Mystery Shopping
Mystery Shopping is the process of measuring and reporting on customer service and sales standards at the moment of purchase. Trained staff pose as genuine customers mostly in retail environments. It can either be 100% covert; purchase with no reveal, or covert and reveal; purchase made and revealed often with an on-the-spot reward. It can be carried out as a staff motivation/reward program and to identify staff training needs.
Here is a recent case study to enable you to get a feel for our experience and capabilities in this area:
Objectives:
Trade Appliances needed to identify if their sales teams really understood and communicated the crucial selling points for all their products and the values of their brand.
They needed help to understand what was happening at both retail and customer levels, they needed hard facts to make the right strategic decisions and staff development programs for the future.
Overview:
We implemented an experienced team of Mystery Shoppers to track the performance of Trade Appliances’ sales team over a four month period. We fully trained our mystery shoppers and developed a report form to capture their findings in-store. We collated the report forms and designed a database to capture key client requirements, analysed the data and delivered the results quickly and efficiently.
Results:
We identified key strengths and weaknesses and were delighted to find that the strengths most defiantly outweighed the weaknesses and service standards were being met.
Staff training needs were identified to improve performance with cross selling and selling up of products and following our analysis, benchmark standards were introduced to tracking improvements in overall performance and included bonus opportunities.
Client Testimonial:
“This was our first encounter with PromoPower and we found their Mystery Shopping activity to be a powerful way to reward our staff once they have delivered excellent service. Word of Mouth then spread throughout our network resulting in a general service level improvement….thanks to PromoPower!!”
Nigel Rhodes
Trade Appliances
... we can create a consumer experience that speaks volumes about your brand!
