Empower your sales team
Is your investment in sales associate training paying off? If your retail stores encourage or require interactions with sales associates, it’s important to determine whether they assess needs, make recommendations, and close sales. That series of questions forms the backbone of any high touch retail model, and both our mystery shopping and customer experience surveys focus on understanding that equation. Our sales efficacy model pinpoints whether associates represent your brand to customers—and sell more when they do.
Evaluate omni-channel execution
Many retailers have a customer contact center where agents take orders, handle complaints, and direct problems to the right owners. Market Force mystery shoppers evaluate your retail contact center. Using real life scenarios they will evaluate agent responses to their needs and questions, providing you with an unbiased opinion of whether agents effectively represent your brand. The same is true for the e-commerce sites. Mystery shoppers complete tasks on your site and provide feedback on ease-of-navigation and clarity of information. Your customers use multiple channels to engage with your brand. So measure all the channels and improve on your opportunities.
