Many times sales team are intimidated if they learn that mystery shopping is being conducted at their community. It's a common lament, we don't need shops or we can spot shoppers is typical.
We advocate telephone mystery shopping as a starting point in assessing sales people rather than live shopping. Time is saved and since many families initially call a community for information; this is a suitable way to learn presentation strengths and weakness.
A bad hire of an employee could cost $150,000 or more when factoring recruitment, screening, training and the time for them to settle in to their job.
A sales team may not have all top performers but using mystery shopping as part of training can greatly help someone improve their conversational skills and customer relationship abilities.
Telephone mystery shops also help identifying community's initial first impressions made by those who answer an incoming call at various times of a day. This is a value added component of mystery shopping.
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