We’ve had recent calls from non-traditional clients looking to use mystery shopping in their businesses. Here are their questions and our answers when asked “Can you tell me the benefits of using a Mystery Shopping Program in our business?”

CLIENT 1

Q  “We have 3 busy Serviced Office businesses in Causeway Bay and Wan Chai. What would we get from your Mystery Shopper Program that we don’t already know?”

A

• Review and analyse your customers journey through the entire sales process
• Identify staff and management training needs
• Develop best practice benchmarks for your organisation

CLIENT 2

Q   “We have a successful chain of 100 Real Estate Property Agencies in Kowloon and New Territories. Why would we need to use your service?”

A

• Identify and research your competitors to keep updated with your market
• Identify competitors Unique Selling Points to give you the upper hand
• Employee performance checks to support incentive-based reviews
• Employee compliance with industry and legislative requirements

CLIENT 3

Q   “My wife and I run a Business Consultancy with 8 employees. What would our small operation need with these sorts of reports?”

A

• Tracking the clients movement through each step of your relationship building process
• Telephone and Online service prior to initial meeting with new client
• Check how the employee engages with the client – spoken and written language, manner and etiquette, professionalism, body language and services offered

CLIENT 4

Q       “We have over 12 well known Medical Practices throughout Hong Kong, what would be the benefits of such program?”

A

• Review staff and doctor practises, compliance and ethics
• Enquire about forward incentive-based referrals
• Complete integrity audits – checks on

CLIENT 5

Q   “How could we use mystery shopping to assess our staff and business? I own several Fitness Centers throughout Asia Pacific”

A

• Identify core operating concerns
• Highlight individual instructor developmental areas, skills and learning gaps
• Assessment of current instructor and team efficiencies, individual and team strengths and weaknesses
• Monitor how instructors view their clients, motivate themselves and grow their client base

Learning Curve, Keira Mackenzie-Smith and her team, develop tailored training programs for customer-focused industries in Hong Kong and throughout Asia