A warm welcome puts them at ease to state their needs. Mystery shoppers are trained to ask pertinent questions to analyze the knowledge of your employees. You can structure the shopping reports to meet your needs, so you can test the knowledge of your employees in specific areas.
Sales Skills In any business, up-selling is crucial to increasing revenue. Paint buyers need brushes and drop cloths, mattress shoppers no doubt want new pillows, purchasers of haircuts need shampoo.
Mystery shoppers are skilled in creating opportunities for upselling, a trait your sales staff needs to increase your bottom line. Mystery shoppers are trained to ask questions of your choosing that meet your particular needs. Parting Remarks Building a base of repeat customers is critical to long-term success. Closing remarks from your staff are as important as opening statements. Mystery shopper reports provide exact quotes along with comments on the demeanor of the staff members who bid them farewell.
If a customer feels appreciated and that you have something new to offer on a return visit, you build loyalty and goodwill. Mystery shopping is not only the provision of data. If simply reviewing data or scores made us better, many of us would be star athletes or wall street tycoons. What mystery shopping does is provide an on-the-ground assessment of the application of key behaviors by our front line associates.
However, these assessments alone are not enough. Once we receive the evaluations, the magic really begins. Utilizing the feedback from RBG mystery shoppers, we now have a hyper focused roadmap of what key behaviors to discuss with our frontline associates. Rather, they are stimuli for regular conversations about our steps of sales and service.
When we think about it, steps of sales and service are not natural human behaviors; they are learned behaviors. A comparable behavior is looking both ways before we cross the street. One of mine is, "Would you be willing to drive past a competitor to return to this location based on the service you received today? I work with clients to get their shopper surveys just right and actionable. One client with 14 locations is now tops in her franchise; another's average check continues to rise.
Is it a mystery? Nope, a mystery shop. Yes you can try to save money by putting those surveys on your receipts and training your cashiers to "circle the web address and tell them what the prize is" but that's not a true judge of the experience. Those who had a rotten experience will be looking for some compensation and many will quickly checkoff whatever radio buttons they need to qualify their entry for the prize.
When you use a secret shopping company, don't just print it out and stick on the employee bulletin board. Good or bad it should be gone over with a supervisor in private with who did what when.
Then they should go over it in private with the employees who were on. Only then, after those who were most responsible for the score have been counseled should you share, ideally in a store meeting. Delete the names, dates and times so they aren't guessing who was responsible or you'll defeat the learning for the team.
To succeed in a lurching economy, as competitors cry the blues and leave your market, you need to consistently provide clear expectations and demand high standards of well-trained employees. Cutting another shift or saving ten cents on freight is like a poor marksman looking at the edge of the target.
In Person Sales Training. Retail Retail Sales Training. Retail Sales Training Online. Retail Sales Strategy. Retail Merchandising. The importance of customer experience and mystery shopping. But how does a business measure and improve the level of the customer experience they deliver?
To know more about our Customer Experience service follow the below link: Customer Experience. Share on Linkedin. Share on Facebook. Share on Twitter. Share on Email. Posted in News. Recorded at TruInclusion. This website uses cookies to improve your experience.
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