R et a i l S a l e s P ro c e s s As s e s s m e nt

Mystery Shopping

What is Mystery Shopping

 execu%ve  managers  and  decision  makers  can  not  be  at  every  interac%on  with  the  customers  but  they  can  send  professional  shoppers  

 

Mystery  Shopping  enables  you  to  collect  accurate  intelligence  from  your  front  line  sales  people  interac%ons  with  the  customers  

Mystery Shopping

Methodology

our  trained  professional  shoppers  go  into  your

 place  of  business  and  appear  as  

average  customers  to  evaluate  the  quality  of  service  they  rece

ive!

based  on  the  pre  defined  scripts  our  trained  shoppers  monitor  different  aspects  of  their  interac%on  with  your  sales  people  and  then  report  on  what  they  saw,  heard  and  experienced!

a"er  the  store  visit,  professional  shopper  records  a  proper  check  list  and  wright  down  comments  about  their  treatment  from  the  sales  staff.  

Mystery Shopping Methodology

we  recommend  our  clients  let  their  employees  know  there  will  be  mystery  shoppers  

coming  to  their  store  -­‐  in  this  way  they  will  be  always  on  their  toes  and  m

o:vated  to  

provide  superior  customer  service.  

Scripts are adopted according to your needs.!

It  may  be  conducted  for  an  individual  salesman  or  for  the  store  overall.  

The  only  way  to  assess  how  your  customers  are  handled  is  through  their  own  eyes.  

Rational Assessment “did  he  ask  you  what  he  can  do  for  you”  

“was  he/she  interest  for  the  selling?”  

“did  they  welcome  you  pleasantly

?”  sample  of  ques<ons:  

 “did  the  salesman  know  about  the  basic  characteris:cs  of  the  product?”  

“did  he  men:on  for  some  compe::ve  advantages  of  the  brand?”  

Que s<on s   a r e   cus tomized   t o   y ou r   c ompany ’ s    c u s t ome r   s e r v i c e   s t r a t e g y  

“did  he  ask  the  reason  you  are  not  sure  to  buy  the  prod

uct?”  

“did  he  ask  if  he  could  further  communicate  with  you  for  forthcoming  campaigns/offers?”  

“”did he mention about after sales service?”

“did  he  /she  ask  for  the  sale?”  

“for  how  long  did  you  have  

to  wait  on  the  cashier?”  

Why  you  need  Mystery Shopping

you have to evaluate the front line personnel!

!you have to be sure who are the real good salesmen

sales  people  usually  sell  beEer  themselves,  but  they  way  they

 

treat  customers  might  be  different  from  your  view...  

you  want  to  improve  the  service  level  of  your  company  and  increase  the  effectiveness  of  the  staff  

because...  

you  want  to  see  how  your  compe%tors  treat  their  customers  

…an  apparel  company  wanted  to  establish  opera%ng  standards  for  their  s

ales  processes.  

Mystery  shopping  results  where  the  reference  point  for  th

e  crea%on  of  a  sales  process  handbook…  

…a big motorcycle and scooter brand tracked the customer service level through mystery shopping and they further designed a training program based on those results…

…economic crisis hit automotive far more than other industries and therefore, a big retail network had to reduce the number of their sales force. They conducted mystery shopping per salesman, in order to perform accurate further evaluation...

… in an other automotive retailer, they did mystery shopping, in order to reorganize sales staff, based on mystery shopping results. ..

Case  Studies  

Results  Elaboration

 data  processing  through  an  

advanced  so"ware  applica<on  

Reports reports  are  available

 for  you...    

pe r   s a l e sman  

p e r   s t o r e  

b en c hma r k i n g   a n a l y s i s  

…in  any  file  format  that  suits  your  needs  

Sample  Reports  

I  could  cooperate  with  your  training  agent  

Improve  your  client  service.  Bring  new  customers  to  your  stores.  Improve  your  store’s  turnover.  Increase  your  customers  loyalty.  

Make  the  sales  process  more  effec<ve  

Evaluate  your  employees  

I  could  provide  on  the  job  training,  coach  your  employees  individually  

S ome t h i n g   a b ou t  me . . .  

Studied...  

…gaining  analy%cal,  plus  ra%onal  way  of  thinking…  

…have  worked  for...  

Coca Cola�Volkswagen Audi Fnac

 

…13  years  on  sales,  marketing  and  after  sales  departments  for  both  retail  and  

wholesale  sectors  for…    à  

…have  cooperat

ion  with  

these  sectors..  

 Clothing Technology Motorcycle Kitchen Furniture�

Automotive

…gaining !VALUABLE EXPERIENCE!

on retail !and wholesale level!

!

Wholesale

Salesman  

Team  Lead

er  

Retail

Area  Manager  

Merchandiser Store Supervisor

Company’s start up

After Sales Se

rvice

Sales  Manager  

…and  have  worked  deeply  on  the  process  of  the  SALES  CYCLE  for  the  main  market  industries    

           From  basic  products,  

     to  premium  products,              and  service  provision  

Giorgos  M.  Altanis  

45-­‐47  Nikis  str  151  23,  Nea  Filothei  Amarousiou  

Office:  +302106825524,  Mobile:  +306978332108  

geoaltanis@me.com  

hEp://twiEer.com/g_altanis  

hEp://gr.linkedin.com/in/georgealtanis  

www.giorgosaltanis.com  

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