SHOPPING + COACHING MYSTERY SHOP CALLS “A Results Producing Shopping Process”
MCA offers a personalized approach to the standard industry “shopper’s survey” for organizations that want to establish sales and service benchmarks. Are they exceeding the goals and expectations that have been established? Are you maintaining a competitive edge? Is your team providing a product consistent with your vision and service expectations? MCA has spent years developing comprehensive training, and our Mystery Shop Calls support our training and improve results on the job. This is an efficient way to help develop and impact each individual’s selling skills immediately. We offer multiple shopping options for sales, reservations, or customer service professionals to identify the skill and performance measurement you are seeking. *E-mail lead shops and proposals can be conducted . All pertinent Mystery Call information is managed from our website via secure log in. This gives customers easy and instant access to their information for reference and also the ability to keep data updated and accurate as staffing or other changes occur. How it works: • All mystery shop calls are conducted by certified MCA professionals. • The MCA professional retrieves the pertinent information about the person they are shopping from the MCA shop call database and creates a ‘real life’ scenario to ensure the mystery shop call is professional and, most importantly, realistic. • We offer the customer the option of having the mystery shop calls recorded. This will give the customer the opportunity to hear the actual call and to see first-hand where the areas of improvement are during this ‘real life’ scenario call. • A detailed report on the mystery shop call will be emailed to the sales leader within 24 hours of the call being completed. This report provides specific observables and recommendations about the content of the call and, if ordered, instructions on how to access the recording. The data is stored on the secure website, giving you access to the historical data for future training and development. JIT COACHING® CALLS JIT Coaching® is a unique, dynamic personalized coaching process significantly different than the industry standard ‘mystery shop.’ Most companies shop their sales professionals to gather metrics and hopefully improve productivity but miss the opportunity of developing and reinforcing good skills and techniques. Just in Time coaching does just that; we deliver personalized coaching and on the spot feedback that not only reinforces essential sales skills, but motivates the sales person to improve. Our coaching process supports our tactical sales skills as it relates to the probing process, presenting, overcoming objections, and the close. We invite the sales leader to join the coaching/feedback element of the call, which enables the leader to assist with further development and acknowledge what is being done well. Within 24 hours, the sales leader is provided a recording of the call as well as a written synopsis. These tools enable the sales leader and manager to continue on with their sales development. Sales leaders have access to our call database so they can update their team’s information, run reports, and look at past call history at any time.
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