Sounds obscene, doesn’t it? Well, forgive the play on words, but now that we have your attention”¦.
For most retailers, the holiday period presents a sizeable increase in store traffic and sales volume. Retailers have their greatest opportunity to provide superior customer service during the holiday season, yet many retailers put the brakes on their mystery shopping program during this time when their sales are the greatest. Does that make any sense? This is the time when retailers need mystery shopping programs most! What would one additional item per purchase be worth to your bottom line?
Companies can use mystery shopping to their advantage to help maximize sales during this crucial period. Here’s a plan for retailers to consider:
- Discuss with store managers customer service expectations during the holiday season
- Solicit your store managers for input in the development of a “holiday” survey
- Scale down your survey to focus on key selling behaviors only
- Ensure that the new survey maintains corporate objectives, achievable by store personnel
Your organization has worked too hard to ignore monitoring and measuring during this key time of year.
