Mystery shopping is a great tool to identify your company’s pros and cons and identify where improvement is required or who should be rewarded.
A mystery shopper is generally given a survey list by the company that is conducting the mystery shopping programme. The information points that a shopper takes down covers the following,
- The number of employees after the shopper enters the location
- The time that it take for the employees to greet or acknowledge the shopper
- How the employees greet whether they’re friendly, polite etc
- The question asked by the shopper
- The response of the employees
- How well the employees handled the sales arguments by the shopper
- Level of speed in serving the customer
- Hygiene and order of the location
- Adhering to the company’s rules in terms of service standard, appearance etc.
A mystery shopping company usually trains the shoppers on how to conduct the survey successfully.
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