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-Banks
-Check Cashing
-Cash Advance/Loans |
- 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
-Movie Theaters
-Entertainment Venues
-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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-Traditional Retailers
-Luxury Retailers
-Drug Stores |
- 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
-Call Centers
-Product Pricing
-Competitor Pricing
-Car Rental
-Utilities
-Insurance Companies
-Delivery Services
-Online Services
-Airport Services
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- 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
-Grocery/Drug Stores |
- 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! "
- " 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
- Call Centers
- Online Services
- and many more...
Call 1-800-800-2704 or
send an email to sales@nationalshoppingservice.com
to find out more on how we can help in your particular situation.
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