In-Store Mystery Shops
Measuring the Customer Experience and Service Execution
CALIBER will assist you in developing a mystery shopping program designed to regularly monitor how your business is delivering on the key areas that impact customer loyalty and sales conversion. How do you know if your customers are consistently receiving the experience you envision?
- Do associate(s) greet and thank customers consistently?
- How helpful and knowledgeable are associates?
- Are staffing levels sufficient?
- Do associates use suggestive sales techniques?
- How clean are your locations?
- How long do customers wait at checkout? Are cashiers friendly?
- What criteria are most important to your customers?
Employee Training Follow-up
CALIBER mystery shoppers will engage your associates with specific scenarios to assess effectiveness of organizational training so you can see where costly gaps exist.
- How consistently do associates cover the key talking points of your latest promotion?
- Are the training techniques you just invested in your sales staff being utilized regularly?
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