Mystery Shopping

Ever wished you could be a fly on the wall?

Just what are your sales and service people saying on calls when you’re not there?

Are your sales pros really listening, or are they just pitching products? Are they giving away the store without ever understanding the customer’s real needs?

Are your service reps paying attention to the issue at hand, or are they torturing your customers with a memorized script of generic troubleshooting questions?

Stop speculating. Get the answers with our Mystery Shopping Services.

If you’ve tried recording calls to see if your sales and service reps are applying good practices on the job, you know that the recordings really only give you a snapshot in time.

Our customized mystery shopping services give you the full view of what’s happening at every step of the customer engagement process. You’ll find out how (and if) your sales and service representatives are engaging, supporting, responding, nurturing and closing your prospects and customers.

We’re not going to kid you: What we uncover isn’t always pretty.

Could this be happening to you?

Freebies, freebies, freebies…Sales reps aren’t taking the time to understand the needs of your customers. They’re giving away samples, demos, books, you name it, before they even know business issues, needs and pains!

Service representatives are on auto-pilot, making customers follow the same troubleshooting steps whether they make sense based on the issue or not. News flash: Rebooting and unplugging isn’t the way to solve every problem!

The Detective Work is Only the Beginning

So what happens when we discover that sales and service best practices are being applied sparingly or tossed aside?

We not only uncover the potential problems and process breakdowns, we also provide your managers with coaching packets so you can raise the game of your inside, face-to-face and over-the-counter sales representatives or your customer service, field service and fulfillment service representatives.

You’ll not only solve the mystery, you’ll get sales and service back on track for business growth.