Does Mystery Shopping Work?

When is the last time you tried to buy a car from your business? I tried to buy a car recently and the experience left a lot to be desired. It ranged from being ignored to a lack of process.

This wasn’t a mystery shopping exercise but a genuine need.  How would you know if this happened in your business?

Here are the highlights:

{03:10} Assume every customer is a mystery shopper

{10:17} Ignored in Mercedes

{14:52} The BMW experience

{24:38} Hard work customer

{32:00} Identify what’s happening in your business

{35:46} Does mystery shopping work?

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon’s words ‘real world’, it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

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