Performance Management Surveys

The purpose for a business to be involved in a Performance Management Survey (Mystery Shopper) is to get feedback on how customers perceive how you really treat them. Having used this program before with other businesses, I have always found this is the best way to learn what we can  improve, that will lead to a direct effect to increasing your bottom line.


Generally speaking most businesses greet people well and handle the enquiry politely, however there are three areas everyone needs to work on to turn the opportunity into a converted customer.

Questioning Skills
Closing the sale
Follow up


So in your qualifying questions, did you show interest in them and ask:

..... for their business card? (Then you know their name…and remember to use it)
Ask questions about their business (possible up-sell opportunities, add on’s etc). If they are looking for a footpath sign why wouldn't you offer them vehicle graphics for example.

Is there anyone else involved in deciding whether your proposal is acceptable?
When were you looking at getting this done? Did you ask them how they found out about you?
Was it the current high profile marketing or were they just walking/driving by and noticed your great signs and came on in? Or, did a satisfied customer tell them they should go see you because you are the best in the business? How do you really know if they came in because they were aware of your current promotion?



So even after doing all this, is our job now done? I mean they only wanted a price after all? They never said they were ready to consider purchasing did they? So after going through the above scenario with a customer and you have got all the right answers why wouldn’t you just happen to ask “would you like us to get started on this for you?
You know  "closing the sale"

It never ceases to astound me how many people think they just wanted a price! As we all know price is just a small part of the buyer’s decision , so this is where your question skills need to make sure that $$ don’t walk out the door to your competition.

Finally, many businesses just give a price and then sit back and wait for the customer to come back to them. If you haven't asked enough questions they WILL NOT have made up their mind!

You will have a much stronger bottom line if you pick up the phone and ask your customers when will they be ready to buy from you! "What else do you need to know before you can make a decision?"


ALWAYS FOLLOW UP!

Performance Management Surveys will identify all these areas and more. Use these reports as a tool to improve on how you are really perceived by your customers.

Greg Longstaff
Business Development Consultant
Franchise Network Specialist
greg@salesmarket.co.nz
+64 021.677.992