephone your company and pose as a customer, and this will be recorded. During the entire enquiry, they will evaluate the service received to ascertain whether or not your staff are following the company objectives and are endeavouring to “close the sale”. The data is then collated and a report compiled on that data.
On-Site
Our team will visit your premises posing as shoppers in order to conduct the evaluation. Once they have finished, a questionnaire will be completed and a report compiled based on the data in the questionnaire.
Mystery Shopper is a must for any business with clients!
Key Benefits
Your sales personnel will:
follow the sales process
offer consistent service
deliver service that meets set standards
build trust with the customer
find it easy to close the sale
be efficient
be productive
