Mystery Shopping
Mystery shopping is a tool to evaluate the total sales process,
including after sales services, including the execution of the
process. In Mystery Shopping one or more of our employees simulate
the behavior of a customer and report there experiences and
evaluation. Essential is the assessment of the experience of the
customer, not the causes of it.
Mystery shopping is used to assess:
-
Execution of retail processes, e.g. with franchise chains.
-
Execution of after sales processes, e.g. with car sales .
-
Execution of sales processes in business-to-business relations,
e.g. with industrial companies.
Effects of Mystery Shopping
Personnel:
-
Improving the
alertness of employees.
-
Improving the
customer service by employees.
-
Assessment of the
execution of the sales intructions.
-
Training of the
sales force.
Base for process improvements:
-
Workinstructions
for sales force.
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Design of the sales
environment, e.g. shops.
-
Design and
execution of after sales services.
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