Services We Perform
| Sales & Service Shopping |
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Sales and service shopping applies to brick-n-mortar facilities, like restaurants and retail, but it also applies to car dealerships, malls and mass retail. We even shop hospitals, doctors, funeral services, parking facilities, high-end sales groups and movie theatres. |
| Compliance Audits |
| Some businesses are concerned with compliance issues more than in sales. Some instances where these are key are airports, distributors, franchise networks and financial institutions. We provide specialized compliancy reports, as well as more than enough information to make the necessary improvements. |
| Loss Prevention Shopping |
| Commonly called 'Integrity Shops', these shops are designed and implemented to test the honesty and integrity of front-end employees. We also have shops called 'Cashier Accuracy' designed to test protocol and procedure, since most loss is not caused by intentional dishonesty, but by human error and rushing through important procedure. |
| Competition / Price Comparison / Benchmark Shopping |
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Clients want to find out what their key
competitors are doing, how they are selling or what distinctions they
have over them. The bottom line is
“If the two businesses or products were standing side by side, which
would you pick and why?”
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| Telephone and Call Center Shopping |
This is an evaluation of phone services,
call expediting, receptionists/operators, sales staff and overall
impression based on telephone interaction.
It can even include follow-up and the subtleties and distinctions
of selling. Evaluations are provided to enhance performance, and calls
are recorded and available online. Shops can be listened to through
the client’s computer, provided they have a sound card.
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| Web Site Service Shopping |
This is our newest, but most needed
service. We are shopping
web sites for general usability, content, functionality, look and
feel. We appraise their
tech support, sales, especially in regard to responsiveness and skill,
and customer service through calls recorded and attached to shops.
We also address ordering and delivery to assure overall
quality. We have found
more glitches than you can even imagine in our search for perfection.
These companies benefit 1,000 fold in keeping on top of their
#1 marketing investment.
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| Vendor / Manufacturer Incentive Shopping |
A vendor or manufacturer who wants a
distinct advantage over their competition will implement a program that
offers incentives to those who actively promote their product or service
over others. It can also be
seen by the retailer as a value-added service because they derive needed
information with which to increase their overall performance.
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| Cashier Accuracy Programs |
This program has been 100% effective in
reducing shrink in mass retail accounts. It tests the attitude and accuracy of
three cashiers/transactions against a test or accurate cart.
This is our most effective program to date, yielding up to
1,000% ROI, and saving hundreds of thousands of dollars.
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| Internal / Human Resource Shopping |
Tests the hiring and recruiting process,
insuring that the HR department is inline legally and ethically.
This can include diversity initiatives, like bilingual and
disability services. In
some areas, these issues are important to a business and we can work
these into shops to insure that these populations are being served well.
Often this shopping service can be very expensive but worth the cost in
deterring legal fees later.
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| Small Business Programs |
| We have standardized programs for specific industries in order to allow small businesses to implement programs that may otherwise not be affordable. We are committed to working with all businesses who are invested in better customer service and increased profitability. |