Retail Mystery Shopper Services
Understanding your customer’s experience will help you grow your revenues and profit. Make a lasting impression on your customers with outstanding customer service.
Marketing; advertising and promotions are costly. Don’t let those dollars go to waste with an average or subpar customer experience. Advertising and promotions will get customers through your door, but a positive customer experience will bring them back. Ensure your sales associates and store management team is prepared to provide the best possible customer service experience to your most important asset, the customer.
Surveys have shown that customer service is an important element in the decision making process that drives a customer’s return to your brand. In today’s economy it’s crucial that your brand stand out from that of your competition. Create repeat customers through outstanding delivered service.
The SPG mystery shopping services includes these standards as well as client specific benchmarks:
- Staff Appearance, Availability, Friendliness
- Telephone Interaction
- Associate Availability, Wait Times
- Willingness to Assist
- Up-selling / Add on Sales
- Product Knowledge
- Sales Skills
- Overcoming Objections
- Ability to Close the Sale
- Cash Wrap
- Returns
- Physical Plant Readiness
Retail Mystery Shopping will provide a detailed and objective window into the service delivery skills of your part time and full time staff. Reward associates identified as having delivered an excellent customer experience while coaching associates who delivered less than acceptable service.