The secrets of secret shopping

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Join me Thursday at 9 Am at the Boise Centre on the Grove as the Idaho Business League presents the "Secrets of Secret shopping." I'll have ideas and examples of how you can improve your director of first impressions department.

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The secrets of secret shopping

  1. 1. What do people say about your product?
  2. 2. The secrets of secret shopping If I were to recommend you to someone what would I say?
  3. 3. What people say about my product • • • • • Nobody knows like ____________ Idaho’s news channel _________ Ah Dave ! _________________ On face book and on Twitta _________ We play anything _______ FM
  4. 4. Sell for their needs not yours!
  5. 5. Notes to remember or at least live by! A good customer experience is a _________ customer experience. Customer service is about _________ Not facts You’re _______ so what? Are you looking for customer service ________ Flags ?
  6. 6. Call your top 10 customers • • • • • Record the conversation (ask for permission) Thank you for your _________ Can I do anything better________ Why did you decide _______________ Oh by the way ________________
  7. 7. Are you a Supervisor or a mentor’?
  8. 8. Let’s secret shop!
  9. 9. Rules for Coaching • • • • • • • this is not a tool to fire your team with Coach em’ up What your doing good, do more of it! Praise in public, correct in private Show them how, don’t tell them how Explain why you are doing this Ask for help
  10. 10. Action steps • • • • Create scripts and practice Identify personality types (DISC assessments) Work on tone and tempo Don’t answer un-asked questions

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