sales process evaluation en.ppsx
TRANSCRIPT
R et a i l S a l e s P ro c e s s As s e s s m e nt
Mystery Shopping
What is Mystery Shopping
execu%ve managers and decision makers can not be at every interac%on with the customers but they can send professional shoppers
Mystery Shopping enables you to collect accurate intelligence from your front line sales people interac%ons with the customers
Mystery Shopping
Methodology
our trained professional shoppers go into your
place of business and appear as
average customers to evaluate the quality of service they rece
ive!
based on the pre defined scripts our trained shoppers monitor different aspects of their interac%on with your sales people and then report on what they saw, heard and experienced!
a"er the store visit, professional shopper records a proper check list and wright down comments about their treatment from the sales staff.
Mystery Shopping Methodology
we recommend our clients let their employees know there will be mystery shoppers
coming to their store -‐ in this way they will be always on their toes and m
o:vated to
provide superior customer service.
Scripts are adopted according to your needs.!
It may be conducted for an individual salesman or for the store overall.
The only way to assess how your customers are handled is through their own eyes.
Rational Assessment “did he ask you what he can do for you”
“was he/she interest for the selling?”
“did they welcome you pleasantly
?” sample of ques<ons:
“did the salesman know about the basic characteris:cs of the product?”
“did he men:on for some compe::ve advantages of the brand?”
Que s<on s a r e cus tomized t o y ou r c ompany ’ s c u s t ome r s e r v i c e s t r a t e g y
“did he ask the reason you are not sure to buy the prod
uct?”
“did he ask if he could further communicate with you for forthcoming campaigns/offers?”
“”did he mention about after sales service?”
“did he /she ask for the sale?”
“for how long did you have
to wait on the cashier?”
Why you need Mystery Shopping
you have to evaluate the front line personnel!
!you have to be sure who are the real good salesmen
sales people usually sell beEer themselves, but they way they
treat customers might be different from your view...
you want to improve the service level of your company and increase the effectiveness of the staff
because...
you want to see how your compe%tors treat their customers
…an apparel company wanted to establish opera%ng standards for their s
ales processes.
Mystery shopping results where the reference point for th
e crea%on of a sales process handbook…
…a big motorcycle and scooter brand tracked the customer service level through mystery shopping and they further designed a training program based on those results…
…economic crisis hit automotive far more than other industries and therefore, a big retail network had to reduce the number of their sales force. They conducted mystery shopping per salesman, in order to perform accurate further evaluation...
… in an other automotive retailer, they did mystery shopping, in order to reorganize sales staff, based on mystery shopping results. ..
Case Studies
Results Elaboration
data processing through an
advanced so"ware applica<on
Reports reports are available
for you...
pe r s a l e sman
p e r s t o r e
b en c hma r k i n g a n a l y s i s
…in any file format that suits your needs
Sample Reports
I could cooperate with your training agent
Improve your client service. Bring new customers to your stores. Improve your store’s turnover. Increase your customers loyalty.
Make the sales process more effec<ve
Evaluate your employees
I could provide on the job training, coach your employees individually
S ome t h i n g a b ou t me . . .
Studied...
…gaining analy%cal, plus ra%onal way of thinking…
…have worked for...
Coca Cola�Volkswagen Audi Fnac
…13 years on sales, marketing and after sales departments for both retail and
wholesale sectors for… à
…have cooperat
ion with
these sectors..
Clothing Technology Motorcycle Kitchen Furniture�
Automotive
…gaining !VALUABLE EXPERIENCE!
on retail !and wholesale level!
!
Wholesale
Salesman
Team Lead
er
Retail
Area Manager
Merchandiser Store Supervisor
Company’s start up
After Sales Se
rvice
Sales Manager
…and have worked deeply on the process of the SALES CYCLE for the main market industries
From basic products,
to premium products, and service provision
Giorgos M. Altanis
45-‐47 Nikis str 151 23, Nea Filothei Amarousiou
Office: +302106825524, Mobile: +306978332108
hEp://twiEer.com/g_altanis
hEp://gr.linkedin.com/in/georgealtanis
www.giorgosaltanis.com
Business Consultant