Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.
Of course, firms need to customize questions to match their own specific customer service guidelines. Taking a look at some basic telephone survey questions can be a good starting point for the company to move toward a program that fulfills its unique requirements without having to reinvent the wheel.
Here are some sample telephone shop questions to use as a starting point:
*Sales Component.* Remember the sales component that is present in all customer interactions. Consider how suggestive selling should be handled and encouraged and include that component in the program. Secret shopper questions about the sales process might include:
*Systematic Inquiry.* Consider requiring all shoppers to make the same inquiry. Like inquiries allow specific performance comparisons across employees and over time.
*Return on Investment.* Determine which inquiries to mystery shop first by prioritizing your company’s typical customer inquiries by frequency and profit margin of the underlying product. Telephone shop the highest frequency/highest margin products or services first. This will ensure that the resulting sales improvements will show quickly on your bottom line.
Tagged: mystery shopping, mystery shopper, telephone mystery shopping, return on investment, suggestive sell, roi
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