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-Banks
-Check Cashing |
- Scenario: The Auditing Department of a
major banking corporation wants to ensure that all files designated as confidential
are properly filed in a secured location.
- Problem: The Auditing Department is concerned
that files may be visible to the public, not filed away properly, and not include
all required documents, along with other pertinent issues.
- Solution:
A Mystery Shopping Program is established so that On-Site Inspectors (Mystery
Shoppers) can audit all locations and make sure that employees are using proper
filing procedures
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-Amusement Parks
-Home Improvement
-Automotive
-Jewelry
-Clothing
-Storage Facilities
-Books/Music
-Pets
-Grocery |
- Scenario: The regional manager of a chain
of record stores wonders how well his employees know the product they are selling.
When a customer inquires about a particular CD, can the employee give the information
the customer is seeking?
- Problem: A customer is willing to pay
$18.99 for a new CD, but if an employee will not be helpful with their knowledge
of the product, what may have been an easy sale, may be lost.
- Solution:
Mystery Shoppers are hired to go into all record store locations and determine
if the employees can help them find a not-so-easy-to-find CD. This also gives
an opportunity for the employee to give the customer information on other CDs
by that artist or related artists
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-Drug Stores
-Traditional Retail |
- Scenario: The regional manager for a chain
of clothing stores questions the QSC (Quality, Service, and Cleanliness) of the
stores. He realizes that the products are properly sold but there are other observations
that customers make that might affect the selling of the products.
- Problem: The
stores are making significant profits, but the restrooms are dirty, there are
clothes on the floor in the dressing room and public selling area, and the employees
are rude to the customers.
- Solution:
Mystery Shoppers are hired to make unbiased evaluations of their shopping experience
(especially looking at quality, service, and cleanliness) in order for positive
changes to be made at all store locations.
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-Fast Food
-Take-Out
-Drive-Thru
-Traditional Dining
-Fine Dining
-Coffee Shops |
- Scenario: The regional manager of a chain
of restaurants consistently receives complaints about how long it takes customers
to receive their food/drink purchases at their locations. The concerned manager
wants to ensure that all customers are satisfied.
- Problem: Since it takes so long to prepare
an order, this may indicate that an order was incorrect and needed to be corrected.
Customers may not return to the location due to frustration, and eventually the
restaurant chain will lose money.
- Solution: Mystery Shoppers are sent to
all locations to evaluate if they are in and out in a timely fashion
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-Hair Salon
-Internet Sales
-Apartment Leasing
-Customer Service / -Phone Centers
-Product Pricing / -Competitor Pricing
-Car Rental |
- Scenario: The management of a hair salon
chain notices that the sales are dropping by 15% compared to last year sales during
the same period.
- Problem: The management reinforces its
training evaluation sessions and the staff seems well trained. The management
trust in some of is staff members in stores is decreasing and needs proof to take
action.
- Solution:
A mystery shopping program is implemented in order to identify if the sale is
rung up and if a receipt is given to the clients (mystery shoppers and actual
clients) after the service was performed. The program covers every shift and targets
efficiently the source of the loss of profit for this Hair Salon Chain. Some employees
were not ringing up the sales and were keeping the money for themselves.
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-Bars
-Liquor Stores
-Night Clubs |
- Scenario: A very large chain of fine restaurants
with bars received some complaints from clients about witnessing the bartender
in some locations serving alcohol to questionable age clients.
- Problem: If this is a fact, this large
chain of fine restaurants could face a law-suit and very bad publicity.
- Solution: Through mystery shopping, this
large chain of fine restaurants is getting the confirmation that some of their
bartenders were not following the guidelines of the company's policy. Mystery
shoppers that looked young and less than 21 years old were sent to the clients
locations to perform bar audits. The shoppers gave accurate reports to which employees
were not asking for ID before they served alcohol.
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-Gas Stations
-Service Bays
-Food Prep Kitchens |
- Scenario: The staff of a large chain of
gas stations is doing a great job and the clients called to compliment the management
on the customer service they had received.
- Problem: The management is asking how
to keep up the good work.
- Solution: The
mystery shopping company that helped target the initial problems and corrected
them, will also reward the "good employees" with a Reward Program. Every
time a high score is reached by one of their employees, a check will be issued
to them with a reward certificate. This will encourage everyone's efforts and
stimulate the other staff members.
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-Front Desk
-Reservations |
- Scenario: The management of a chain
of 1,500 hotels in the US wants to know how the phone is answered with as many
details as possible. The hotels seem to receive a large amount of phone calls,
but the volume of reservations is decreasing.
- Problem: The management of this large
chain of hotels wants to know if the proper phone etiquette is used when a client
is calling their hotels.
- Solution: A mystery shopping program with
Digitally Recorded Telephone conversations is put in place. The combination of
a form filled out by the mystery shoppers while conducting their survey over the
phone and a file containing the recording of the conversation allow the management
of this large chain of hotels to identify the reason why the clients do not book
reservations:
- " The phone rang more than three times and was not picked up! "
- " The potential client (mystery shopper) was put on hold for 5 minutes!
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- " The person speaking with the potential client (mystery shopper)
was rude
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We can help any business that has employees or customers.
From local "Mom and Pop" stores to worldwide Fortune 500 companies we
have a solution to help you work smarter.
- Grocery Stores
- Mail Order/Delivery
- Storage Facilities
- Golf Courses
- Electronics Stores
- Apartment Leasing
- and many more...
Call 1.800.800.2704 to find out more on how we
can help in your particular situation.
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