Mystery Shopping

What is Undercover Video Mystery Shopping?

A professional mystery shopper visits your business as a prospective customer and covertly video records their meeting with your sales associate, capturing all aspects of the sales presentation. An independent reviewer then watches the entire video and evaluates and grades the sales associate’s presentation on a number of criteria including qualifying, demonstration, and closing. You receive a digital copy of the shop video as well as a PDF report detailing the strengths and weaknesses of each sales associate. We also provide sales team summary reports so you’ll have better understanding of your overall team’s strengths and weaknesses.

Unlike other shopping companies who only provide shop reports, Insight Shops is unique because we provide a full-service solution with our integrated sales coaching and training services. By utilizing the shop results our sales coach/trainer works directly with individual sales associates and sales teams to improve their sales skills, helping them achieve greater success.

So why call anybody else when we can do it all? Efficiently, timely, and most important, effectively so that your sales increase.

How Businesses Utilize Undercover Video Mystery Shopping

How Businesses Utilize Undercover Video Mystery Shopping

  • Objectively evaluate sales associate’s presentations
  • Monitor performance improvement initiatives
  • Evaluate potential new hires PRIOR to hiring
  • Motivate your sales team!
  • Use in sales meetings as a training tool
  • Evaluate competition
  • Get a REAL customer point of view

Undercover Video Mystery Shop

A professionally trained video mystery shopper visits your business as a prospective customer and covertly video records their meeting with your sales associate, capturing all aspects of the sales presentation. Shoppers are matched as closely as possible to a client’s requested demographic and profile. Insight Shops' shop report details your agent’s scorecard results, links to view or download the shop video, and electronic copies of follow up voicemails and emails.

Competition Shops

Our shoppers visit your competition and find out everything you need to know about them, including incentives, pricing, bestselling items, financing, etc. To comply with individual state audio/video recording laws, Insight Shops provides either a written report or video shop, depending on the competitor's location. Collateral material collected during the shop is also forwarded.

Phone/Website Shops

Our shoppers report the response time after entering a lead on your website or call center and record the phone call that leads to the on-site appointment. Insight Shops' report details how the handover to the on-site sales rep is managed as well as electronic copies of phone calls, voicemails, and emails.

Online Chat Shops

Our shoppers initiate a live chat with your online sales agents to inquire about specific services, products, and promotions. Insight Shops' report details the chat response time and scores the online sales agents on various areas including: soft skills, writing/chatting style, product knowledge, and follow up. Electronic copies of the online chat, follow up voicemails, and emails are provided.

Mystery Shopping Process

  1. Shop Goals & Objectives: Insight Shops works very closely with our clients to understand if there are specific challenges or concerns they have regarding their sales associates.
  2. Shop Evaluation Scorecard: Insight Shops’ reviewers grade a sales associate’s presentation using a shop scorecard that awards points to the associate for showcasing certain skills or actions such as properly greeting a prospect or successfully overcoming the prospect’s objections. With Insight Shops, clients have the option to customize their scorecards to incorporate training areas and other details.
  3. Shop Order Form: Clients complete this form providing the work schedules  for each associate to be shopped. Prior to sending out shoppers, we have a brief kick-off call to confirm the sales associate’s details and so we’re clear on the client’s shop objectives.
  4. Deploy Video Mystery Shoppers: Insight Shops typically starts scheduling shoppers within 10 to 14 days of receiving the Shop Order Form and kick-off call. Depending on client preference, shoppers will target individual associates as walk-in prospects or make appointments.
  5. Shop Results: Insight Shops’ goal is to email clients the shop video and scorecard report within 5 to 7 business days of each completed shop. Copies of the sales associate’s follow-up voicemails and emails are included with the shop report. Extended sales associate follow-up periods will result in longer turnaround times.
  6. Post-Shop Debriefing: An Insight Shops’ team member reviews the shops results with the client and make recommendations for sales coaching & training.

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