The first impression on the telephone can determine whether the prospective customer visits or conducts business with you. Often customers contact your business before setting foot in your door or working with you. It is common to contact an organization to get directions, find out about your product or service, get quotes, see if there are any current specials or to call to make an appointment.
Companies are willing to spend thousands of dollars in marketing, advertisements and research dollars to attract a potential client to do business with you. Our telephone mystery shopping program lets these dollars work for you by making sure that your company is meeting and exceeding customer's expectations, thus keeping a client loyal.
Results of the Survey Program:
Was the phone answered in a professional/friendly manner?
How many rings before the phone was answered?
How long was the client on hold?
Did the associate have knowledge of the service?
Did the associate answer the potential client intelligently and in a professional/friendly manner?
Did the associate build a rapport with the caller?
Did the associate begin the discovery process with the caller?
Did the associate explain or visualize the product or service?
Did the associate create a sense of urgency by explaining the special or sale item on the product or service?
Did the associate invite them in or set an appointment?
Did the associate take appropriate information in order to follow-up?
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