Our Mystery Shopping experience covers a wide range of market sectors. We have experience in providing mystery shopping services to various clients that include restaurants, hotels, banks, and retail outlets.
Environment and Facilities - is everything working properly, clean and tidy, well-presented?
Performance against service standards - are specific standards being met, all the time, every time?
Politeness and helpfulness of staff - do staff have the requisite interpersonal skills?
Product knowledge - do staff understand the features, functions, and benefits of the products/services you offer?
Process knowledge - staff may know what to do, but do they know how?
Test purchases - does staff adopt a needs-based approach to selling, and are they overcoming objections, closing sales effectively, and cross-selling/up-selling?
Test purchases - does staff adopt a needs-based approach to selling, and are they overcoming objections, closing sales effectively, and cross-selling/up-selling?
Refunds and complaints procedures - how are customers treated when returning products, and how are customer complaints handled?
Product support - are new products being promoted effectively, particularly by third-parties who sell products/services from more than one manufacturer/supplier?
Merchandising and product availability - are appropriate POS materials and other literature being used, and are adequate product stocks available and displayed effectively?
Help Lines, Support Lines - how well does an organization perform when dealing with customers ‘over the phone’?
Price audits - are prices competitive and consistent across outlets?
Competitor benchmarking - how well does your organization perform relative to your competitors?
Web sites - how well does an organization perform when dealing with customers on-line?
Offer fulfillment - did the sales prospect receive the requested information, etc?
Fault diagnosis and rectification - was the ‘problem’ diagnosed correctly, and the most (customer-) effective remedy recommended/used?
Eligibility for award/reward - assessing staff performance within an award/reward scheme.
Training audits - what training is required/is the training effective?
