Regardless of the activity you perform, which products or services you provide, employee training is necessary so that the purpose of your business is carried out smoothly and work processes take place in the correct way.
If you have had employee training on the topic of selling a new product, its features, advantages, disadvantages and how to resolve objections or any training related to the performance of work, the question arises how exactly will you know and measure how well the employees have adopted the acquired knowledge.
Of course, you can test your knowledge through tests, random surveys, or even occasional unannounced visits from managers to see what’s going on on the spot. However, none of these methods puts the employee in a realistic situation where he can demonstrate what he has really learned. Mystery shopping can help here.
By sending a pre-trained customer/client, who already uses your company’s services, a completely natural environment is created for the employee in which he can demonstrate all his knowledge. For example, a Mystery Shopper would come for his regular shopping, inquire about products from your offer, but also about the product that was actually the subject of the training. This gives the employee an opportunity to demonstrate the knowledge gained through training. Of course, since one mystery shopper visit is only one moment in time, this is done continuously over a couple of months in order to reach the correct conclusions.
What can you gain from this approach?
- Information in which cases your employees offer/do not offer certain products;
- What knowledge do they have about the products;
- Do they offer additional products from your assortment;
- How they resolve objections to the selected product;
- An idea how to improve all this.
Intelligence Market Research, taking the mystery out of a mystery shopping since 2011.