A few points to consider

Welcome to the secret shopping blog, where we loook at the mystery shopping and secret shopping business.

Here is the big question:

How does your staff sound to your callers?

With secret shopping, you will know.

Secret Shops help you with:

-Sales Training
-Improving customer service
-Quality controls
-Meeting anti-discrimination standards

Here are a few pointers to make it work.

-Present this as a training aid and a way to help the staff members improve performance.
-If staff members view it as a spying mission set up to punish them, it will fail.
-Start with small goals.
-Set specific performance goals to start. For instance…a smile in the voice, two standard qualifying questions, one standard closing question. Then after you see these standards being met well, add something a little more complicated.

Try to keep it simple, so your staff can find success with secret shopping and so they can feel as if secret shopping helps them become better at their jobs.

bye for now,
Tron

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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