Mystery Shopper
Customer service is so important to your business.
It is imperative that potential Clients get an instantaneous good impression of your operation and that in large part will be given by the attitude and actions of your staff – whether that be on the phone or face-to face in your office.
It doesn’t stop there however. Existing clients also have to continue feeling that they are getting a good service.
This involves a relaxed, friendly yet professional approach that makes the Client feel comfortable but also feel confident that the person dealing with them cares about their situation, wants their business and most importantly knows what they are talking about.
Remember it is so hard to get business and so easy to lose it.
So as much as you train your staff
Do you know how they are dealing with clients in your absence?
How do you really know if they are picking up on all the critical information when you can only hear their side of a telephone conversation?
How do you know that they are really describing a property for sale or rent to its full potential when conducting a viewing.
Do you have a problem converting telephone enquiries into firm interest?
Do you have a problem converting viewings into firm offers?
This is where Mystery shopping can help.
Using our specially trained team of mystery shoppers we can gain a full picture of how your team perform in real situations with, to them, real customers. Using telephone taping equipment and video recording equipment we can tape and film your staff in action.
These tapes and videos can then be used as a valuable training aid to show your staff where they could improve their performance.
We can put together a package to fulfil your specific requirements but the services that we can provide could include any or all of the following
- Telephone recording of applicant registration and report
- Visit to the office to register as applicant – video recorded and report
- Property viewing – video recorded and report
This can be targeted at an office generally or individual staff specifically
What we would be looking for would include
In general and on the telephone
- The greeting in terms of professionalism, warmth and interest
- Whether the applicant qualification was sufficiently detailed
- Whether the applicant’s time frame and motivation were established
- Whether the applicant’s wants, needs and ability to proceed were established
- The use of open and probing questions
- The use of closed questions
- Whether specific properties were offered
- Whether there was a push for the applicant to view
- Whether there was evidence of cross selling
- Whether there was enthusiasm for the properties being offered
- The overall levels of enthusiasm and interest in the applicant
- The overall level of professionalism and knowledge about the property stock
- A professional ending of the call outlining the next steps and the action that the staff member will then take
- How the encounter made the applicant feel overall
And also in a visit to your office
- Whether the staff member demonstrates positive body language
- Whether the staff member makes the customer at ease
- Whether the properties are explained clearly
- Whether the location is explained clearly
- The appearance of the office
- Whether the staff member effectively closed the meeting
- Whether the staff member showed courtesy in ending the meeting
And in a property viewing
- Noting if the negotiator was on time
- If a first meeting with the applicant, the staff member greeted them appropriately and offered a business card
- Whether the negotiator had a spare copy of the details
- Whether the negotiator had paper and pen to make notes of any points to come back to the applicant on
- Demonstrating the use and understanding of features and benefits
- Using the benefits in accord with the applicant’s motivation and needs
- Using appropriate and effective questions to establish the applicant’s interest
- Using appropriate and effective questions to establish what was liked and disliked about the property
- Having the knowledge of the property to answer any questions posed
- Demonstrating professionalism where an answer to a question is not known
- Demonstrating, where appropriate, the ability to re-qualify and offer alternatives
- Demonstrating the ability to obtain an offer
- Ending the viewing appropriately and confirming next steps
Finally we can advise on and carry out a full programme of training to improve on any shortfalls in performance shown up by our mystery shop. This could be for all your staff or just for individual staff with individual areas of weakness.
Contact us to discuss your particular needs.