3. What is M
ystery Sho
pping
execu%ve
managers
and
decision
makers
can
not
be
at
every
interac%on
with
the
customers
but
they
can
send
professional
shoppers
Mystery
Shopping
enables
you
to
collect
accurate
intelligence
from
your
front
line
sales
people
interac%ons
with
the
customers
4. g
hoppin
Mystery S ogy
Methodol
ar
as
our
place
of
business
and
appe
d
professional
shoppers
go
into
y
of
service
they
rec
eive!
our
traine te
the
quality
average
cu stomers
to
evalua
a"er
the
store
visit,
professional
shopper
records
a
proper
check
list
and
wright
down
comments
about
their
treatment
from
the
sales
staff.
based
on
the
pre
defined
scripts
our
trained
shopper
interac%on
with
your
sales s
monitor
different
aspec
people
and
then
report
o ts
of
their
n
what
they
saw,
heard
a
nd
experienced!
5. do l o gy
My ste r y S h oppi n g Met h o
to your n eeds.!
cripts are ado pted according
S
It
may
be
conducted
for
an
individual
salesman
or
for
the
store
overall.
The
only
way
to
assess
how
your
customers
are
handled
is
through
their
own
eyes.
tery
shoppers
let
their
employ ees
know
there
will
be
mys
we
recommend
our
clients
lways
on
their
toes
and
mo:
vated
to
way
they
will
be
a
co ming
to
their
store
-‐
in
this
service.
provide
superior
customer
6. sample
of
pleasantly?”
Ratio
ques<ons:
“did
they
welc
ome
you
nal As
sessm
“did
he
ask
you
what
he
can
do
for
you”
ent
is: cs
of
the
product?”
about
the
basic
character
“did
the
salesman
know
“was
he/she
in
“did
he
men:on
fo
r
some
compe::ve terest
for
the
se
advantages
of
the
lling?”
brand?”
p roduct?”
re
not
sure
to
buy
the
“did
h e
ask
the
reason
you
a
“did
he
ask
if
he
“did
he
/she
ask
for
the
sale?”
forthcoming
could
further
communica
campaigns/o te
with
you
f
ffers?”
or
cashier?”
wait
on
the
you
have
to
“for
ho w
long
did
“”did he mention about after sales service?”
Q u e s < o n s
a r e
c u s t o m i z e d
t o
y o u r
c o m p a n y ’ s
c u s t o m e r
s e r v i c e
s t r a t e g y
7.
8. Why
you
need
MysteryShopping
nn el!
r ont li ne perso
because...
alu ate the f
you h ave to ev
!
you have to be sure who are the real good salesmen
they
Eer
them selves,
but
they
way
sales
p eople
usually
sell
be ur
view...
ht
be
different
from
yo
treat
customers
mig
you
want
to
improve
the
service
level
of
yo
increas ur
company
and
e
the
effectiveness
of
the
staff
you
want
to
see
how
your
compe%tors
treat
their
customers
9. Case
Studies
cesses.
h
opera%ng
stan dards
for
their
sales
pro
…an
apparel
comp any
wanted
to
establis cess
handbook…
ce
point
for
the
crea%on
of
a
sales
pro
Mystery
shopping
res ults
where
the
referen
…a big motorcycle and scooter brand tracked the customer service level through mystery
shopping and they further designed a training program based on those results…
…economic crisis hit auto
motive far more than othe
network had to reduce th r industries and therefore,
e number of their sales fo a big retail
rce. They conducted myste
salesman, in order to perf ry shopping per
orm accurate further eval
uation...
… in an other automotive
retailer, they did mystery
shopping, in order to reor
ganize sales staff,
based on mystery shopping
results. ..
11. ou...
Reports
reports
ar e
available
for
y
p e r
s a l e s m a n
p e r
s t o r e
b e n c h m a r k i n g
a n a l y s i s
…in
any
file
format
that
suits
your
needs
13. Make
the
sales
process
more
effec<ve
Evaluate
your
employees
Improve
your
client
service.
Bring
new
customers
to
your
stores.
Improve
your
store’s
turnover.
Increase
your
customers
loyalty.
I
could
provide
on
the
job
training,
coach
your
employees
individually
I
could
cooperate
with
your
training
agent
15. Studied...
…gaining
analy%cal,
plus
ra%onal
way
of
thinking…
16. …have
worked
for...
…13
years
on
sales,
marketing
and
after
Coca Cola�
sales
departments
for
both
retail
and
wholesale
sectors
for…
Volkswagen
à
Audi
Fnac
17. ation
with
ooper
…have
c tors..
these
sec
Clothing
Technology
Motorcycle
Kitchen Furniture
Automotive
18. er
Lead
Team
Sales
Manager
Salesman
vice
…gaining ! ales Ser
After S
VALUABLE EXPERIENCE!
Merchandiser
on retail !
Store Su
and wholesale level! pervisor
!
Retail
Wholesale
Area
Manager
Comp
any’s
star t
up
19. …and
have
worked
deeply
on
the
process
of
the
SALES
CYCLE
for
the
main
market
industries
From
basic
products,
to
premium
products,
and
service
provision
