What is A Glamorous Touch Mystery Shopper? A Professional person who visits various business establishments and does what any normal customer would do. The only difference is they leave with a complete questionnaire report telling our clients everything they experienced during their visit.
The point-of-sale is the critical moment of truth in determining whether a customer is satisfied, the sale is made, or if a customer ever buys from you again. Evaluation of this interaction is important in understanding the type of service your customer is receiving and whether sales associates or team members are following your prescribed procedures and protocols. In essence, on-site mystery shops look at sales and service efforts from two perspectives - the customer as well as the company's. It doesn't matter if the evaluation is for a retail store, restaurant, car dealership, apartment development, or amusement park.
On-site mystery shops also have the advantage of being able to assess the physical aspects of the location including: the cleanliness and upkeep of the facility, the proper use of merchandising and marketing materials, the appearance of the staff and their attire (including uniforms), product presentation and demonstration, etc.
First impressions on the telephone determine whether the prospective customer visits you or one of your competitors. Phone Shops can be used to evaluate a number of different dimensions of the telephone transaction. Was the telephone answered in a prompt manner? Having the phone ring too many times, or placing the customer on hold for an extended time, is not a good way to start. Did the tone and manner of the associate reflect the spirit and attitude you're trying to project? Was the associate able to speak intelligibly and correctly answer the customer's questions? Did the associate address them in a welcoming manner and invite them to visit?
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