How to… use Mystery Shopping to Improve your Business - the4groupUK.com
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How to… use Mystery Shopping to Improve your Business

March 17, 2017

If you want to know your customers’ perceptions about your company why not ask them! Of course it isn’t that easy to do inhouse as ‘niceness’ often interferes with the honest feedback we are all looking for.

Mystery Shopping exercises allow businesses to get quick, reliable and quality feedback from the customers perspective. It is an invaluable tool in aiding the evaluation of teams customer care performance levels, sales ability, training budgets and company values and mission statements.

How to….know your brand’s reputation #branding
Your customers opinion of your brand will determine whether they tell all their friends about you, most likely on social media, or shout to all their friends about you (not in a good way). We all know bad news travels fast, but do you have the knowledge about your brand? Mystery shopping can show you your real buying process, and if there are any gaps between your vision of your brand, and your customers.

How to…find out what your competitors are doing #competitionshop
Mystery shopping your competitors will give you valuable information on their locations, pricing, service, new products and any unique selling points (USPs). You may find more of your own USPs by identifying what the competition do not provide. A well established business must know what the competition is doing

How to…train your team #stafftraining
Mystery shopping highlights your teams professionalism, knowledge, sales and customer service skills and overall helpfulness. With our recorded calls and in video footage you can provide key information on each employees strengths and weaknesses to target training to a particular branch, shop, office location increasing effectiveness and efficiency for your trainers. Remember your customers buy your team, your credibility, as well as your product/service…what are you selling?

How to…streamline your sales process #salesprocess
Mystery shopping helps you create a step by step sales process, it may not be the one you imagine it to be…do your team actually ask for the booking or to buy the product on every call or contact with the customer? You can find the gaps and fill them by altering your internal processes and procedures.

How to…live the customers shopping experience #customerexperience
Mystery shoppers evaluate the whole experience, the feel, look, the point of sale materials, cleanliness, space, accessibility even tidiness of the products/services and your branch/store/office. You need to know how your premises look when your customers are buying, and you are not there (or expected!). Video footage is an excellent example of how you can see through your customers’ eyes. With recorded phone calls you can get the feel of the atmosphere in the office whilst on the phone, especially the hold button!

These how to’s can be integrated into one mystery shopping exercise, or used individually. Mystery shopping can analyse and objectively measure staff interactions, the quality of your premises and the buying experience across your entire company, one location or hundreds…and you guessed it we can help!

For more information on mystery shopping give me a call

#mysteryshopping #branding #competitionshops #stafftraining #salesprocess #customerexperience

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I asked The 4 Group to help me out when I was growing my online directory. Mainly to do telesales calls and follow up on leads. Zoe was exceptional. Very organised, conscientious, hard working and produced some great results. Would highly recommend Zoe and The 4 Group to anyone wanting to expand business through marketing | Amanda Whaley, Owner Private Landlord Directory. I have referred Zoe to a number of my clients in the past and have always received glowing reports about her down to earth approach. The results achieved off-set the investment | Colette Lowe, Director of Chew PR. I asked The 4 Group to help me out when I was growing my online directory. Mainly to do telesales calls and follow up on leads. Zoe was exceptional. Very organised, conscientious, hard working and produced some great results. Would highly recommend Zoe and The 4 Group to anyone wanting to expand business through marketing | Amanda Whaley, Owner Private Landlord Directory. I have referred Zoe to a number of my clients in the past and have always received glowing reports about her down to earth approach. The results achieved off-set the investment | Colette Lowe, Director of Chew PR. Zoe has done a great job in training our admin staff and has always been punctual, informative and personable in delivering tuition | Andy Bodle, Director at Lodge Environmental Solutions Ltd. The 4 Group undertook a piece of telesales activity for the ATA Bradford whilst we were very much in our infancy. Not having the time to undertake telesales activity with the set up of a new business we contracted with The 4 Group to test the market place in terms of the offer and also to book warm appointments for the team. We were very satisfied with the results and would not hesitate to use The 4 Group again | Stacey Jobson | Director – ATA Bradford. I have been working with The 4 Group since September 2011 providing highly effective and efficient diary management services, booking appointments by telephone with clients, prospects and business associates. Not only have I been delighted with the way my time has been managed, but I am constantly receiving positive feedback, particularly from valued clients, about the professionalism and patience of The 4 Group. I have no hesitation in recommending their services for all forms of telesales | Clive Barwell TEP FCSI CFP Head of Later Life Advice at national IFA. Towergate Financial We work with The 4 Group on various projects including market research and ongoing mystery shopping. The 4 Group produce excellent results carried out with professionalism and speed. The reporting received is of a very high standard and I wouldn’t hesitate recommending The 4 Group services | Owen Whitehead, Marketing Director HSS Hire UK. Zoe has done a great job in training our admin staff and has always been punctual, informative and personable in delivering tuition | Andy Bodle, Director at Lodge Environmental Solutions Ltd

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