Mystery Shopping– is an assessment of the quality of service with the help of specially trained agents-“mystery shoppers” who behave like ordinary buyers. Mystery Shopping technique is a kind of hidden standardized observation and can be used in various business areas. As a result of Mystery Shopping research, the Customer receives an objective assessment of the activities of sales services, service, or other departments:

Subjective:

• Difficulty of searching for a product or office
• Appearance of managers/staff
• Attractiveness of the sales area
• Courtesy of managers, telephone operators or consultants
• Perseverance in the proposal of the product, the interest in the transaction
• Ability to convince and other factors that indirectly or directly affect the decision of a potential client.

Objective:

• The fact of inviting the client to the office or trading floor
• Waiting period for the consultant’s treatment in the trading room
• Use of promotional printed materials
• Correctness and completeness of the provided product information
• Correctness of the transaction
• Fact of offering additional services

And many other important points of the sales or service process

 When is Mystery Shopping needed?

• If you are not satisfied with the performance of dealers or distributors
• If want to check the quality of work of your sales departments
• Advertising does not bring the desired result
• Competitors sell more
• Buyer leaves without buying
• Buyer bought the cheapest product, if there is a choice
• Client has not renewed the contract for the next year
• Buyer did not use additional services