Mystery shopper: increasing sales, improving service quality
Posted: Tue Dec 24, 2024 7:49 am
Quality service is a guarantee of high sales and profits. If an enterprise intends to evaluate the performance of its personnel and understand what level of service clients actually receive, then it cannot do without such a marketing tool as a “secret shopper”.
Mystery shopper
What is a mystery shopper for?
Conducting an anonymous check helps to solve the following problems:
Increase sales. There is a direct relationship between the level of service and sales. The better the service, the greater the volume of successfully sold goods, rendered services. The mystery shopper argentina email list method is aimed at increasing the flow of customers, both new and regular.
Improve the company's image. A clean room, a neat appearance, polite, competent speech, a smile and a friendly attitude of consultants who know everything about the product/service and are always ready to help have a positive effect on the attractiveness of the company, regardless of its field of activity. Clients always want to come back to such a place. A mystery client helps to find out what exactly needs to be worked on.
Find out the tricks of competitors. If a store or service cannot understand why sales are falling, clients are switching to competitors, then it is necessary to find out what the competitors have that you do not. A mystery shopper analyzes the work of another store, enterprise and compiles a report, thanks to which the company learns its weak points in order to work on them.
Increase motivation and discipline. Mystery shoppers help the customer learn how employees work when managers are not around. In addition, if you confront the staff with the fact of a possible audit, the quality of customer service will increase significantly. For additional motivation, you can reward employees for good work, for example, with a bonus.
How does the check proceed?
A mystery shopper is an ordinary person (18 to 65 years old) who is specially hired by a company to assess the level of customer service provided by its staff. The customers are most often trading companies, banks, service management, catering establishments, telecommunications companies, etc.
Initially, the customer must define the goals and objectives that they set for themselves using the "Mystery Shopper" method. Then they make a list of requirements for the behavior of the performer of the marketing research, search for a suitable candidate and instruct. The mystery shopper visits a retail outlet, salon, establishment, consults and makes a purchase. Sometimes a special scenario is made for an anonymous check to find out whether the consultants will be able to establish a trusting contact with a difficult buyer or not, for example, with a picky, conflicting or capricious client.
How does the check proceed?
During the covert research, the following is analyzed:
how interested the staff is in customers;
how employees react in non-standard situations;
were they polite and correct with customers;
do they have the necessary information to answer buyers' questions.
In addition, the mystery shopper pays attention to the store environment, product display and other factors of service provision. After which he/she fills out a questionnaire-report. In order for the hired buyer to approach the work responsibly, customers ask to record the consultation on a dictaphone during the visit, take photos.
Based on the compiled report, the company develops recommendations for improving the work of service personnel. Also, the results obtained during the covert study are used to conduct training for the company's employees and improve their qualifications.
Join and choose thousands of products for wholesale and dropshipping from Ukrainian suppliers for your business, upload products to your online store!
Categories: Blog , Useful articles , Sales
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Mystery shopper
What is a mystery shopper for?
Conducting an anonymous check helps to solve the following problems:
Increase sales. There is a direct relationship between the level of service and sales. The better the service, the greater the volume of successfully sold goods, rendered services. The mystery shopper argentina email list method is aimed at increasing the flow of customers, both new and regular.
Improve the company's image. A clean room, a neat appearance, polite, competent speech, a smile and a friendly attitude of consultants who know everything about the product/service and are always ready to help have a positive effect on the attractiveness of the company, regardless of its field of activity. Clients always want to come back to such a place. A mystery client helps to find out what exactly needs to be worked on.
Find out the tricks of competitors. If a store or service cannot understand why sales are falling, clients are switching to competitors, then it is necessary to find out what the competitors have that you do not. A mystery shopper analyzes the work of another store, enterprise and compiles a report, thanks to which the company learns its weak points in order to work on them.
Increase motivation and discipline. Mystery shoppers help the customer learn how employees work when managers are not around. In addition, if you confront the staff with the fact of a possible audit, the quality of customer service will increase significantly. For additional motivation, you can reward employees for good work, for example, with a bonus.
How does the check proceed?
A mystery shopper is an ordinary person (18 to 65 years old) who is specially hired by a company to assess the level of customer service provided by its staff. The customers are most often trading companies, banks, service management, catering establishments, telecommunications companies, etc.
Initially, the customer must define the goals and objectives that they set for themselves using the "Mystery Shopper" method. Then they make a list of requirements for the behavior of the performer of the marketing research, search for a suitable candidate and instruct. The mystery shopper visits a retail outlet, salon, establishment, consults and makes a purchase. Sometimes a special scenario is made for an anonymous check to find out whether the consultants will be able to establish a trusting contact with a difficult buyer or not, for example, with a picky, conflicting or capricious client.
How does the check proceed?
During the covert research, the following is analyzed:
how interested the staff is in customers;
how employees react in non-standard situations;
were they polite and correct with customers;
do they have the necessary information to answer buyers' questions.
In addition, the mystery shopper pays attention to the store environment, product display and other factors of service provision. After which he/she fills out a questionnaire-report. In order for the hired buyer to approach the work responsibly, customers ask to record the consultation on a dictaphone during the visit, take photos.
Based on the compiled report, the company develops recommendations for improving the work of service personnel. Also, the results obtained during the covert study are used to conduct training for the company's employees and improve their qualifications.
Join and choose thousands of products for wholesale and dropshipping from Ukrainian suppliers for your business, upload products to your online store!
Categories: Blog , Useful articles , Sales
share