On Site
What is Retail Mystery Shopping?
It has been well documented that conditions on the high street have never been so tough. With increased competition and current climate conditions, the service you offer can set you apart from the rest.
Retail mystery shopping gives you the opportunity to understand how it feels to be one of your customers. Are your teams both maximising sales and delivering a positive service experience? Get it right and your customers become firm promoters of your business. They will not only return but sell your brand to family and friends.
How effective are your sales team at identifying the needs and expectations of your customers? Our mystery shoppers will observe your team’s selling skills, their ability to maximise every sales opportunity and also assess the quality of that interaction. We can also assess the environment in which you trade and the presentation of your staff. CSS will help you understand more about the whole sales interaction.
At Customer Service Solutions UK, we have the experience and skills to advise you on the most effective and relevant measures to test and develop the excellence of your sales teams. Our evaluation forms will be tailored to suit the needs of your business, and will identify what you do well and where you have an opportunity to improve and drive greater brand loyalty.
So what do we do?
- Our mystery shoppers will become your customers.
- Each shopping experience will be assessed against agreed criteria with the individual scorecard quickly made available to facilitate prompt and constructive feedback.
- Further analysis and written reports highlight areas of success and those that might require further development.
So what do we focus on?
- Approach – How effective are your team at greeting customers appropriately. The manner and tone of voice, as well as using language which will encourage an easy conversation.
- Building rapport – customers like to feel you care and are interested in them.
- Questioning and listening – both are skills that everyone would like to think they have, but how effectively do your sellers question your customers and do they really listen so that they quickly get to the nub of the issue?
- Confidence and product/service knowledge
- Effectively closing the sale and making sure the customer is satisfied with the information they have received, or the product they have chosen.
Are all your sales made face to face?
In a world of multichannel retailing it is worth recognising that not all your customers will shop in person.
Your call handlers are in a vital and extremely challenging position, being tasked with representing your business without the assistance of location, product and face to face interaction. How confident are you that your brand is represented as positively as it can be over the telephone? Customer Service Solutions UK can also help you understand this important interaction through telephone mystery shopping.