Benefits of Mystery Shopping 1.
Written by Rosa Miller
Mystery shopping is a secret way to test the performance of your employees. Many businesspersons assume that the success of an organization depends on advertising and marketing or on creating a brand name. However, brand awareness or popularity is not the end of the story. It not only attracts potential customers but also provides what a business enterprise needs to convert potential customers into regular customers. The next step is to retain these customers. In order to retain a customer, you would need to offer them quality services consistently. The experience of a client at your store will decide his level of satisfaction. A business should pay attention to the customer's experience. Every business aims at earning the loyalty of customers. Nothing can beat mouth to mouth publicity of a product or service that too by loyal customers. Mystery shopping can be of great help when a business enterprise sells products. You can check the quality of service offered by the staff to your clients. This technique checks the satisfaction level of your customers. It is said that, happy and satisfied customers will remain loyal and bring in more customers. Indeed, this method of testing your employees is the best since it is done secretly. Here are some benefits of shopping mystery.
Before we discuss the benefits of this technique, let us understand how mystery shopping works. When a business enterprise decides to check the performance of their business, they will hire the services of a mystery shop company. A trained mystery shopper will visit your retail outlet or your office as a regular customer. He will behave like a regular client and ask for various services or products. He will observe the behavior of the staff and check qualities like pro-activeness, willingness to help, alertness, approachability etc. He will make note of the behavior and the treatment. He will also observe other customers and how they are being treated. All this is done in a discreet manner. After the personal visit, the mystery shopper will prepare a detailed report about his experience. It will include suggestions and advice that can help you improve your business. Here are some benefits of mystery shopping.
Customer treatment - Once you know how the staff treats your customers, you can impart them training to handle the customers efficiently. Remember that the customer carries his experience after leaving the shop or store. A happy customer will spread the word, which can earn you publicity.
Review the training imparted to staff - If you think that the existing training imparted to the employees is not up to the mark, you can redefine the training needs and train them better. The report submitted by mystery shopping will contain suggestions.
Identifying the mistake - Sometimes, everything seems to be perfect yet the business may not do well. At such times, it is important to identify where the business is going wrong. This technique will help you identify the mistake and correct the same. For instance, customers who wish to exchange the product may not be treated well and this may deter them from visiting again.