Do you know what marketing team members say to customers during a sales presentation or telephone inquiry?"Using mystery shopping analysis is a constructive way to help sale people improve their sales presentations and feel positive about their strengths and skills with customers," said Janis R. Ehlers, president of The Ehlers Group, a company specialized in marketing strategies for senior housing communities.
Recording telephone conversations is very effective in gauging effective relationship building skills. Without taking time away from customers, we are finding that telephone mystery shopping can reveal some important tips for sales people to practice. Live shoppers still serve an important purpose but telephone shops offer much faster insights.
In many cases, sales people are data-dumping salient features and prices without even inquiring about a parent's name or their lifestyle situation.
Non-marketing personnel may fail to obtain the prospects telephone number if a marketing staff person is unavailable or in handling important after hour inquiries.
There's a goldmine of valuable inquiries slipping through the cracks yet is is second nature for a marketing department to want to spend more in advertising to generate new interest. It costs hundreds of dollars to bring one prospect to a community. Key opportunities should not be lost at the point of first contact.
Telephone techniques can be practiced in sales training sessions to make sure every sales person feels comfortable in creating rapport and piquing someones interest to visit a community.
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