|
Silent
Shopper
Detailed
customer service evaluations, conducted in-person
or over the phone, evaluating your employees on what they do right, what
they do wrong, what they need to improve upon and most importantly how to
make those improvements. A great training tool and it’s affordable.
You
can expect:
- Improved
customer service
- Better
trained employees
- Improved
customer retention
- Reduced
employee turnover
Silent Shopper now in its 15th year is a national trademark of
Hanson
Marketing & Advertising. |
| THE
SILENT SHOPPER PROGRAM |
- The
Silent Shopper Program is a system that determines what your sales
people are doing right, what they are doing wrong and what they
should do the next time in order to improve the chances for a
sale. As well as evaluating your competition in the same areas.
- “Silent Shops” are conducted in-person or over the
phone. The results are documented in a 5-10 page report that describes
the level of customer service received
- The report will offer suggestion and examples to help your employees
provide better service for your customers and give you a tool
to offer an employee incentive program.
- You can expect improved sales, reduced employee turnover and customer
retention as results of the Silent Shopperã Program
|
| Customer
Relations Facts: |
- A 5% increase in customer retention can increase profits
35-45% ... To some companies it can increase profits 100%
(source bain & co., 1995)
- 1
out of 26 customers will take the time to complain
- Dissatisfied customers tell 9 - 12 others about their experience
- It costs 5 times more to attract a new customer than to keep one
- Customer turnover and employee turnover are directly related,
therefore reducing employee frustration on the job and improving
their communication skills is critical
- Satisfied customers tell 4-5 other people and give you free referrals
- Satisfied customers won’t leave over just price
|
| Marketing's
Rule of 10’S |
- $10,000
to get a new customer
- 10
seconds to lose them
- 10
years to get them back
|
| Four
Basic Customer Needs: |
- To
be understood
- To
feel welcome
- To
Feel important
- To
Feel comfortable
|
| Services
and basic cost per shop: |
- Telephone
Shop - $50
- Telephone
Competitive Report - $22
- Telephone
Survey - $10/completed survey
- In-Person
Shop - $100 – 250
- Customized
Shop Report - $100
“Silent
Shops” are conducted in-person or over the phone. The results
are documented in a 5-10 page report that describes the level of
customer service received and suggestions for improvement. |
| Industries
that have utilized Silent Shopper: |
- Car
Dealers
- Restaurants
- Apartment
Communities
- Insurance
Companies
- Auto
Repair
- Funeral
Homes
- Liquor
Stores
- Drug
Stores
- Banks
- Casinos
- Waste
Disposal Companies
|
| Request
Shops or Information on Shops |
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