Retail Mystery Shopping Services

Understanding your customer’s experience will help you grow your revenues and profit. Make a lasting impression on your customers with outstanding customer service.

Advertising and promotions to drive customer awareness of your brand are costly. Advertising and promotions will get customers through your door, but a positive customer experience will bring them back. Ensure your sales associates and store management team is prepared to provide the best possible customer service experience to your most important asset, the customer.

Surveys have shown that customer service is a critical element in the decision making process that drives a customer’s return to your brand. In today’s economy it’s crucial that your brand stand out from that of your competition. Create repeat customers through outstanding delivered service.

On a monthly basis (or based on how often you choose), you will receive no-cost detailed drill-down Summary Reports providing accurate data allowing senior management to see the larger chain wide picture through to each individual location allowing for decisions to be made and action taken with confidence.

SPG mystery shopping services include the following standards in addition to client specific benchmarks:

  • Staff Appearance, Availability, Friendliness
  • Telephone Interaction
  • Associate Availability, Wait Times
  • Willingness to Assist
  • Up-selling / Add on Sales
  • Product Knowledge
  • Sales Skills
  • Overcoming Objections
  • Ability to Close the Sale
  • Cash Wrap
  • Returns
  • Physical Plant Readiness

Retail Mystery Shopping will provide a detailed and objective window into the service delivery skills of your part time and full time staff. Reward associates identified as having delivered an excellent customer experience while coaching associates who delivered less than acceptable service.

In conjunction with our mystery shop program, or utilized as a stand-alone component, you might also consider deploying Service Performance Group’s low cost, high quality Customer Satisfaction Surveys (C-Sats), easily and quickly taken through use of a Smartphone or Tablet to receive unvarnished opinion directly from your customers.