What do people say about your product?

The secrets of secret shopping

If I were to recommend you to someone what would I say?

What people say about my product

• Nobody knows like ____________• Idaho’s news channel _________• Ah Dave ! _________________• On face book and on Twitta _________• We play anything _______ FM

Sell for their needs not yours!

Notes to remember or at least live by!

A good customer experience is a _________ customer experience.

Customer service is about _________ Not facts

You’re _______ so what?

Are you looking for customer service ________ Flags ?

Call your top 10 customers

• Record the conversation (ask for permission)• Thank you for your _________• Can I do anything better________• Why did you decide _______________• Oh by the way ________________

Are you a Supervisor or a mentor’?

Let’s secret shop!

Rules for Coaching

• this is not a tool to fire your team with• Coach em’ up• What your doing good, do more of it!• Praise in public, correct in private• Show them how, don’t tell them how• Explain why you are doing this• Ask for help

Action steps

• Create scripts and practice• Identify personality types (DISC assessments)• Work on tone and tempo• Don’t answer un-asked questions