line decor
  Home Page
line decor
   

Figurines

 

 


 Motorcycle

 

 

Brake Rotor

 

 

Road Roller

 

 

Shopping Centre


MYSTERY SHOPPING

Mystery Shopping is probably one of the most misunderstood forms of business & personnel skills assessment tools available, yet one of the most effective when utilized correctly.

Mystery Shoppers, sometimes called a Phantom Shopper or Secret Shopper, can efficiently measure sales &  service standards that are being presented to customers by random sampling of business sales & service. They can also measure individual sales and customer service staff performances showing areas of an individual's skill strengths & areas for improvement. Sales Image designed & developed assessment instruments predominately take the form of Phone-In Mystery Shoppers and Walk-In Mystery Shoppers. Sales Image trained assessors using tailored assessment instruments, designed in house by Sales Image around proven performance benchmarks, contact the company as a customer sampling the level of customer service provided at the time of contact. They may contact the business making a Telephone Enquiry or enter the business as a Walk-In Customer looking for an individual product, part, or service. They are always totally unknown to the attending staff member and as quickly as they contact the business they are gone again after sampling the areas for measurement. The results are compiled into reports that also address areas of improvement for training and development.

Where individual staff are to be assessed, the targeted individuals are singularly assessed and privately debriefed on their performances and all debriefing sessions are presented in a positive professional manner. Many of our client's staff look forward to their results as it gives them feedback on their levels of performances benchmarking them against their colleagues and industry standards. Our range of Mystery Shopping is exceptional as we not only shop retail operations but also technical, industrial, and manufacturing organisations. We may shop a home improvement retail business or shop a road construction company or a manufacturer and or their resellers, such is our range of expertise. We can provide detailed performance reports across a wide range of products, services, & industries in all major capital cities and provincial towns in Australia. Here are our main categories of Mystery Shopping explained in a little more detail...

Phone-In

This is our main stream work where a qualified assessor, using a paper based highly developed benchmark skills assessment instrument designed and developed in house by Sales Image, contacts by telephone the target company and either randomly makes contact with a team member or asks for a targeted staff member. This assessor, when calling, is a customer making a sales enquiry that has been tailored by product, scenario, and company product range, ringing to purchase a product or service. The sales skills are assessed against a benchmark skills set and a high quality report generated giving all details of the sales enquiry and where the sales person did well and where there is room for improvement. Remedial training is also recommended targeting the areas for improvement and the tested person is individually and privately debriefed on their performance. In many cases individual coaching, which we provide, may only be required.

This type of Mystery Shopper can also be applied to Mystery Shop opposition companies performances so that the client company can gauge their effectiveness against their industry standards for customer service and effectiveness of handling a sales enquiry. The results are powerful business management tools, in many cases our clients have integrated them into their Key Performance Indicators (KPI) reporting as part of their Human Resource (HR) strategy.

Walk-In

A qualified assessor, using a paper based highly developed benchmark skills assessment instrument designed and developed in house by Sales Image, physically walks into the target company and either randomly makes contact with a team member or asks for a targeted staff member. This assessor, when calling, is a customer making a sales or general enquiry that has been tailored by product, scenario, and company product range, calling into to the business to purchase a product or service or making a general enquiry. The sales skills are assessed against a benchmark skills set and a high quality report generated giving all details of the sales enquiry and where the person did well and where there is room for improvement. Remedial training is also recommended targeting the areas for improvement and the tested person is individually and privately debriefed on their performance. In many cases individual coaching, which we provide, may only be required.

This type of Mystery Shopper can also be applied to Mystery Shop opposition companies to measure their performances so that the client company can gauge their effectiveness against industry standards for customer service and effectiveness of handling a sales or general enquiry. The results are powerful business management tools and in many cases our clients have integrated them into their Key Performance Indicators (KPI's) reporting as part of their Human Resource (HR) Management strategy.

Store Image & Presentation

The assessor in this case walks into a target business and using a paper assessment instrument measures overall store image and presentation. Both store image and presentation standard can be measured together or just measured individually depending upon the needs of our client. A comprehensive report is generated for our client followed by a full debrief with recommended remedial upgrades. This component of measurement can be performed separately or added to a more detailed assignment and utilized as part of a store auditing process.

Summary

Sales Image has extensive experience in all facets of Mystery Shopping & Audits and sees it as an efficient tool for business development ...results speak for themselves. If you would like more information on how Sales Image can help Grow Your Business, please contact us on...

07 3273 7044

Click here if you would like to become a Mystery Shopper

Return to Home Page

 

     
© Copyright - Sales Image 1991 - 2012