Mystery comunication
An undercover auditor-expert
You should use this service if you want:
You should use this service if you want:
✅ Increase the average check and the number of sales by improving the quality of service.
✅ Get a fresh look at communication with clients and find hidden growth points.
✅ Assess the level of service to understand how your standards meet customer expectations
✅ Receive specific recommendations for improving customer satisfaction and the effectiveness of communication channels.
✅ Find out why there are requests but no sales, and correct the situation.
✅ Introduce new methods of maintaining clients working in real business.
What do you get after a secret visit?
What do you get after a secret visit?
All check letters with detailed comments on each visit, each evaluation criterion
Recordings of meetings/conversations, photos of correspondence
Photos of receipts, conclusions, any materials that the staff gave us
Detailed review of the results in the format of an online/offline meeting with a list of recommendations for changes
Recording of the meeting and detailed reporting on results and recommendations
How we will cooperate with you when providing this service
How we will cooperate with you when providing this service
CASES
CASES
Online clothing store. Online check of staff performance (CORRESPONDENCE)
The reason for the Secret Visit is to check the viability of this sales channel. Initially, the customer planned to close this sales channel.
What we found:
Managers are always welcome to use emoticons, but they make grammatical errors in correspondence and use emoticons inappropriately (if they refuse, they can like them). They do not always respond quickly to requests via direct messages or comments. In 50% the answer is dry, incomplete. They do not use sales stages, do not make additional sales, the purpose of which is to increase the check. They are not always attentive to the Client and could disappear for 2-3 minutes. If the Client is absent, they do not try to bring him back to the dialogue and lose him.
What has changed since the event:
- A clear staff work schedule was created with control of each manager following it, for a prompt response to the Client
- The format for supplying the size grid to clients has been replaced for more convenient viewing and selection.
- The customer sorted out the problem areas discovered during the inspection together with managers and discussed solutions, the right focus was established for the staff. As a result, sales increased: For an experienced Manager, the results before conducting a secret client were 8 sales/day, 2 weeks after conducting – from 15 sales per day. The result increase is 87.5%. For a newer employee, the results before the implementation are 2 sales/day, after the implementation – 7 sales/day.
Overall result increase +250%. The customer decided to develop this sales channel
Optical store chain. Offline check of staff performance
What we found:
– There is a big problem with sales. There is no manifestation of needs, no handling of objections. The staff themselves evaluate the Client’s ability to buy the product, based on their experience.
- They leave the Client in a unit in the hall while he waits for the doctor
- They do not select goods according to their needs, but give them to the asking Client or someone who is closer to them. They do not ask at all about the price selection criteria
- If there are other Clients, the consultant is torn between Clients, talking to two at the same time
- No compliments
- No incentive to buy
- They don’t hear what the Client says, even if He names his needs on his own
- Refusal to purchase
What has changed since the event:
Additional training for sales staff was carried out, as a result, after repeated testing, the % of the “Needs Detection” criterion increased by more than 20%, there is a positive trend in handling objections, service has improved, consultants have become more friendly, they are trying to listen to the Client.
For each of the optical stores, there is a positive trend in marks after re-inspection. The customer has made changes to staff motivation and checks staff performance twice a year using a Secret Visit
Online flower shop. Online check of staff performance (voice channel)
What we found:
Managers do not make additional sales, despite the fact that their motivation is tied to the amount of sales. They make a choice for the client, by voice they decide whether the client will buy or refuse. Critically low % of additional sales (offers to add to cart)
What has changed since the event:
A more detailed review of all processes was carried out using a process audit. After implementing the changes, the % of offers to add an additional product to the cart increased by 71.5%, the conversion of additional sales increased from 14% to 38%.
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