secret consumers
- How professional are your sales representatives?
How satisfied are you with how the sales department is managed?
How much regular oversight and control do you have at your sales points?
Is the sales process optimal for your organization?
These questions arise from time to time at the managerial level, there are always there in the background but don’t regularly receive the attention they warrant, if due to a lack of time, circumstances or location. One of the most efficient tool available in diagnosing and control to improve performances that is used to answer such questions as noted above and many more, is the secret consumer – through an anonymous and independent process, to examine and expose failures in the sales process, its human resources and it’s management.
The secret consumer encounters the frontal, the phone and digital sales processes, providing photographs, recordings and experience from the sales process essential to reflect the necessary feedback for improvement.
Professionalism, objectivity, reliability and thoroughness are the basis to an optimal secret consumer
The secret consumer process measures and places focus on various parameters within the sales process:
- Professionalism – a deep understanding of the product or service, knowledge of the market, competitors, pre and post meeting preparedness.
- Sales ability – work in accordance to a set script, as instructed, need verification, inquiring, present a solution rather than a product, presenting a value over cost, mitigating deliberations, working towards closure, language promoting directive etc.
- The process: is the Service Level Agreement (SLA) met? Follow up process in place? What messages and communication does the interested party receive within the process and how is the sale finalized?
Unfortunately, there are still places that choose to execute this process internally, and actually miss the simple fact that an internal process can neither be objective and fully independent. An quality outsourced secret consumer guarantees independence, objectivity and a wide benchmark to the existing market today.
Why a secret consumer?
- Sales worthy process
- Easily distinguish between what works in the process, easily identifying what requires work and improvement
- Management and decision making process involvement in real time.
- Identification of weak sales points
- Assisting the sales persons become aware of priorities
- Providing regular feedback
- Allows for training and motivating
Work process:
- Coordinating expectations, setting targets and operational goals.
- Diagnosing and initial characterization: creating control forms, coordinating timeframes and locations, expected results and center marks
- Field Control (phone/frontal) process and data gathering
- Gathering and analyzing of findings, along with ways of application
- Summary meeting for results review and ways of action
Now its insight time, the lessons learned within the process will assist you in better communicating with your employees, allowing them to become an integral part of the process – let them here and see their tapes, it’s a fruitful learning process to all involved.
Mrktgy 