Traditional Mystery Shopping
A company cannot manage what it cannot measure. Quality service happens when progressively-thinking companies provide quality-driven associate training, then measure their associates' performance on a regular basis using an objective third party source.
When aligned with an organization’s other quality assurance components such as customer surveys and employee training standards, mystery shop results will reliably indicate which stores, districts or regions will outperform the rest of the company for customer satisfaction and future sales from repeat customers.
A mystery shopping program designed and implemented by Service Performance Group will provide your company with actionable results for individual stores through to the senior management level to assist in your continual improvement initiatives.
The result: Increased customer loyalty and repeat sales.
Your ability to reward outstanding associate performance while coaching those associates identified as underachieving has never been better.
On site mystery shopping includes the following components, in addition to client specific criteria:
- Staff Appearance, Availability, Friendliness
- 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
- Physical Plant Readiness