Walk-in Secret Shopping or Mystery Shopping is one of the most effective methods for gathering feedback on your valuable client's shopping experience, and your competitors.
We had an experience recently, where a business owner contacted us, to ask if we could Mystery Shop one of their stores, because the owner could not understand why their turnover had dropped off so dramatically in that store. We suggested a competitor visit also, and the business owner agreed to this.
What we found out was that the service offered by our client’s outlet was not bad, it was just average, however, the customer service received at the competitor’s store was next level good, this was why our clients turnover had dropped off so dramatically.
Our Secret Shopper said that the competitor’s store made him feel like part of the family, the competitor store even agreed to meet him on any Saturday morning at an appropriate location, where he could trial the product in the environment he would be using the product in.
The shopper went on to say it was a no brainer, regarding where he would shop, it was like chalk and cheese.
When you use our walk-in Mystery Shoppers, you too will gain an invaluable insight into how your customers feel about doing business with your company, as well as, gaining a better overall understanding about the level of customer satisfaction our Secret Shopper received during their visit from your team members and salespeople, and how likely they would be to do business with you in the future, and to recommend your business to their friends and family members, which is the best advertising available, and its free.
When you undertake a Mystery Shopping | Secret Shopper program with The Secret Shopper Mystery Shopping Services we will build your business a customised Secret Shopper | Mystery Shopping program suited to your exact individual needs, we literally start with a blank piece of paper, and build the program specifically for your businesses needs and requirements.
What this means to you, is that you can decide which department the Secret Shopper visits and the individual product they shop for, this is very good for measuring the product knowledge of the team member our Secret Shopper speaks with during their visit.
During our fourteen years in the Mystery Shopping business, one of the metrics we have seen massive growth in is product knowledge, and we have recognised that if a team member does not have good product knowledge it can adversely affect the outcome of a sale, a confident team member with excellent product knowledge will always make more sales.
Many businesses are now recognising that customers buy from businesses who provide attentive, friendly and informed customer service, in a visually stimulating, clean and well laid out shopping environment.
It is also just as important to potential customers that the team member they are dealing with has a good grasp of the product they are selling, the features and benefits, great product knowledge.
We often hear feedback from our Secret Shoppers, who say they would not buy from a store because the team member who served them had little, or no, product knowledge, and this negatively affected their decision process, as they did not feel confident that the product would tick all the required boxes.
Potential customers want to feel confident they are purchasing the best possible product for their individual needs.
During our shopper preparation for each assignment, we provide our Mystery Shoppers with what the customer satisfaction experience should look like in an ideal situation, based on your non-negotiable standards for service, so that the actual experience can be measured against those standards.
One of the most important benefits of Mystery Shopping your business is often overlooked, and that is the return on investment (ROI). The most obvious area for ROI is upselling; however, never underestimate the cost of a poorly performing team member.
Just take into account the number of your valuable customers this team member will serve every day, if they are not converting those opportunities into sales, or even worse, this could be costing you thousands each day in lost sales, not to mention sending your valuable customers to your nearest competitor.
The cost of a good quality Mystery Shopping program pales into insignificance when you look at it from this point of view.
We see Mystery Shopping as a business health check, just like a visit to the doctor, I mean you would not buy a new car and never service it, would you?
Quite simply, if you have a business which has sales or service staff, either face to face or contacting your clients via telephone, or even via email, we can put together a competitively priced Secret Shopping package specifically designed for your business model.