Do you know what mystery shopping benefits are? Do you have a professional sales staff? Every business owner would like to think that they have a professional, courteous, knowledgeable staff. But do you know for sure? So how can you know for sure? Use the benefits of a mystery shopper to test your staff.
There are plenty of technology stores. You know that if your customers aren’t happy they will go elsewhere and there are plenty of places for them to go. That means that your staff’s customer service skills, professionalism and knowledge must be top notch. You take the time and expense to train them, but are they using it? A mystery shopper can help you find out.
A mystery shopper is a person you hire to go into your store and shop. Your staff has no way of knowing if any customer could be a mystery shopper, and ideally don’t have an idea that the store manager/owner is even using one. The mystery shopper is trained to look for specific things. They find out for you, the owner or manager, if your staff is knowledgeable. Are they following your rules or loafing around? Did they greet customers and make eye contact? Customers are put off by rude or inattentive staff. Did they offer solutions to questions or just rush to push the most expensive or newest technology without listening to the customer? In other words, are they following your sales training?
Some mystery shoppers will be difficult on purpose just to test the patience of your staff and see how they handle it. Were they rude, or not handle a difficult customer correctly? Did they try and up-sell the customer with items that could be helpful to them, like a Bluetooth headset or cover for their phone? It’s an ideal method to find out what kind of training each employee may need, be it in technology or in dealing with customers.
If you really want to know how well your staff measures up, try a mystery shopper.