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MYSTERY SHOPPING HONG KONG
We appreciate that the sales advisor is the last contact point between your client or prospect. It is therefore essential to ensure that the shopping experience complements the brand equity that was established through marketing directions.
Through our Mystery Shopping programs for retail network, we send specially recruited and trained customers (mystery shoppers) to your point of sales, going through the entire sales process and assessing every aspect of customer service in point of sales (shop, showroom, dealer, counter…).
From a marketing standpoint, Mystery Shopping is a valuable tool to:
1. Assess how the brand is presented to clients
2. Explore specific scenarios
3. Check implementation of a promotion campaign
4. Check implementation of a VIP program
5. Study the reaction to discount requests
6. Check the customer information gathering process
7. Merchandising study
8. Price study
9. Benchmark against industry peers
Through mystery shopping you will be able to objectively evaluate how marketing tools are being used by your staff, if the merchandising of the point of sales is correct, if the discount policy is respected, if the VIP card is proposed, if Sales Advisor's advice is impacting...
Through our analyses we will also provide qualitative results on specific points such as brand perception in stores, customer experience or price perception and develop concrete action plans and recommendations.
Thanks to our database and large mystery shopper network we can perform large scale mystery shopping surveys in Hong-Kong.