Check & Reply

Depending on the project goal pure result reporting of test purchases is not necessarily effective. For example for tests at the cashpoint, it can be useful to provide in-depth feedback to sales staff shortly after the test purchase in order to directly show the potential areas for improvement.

For cases like this we have developed the check & reply approach. Selected mystery shoppers are trained and qualified to provide neutral feedback to sales staff or management immediately after the test, and thus bring about short-term behavioral changes in terms of customer orientation.

A further variation of the approach represent projects in which a solid education in training and coaching is essential for the tester. E.g. when specific staff development activities should be derived from the results.

For these projects, SKOPOS NEXT offers the Check & Reply approach: 

• experienced professional trainers and coaches act as mystery shoppers
• results provide sustainable opportunities for optimization
• short-term performance improvement possible
• especially suitable for support-intensive industries: financial services, automotive, retail

How does Check & Reply work?
After project set-up test purchases are carried out by coaches. Directly after conducting a test purchase results are entered into a prepared analysis file which instantly displays the results in a graphically form. With this result, the coach goes back into the shop and reveals the test purchase. A feedback discussion between the coach and sales persons follows in which the sales  person will reflect on and evaluate the whole sales process. Subsequently, the coach provides feedback both in the position

• as a coach and
• as a customer.

This enables the employee to compare the self and external image of his appearance during the sales process.

Requirements and impact
The success of a particular project depends on the experience and approach of the coach during the test purchase. In addition, the feedback conversation must take place in an atmosphere of respect and constructiveness in order to achieve the intended effect on the employee: The employee should be made aware of the effect of his appearance and actions on a (potential) customer.

First tips and action improvements are already being addressed by the coach during these conversations.

Intensive coaching can be arranged consecutively and the development of employees through our trainers and coaches as part of staff development activities will be monitored and evaluated over a longer period.