MAKE TARGETED IMPROVEMENTS TO YOUR SALES PROCESS
Measure front-line sales staff
Understand exactly what’s happening at the point of sale.
Voice of the customer (VOC) data is useful but rarely covers the entire sales process. Our sales mystery shop programs fill the gaps and tell you why you may be missing sales.
Mystery shopping sales processes is appropriate where you employ front-line staff directly. The process can also be used where you are one step-removed from front-line staff, such as when you sell through retail partners.
Is your brand being recommended? Is your product even on the shelf or website? We’ll help you find out.
Why measure sales activities?
Sales Mystery Shops reveal the blind spots.
Measuring the number of customers and sales is normal for all businesses but there’s a huge blind spot. What happens in between? Without mystery shopping it’s almost impossible to determine what happened between when a customer walked in the store and exited, especially if they didn’t buy.
These blind spots exist for organisations that directly employ front-line staff, and manufacturers who depend on retail partners to sell the product. Either way, you can get detailed information on how the product is being physically represented, what’s being recommended and how the sale is being closed.
What to measure
Focus solely on the activities that affect your sales.
Retail sales mystery shops specifically measure activities that lead to a sale. They typically concentrate on the journey from the customer’s entry through to the sale point, with a focus on sales activities. They also address multiple distribution points such as phone, internet, and walk-in.