Mystery Shopping
Latest developments around the world highlight the need for mystery shopping.
Mystery shopping and Telephone Auditing are efficient methods to measure and improve telephone customer service and increase sales. Businesses will never be left wondering how they're doing.
Professional Communication Training techniques accurately measure service levels and selling skills against a set of customer service and sales performance standards, tailored specifically for each business.
Champions in any field have a coach. Imagine being able to receive real time feedback from a mystery shopping coach so that opportunities to increase sales are identified and implemented immediately. Focused training can meet any identified skills gaps.
Is your business missing out on sales opportunities?
By providing staff with the necessary knowledge and skills and continually measuring for performance improvement, customer satisfaction and sales opportunities will be optimised.
Research is showing that customers’ sales expectations are rising. They are demanding higher levels of service wherever they go.
People are getting busier and becoming more impatient ...they want it now and if you can’t provide it they’ll find someone who can.
Approximately 68% of customers we lose is due to poor customer service skills!!
A business providing professional customer service looks the same as a business providing poor service - customers come back for good service.
Customers get frustrated and angry with the run around - “Press one for this, press two for that” Finally they reach a sales person who’s having a “can’t be bothered” day, “tell someone who cares” attitude or “near enough is good enough” behaviour – cross selling and up selling opportunities are being pushed away.
Nobody really knows the full damage a lost customer can cause your business, we do have some frightening statistics and we know that it costs about six times more to replace one.
Let Professional Communication Training identify skills gaps in your team and implement standards that will improve performance, productivity and results.
Training is an investment – losing customers is a cost.
Monitoring/ Mystery Shopping will identify skills gaps in the following areas:
- The timing of the response
- The greeting/welcome
- Attitude/voice tone
- Listening/clarifying customer needs
- Identifying buying signals
- Acknowledging customer concerns
- Product knowledge
- Presenting the product/service
- Recognising buying signals
- Cross selling/up selling opportunities
