VitalPiece offer a variety
of services and tools that can assist you in your
effort to increase your sales and company growth:
>> In Store
Evaluation
Our Mystery Shoppers will visit your business
at specified time or randomly depending on your needs.
We will evaluate how well your staff perform and
interact with your customers
>> Telephone Evaluation
Our
Mystery
Shoppers will phone your sales and customer service
department for real or fictitious reasons to evaluate
service from the customers’ viewpoint
>> Comparison
Shopping
Our Mystery Shoppers will evaluate your main
competitors of your choice base on an agreed set
of criteria. Our study may include in-store presentation,
marketing innovations, counter checkouts, prices
etc.
>> Customer Response Surveys
Our Mystery Shoppers
will solicit your customers’ view on such aspects
as product availability, prices, incentives, staff
availability,
product range, alternative buying sources, suggestions
for improvement etc
>> Web Site Evaluation / Internet
Surveys
Our Mystery Shoppers visit your web sites
and evaluate its appearance, user-friendliness, ease
of
navigation, product range, download times, speed
and manner of response to customer queries and comparison
with that of your competitors.
>> Internal Shop
Our
shoppers
will join your company disguise as tempts during
working hours to mingle with the staff to study staff
Interactions,
morale, work conditions, working standards, conflicts
etc.
>> Qualitative Research –Focus
Groups
Our shopper will conduct targeted focus group to check
customer reactions and preferences for pre-launch market
test.
>> Service Cycle Mapping
Our shopper will conduct workshop for your sales people
to identify the moments of truth (MOTs) and chart the
Cycle of Service. Our shopper will obtain feedback through
survey or focus group to identify which MOTs have the
greatest impact on your customers’ perception
of your organisation. Each of the MOT will be rated
to identify the weak link in your Cycle of Service.
>> One-Off Special Study
Our Mystery Shoppers also conduct one-off and special
studies such as: •Stock replenishment rate and
damaged items removed.
•Checking the ratio of store visitors with over
those without purchase.
•Assessing the effectiveness of promotional events.
•Shoppers posing as temporary staff or as customer
to check on internal or external pilferage.
•Collecting prices of similar products sold by
competitors. Etc
>> Training & Consultancy
Our training consultants will help you understand the
service ‘gaps’, conduct focus group analysis
of training needs, design, develop and deliver customised
training and follow through coaching programmes.
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