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Mystery shopping

Mystery shopping is the method of evaluation of a shop's staff. Analysis of service quality and maintenance of necessary service standards is conducted with this method.

Solved problems:
  • Evaluation of compliance of service with standards elaborated at a company;
  • Revealing the presence of "gaps" or discrepancies on each sales stage regarding a store in whole or a certain employee;
  • Defining the ways of correction of existing service standards;
  • Finding out if trainings for the staff are necessary;
  • Comparison with competitors;
  • Analysis of competitors' prices and receiving commercial offers are especially important for the market of b2b research (telecommunication, equipment, software, etc.).

Staff testing

Employees are studied on all stages of interaction:
  • evaluation of contact establishment and greeting;
  • testing the ability of customers' needs' detection;
  • testing of skills of goods'/services' presentation and awareness;
  • checking skills of work with customers' questions and objections;
  • analysis of appropriateness of an employee's appearance;
  • analysis of the work's coordination: employee - employee interaction;
  • evaluation of the level of comfort when choosing and making a purchase;
  • and other problems.

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