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Onsite Shop Audit:
Mystery shoppers engage in the shopping behavior of your
average customer, but with a specific agenda in mind.
They visit
each business location involved in your mystery shopping
program, and adopt a specific "shopping scenario" that
would represent a "typical" experience in dealing
with your business. They are tuned in, however, to making
observations about and reporting on selling skills, product
knowledge, and compliance with service standards and operating
procedures. Visits are conducted according to a set frequency
of mystery shops on a periodic (weekly, monthly, quarterly)
schedule. Phone Audit:
We offer telephone Mystery Auditing to help our customers
determine the level of telephone service that is currently
being offered. The approach is the same as that of an onsite
audit to the stores. We first determine what our clients¡¦
expectations are for the associates answering the phone,
and then look for opportunities to help them improve those
expectations by creating an audit form to capture the actual
customer experience.
Competition Audit:
These audits are performed
at your competitors¡¦ locations to provide you with information
such as pricing,
service and performance levels of your competition.
Motivation for frontline staff:
When an incentive
is offered for meeting several basic objectives, a Mystery
Shopping
program can be a powerful tool for motivating sales and service
people. The criteria for getting an award should be based
on meeting several basic customer service or sales objectives.
When an employee meets these service or sales objectives,
our field representatives will identify themselves and present
an on-the-spot award.
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