Finishing time:2016/3/4 11:21:21 Announcer:TRISEARCHER
Mystery shopping is the key to get the upper hand during competition. But many people don’t know how to give its advantages to the full play. In fact, it can be used more than one way, and more techniques you get, more likely you will prevail over your opponents.
At beginning, Mystery shopping research can get you well-prepared in competition. Through your customers, it will help you understand where your strengths lie in and how excellent they are, and more importantly, whether your clients are aware of the existence of these strengths. Consumers are always surrounded by good words, therefore, your employees have to be prepared as soon as customers enter the store. They need to greet them with the most beautiful smile and help them choose products or provide service with great passion. And then appreciate for their patronage. All of these will contribute to build a good image of your company. That’s the reason makes your clients to be regular customers.
With the correct use of mystery shoppers, you’re able to eliminate all negative influence, and make all employees’ working state the same as you wish for. All businesses will make success by reducing deficiencies, improving strengths, and keep discovering new growth points.
Many may consider that monitoring competitors as a mean act, but it’s the only way one can take a place in this competition. You can ask the mystery shopping agent company to help you observe the way your competitors meeting challenges, whether their customer services are more efficient than yours, and how much energy they spent on service improvement. Based on the information, you can make decision on how you’re going to win. You don’t even need a new evaluation system, all you need is to do a little bit better than your competitors.
Mystery shopper can help you find your best employees, and your front-line staffs are your most valuable assets. You need to make sure they’re in the best working state to make the company in an invisible position in this competition. In order to realize it, firstly, you need to reward the best employees. It will not only encourage the best to do even better, but can inspire others to work harder as well. Therefore, your team will improve as a whole, which will attract more customers.
Believe it or not, helping your staffs build self-consciousness is equally important to establishing a nice shopping environment for your customers. Your staffs are the direct atmosphere creators that pass on good mood to your clients and maintain the favorable environment.
For the follow-up work of mystery shopping research, we set up a “reward program” lately, which is to reward the tested employees when their service has met the standards or even better. And it’s also the precondition for execute “reward program”. Service standard in each company can be quite different. Under certain circumstance, maybe it only needs to simply be polite to consumers, or provide detailed information during service, or proactively provide information regarding new products to consumers. A well-performed employee is worth of awarding, because he/she will improve other employees’ enterprising spirit. What’s more, keep your staffs aware of the existence of mystery shoppers will help them always in good working condition.
Speaking of award, you can choose various methods. You may give the well-performed staffs anything you consider to be appropriate: bonus, coupon, special certificate of merit, or even a piece of cake. You can even encourage the whole company to join the competition, in order to achieve better result. However, don’t use report of any individual mystery shopper as basis to give rewards.
Mystery shopping research can also be used to determine what kind of training is proper to your front-line employees. The following three screening stages are needed:
1. Mystery shoppers will determine the service level of staffs based on the observation of their performance, which is helpful to set a baseline for the whole training plan.
2. Use the difference between deficiencies discovered in the testing process and service standard of the company to design training plan. The plan should be flexible and can be changed according to size of the training
3. After the execution of the training plan, mystery shoppers will again test the service level of respective staffs. The focus will be on the training effect afterwards.
These weak links need to be strengthened and improved in the following training, and the effective and successful training methods will help to enhance employee service level and performance.
High standard mystery shopping research will be designed by famous companies. The research result will serve as a good reference for company management for employee selection and training. Mystery shopping will enhance employee alertness, and encourage them to better work for and maintain the consistency of company standards. In this way, number of regular customers will be growing, and the research can truly dig out company business potential.