Confessions of a Mystery Shopper

From Coach Kristen

Here at Team @ Work, we provide exclusive services for the HME and other businesses. One of our most popular services is our ICD Mystery Shopper System. This post has to do with some common themes we uncover while "shopping". Hope it helps!

Top 10 "issues" we find

The basics:

10) If you ask to have something faxed, provide a fax #

9) Answer the phone with your name-and speak s- l o- w- l- y so you are understood

8) ASK before you put someone on hold (“May I put you on hold?”)

7) If the caller needs to call you back, repeat your name and give the extension where you can be reached.

Going above the call of duty:

6) If it is a lengthy call with lots of questions, don’t end the call without asking, “Have I answered all your questions today?”

5) Don’t just do your job, look for opportunities to provide outstanding service. It just may be the deciding factor between you and the competition.

4) When a product is delivered, a follow up call is a MUST to ensure that the customer is satisfied, knows how to use the product/equipment, and allows for any outstanding questions to be asked.

Think like an owner:

3) Work towards a “close” of the order by asking, “Have I given you enough information to begin the paperwork for this order?”

2) Up-sell where appropriate-if the caller needs a hospital bed, do they also need sheets? If they call for a walker, would they be interested in a front basket? And so on.

1) Be sure to THANK them for their business!!

If you would like a Mystery Shopper to evaluate your business, contact us at 260.493.7965 or visit www.teamatworkcoaching.com/mysteryn.php

Questions from Sales Reps

Questions...we LOVE questions, does anyone have a question? These come from teleconferences, CoachShops, and from our web and blog readers. If you have a question you'd like answered, please email kristen@teamatworkcoaching.com

Jim asks: Why do I need to record call notes?

Recording call notes does seem to be a hassle. But look at the bigger picture: you can make 10 (or more) calls per day x 5 days per week=50+ calls. If you have a 4-week routing, that is 200++ calls in a month. Can you honestly remember what transpired during 200 calls?

The reality is that each of us NEEDS a system where we can record interactions with customers. This allows us to maintain a constant conversation with our customers. Reps make a huge impact when they remember the small things: birthdays, favorite sports teams, the name of each person in the office. It also provides a place to list action items for that customer (like "bring updated catalog to satellite office in Bristol) or any follow up that needs to be done (ex. Dr. to bring up XYZ at next P&T committee meeting at Bristol Hospital). Collecting notes also allows you to revisit the last call you made so you can accurately determine where the customer is on the product adoption spectrum and to formulate a specific call objective.

If you aren't in the habit of recording sales calls, start now. If your company doesn't offer an electronic system, see if they will purchase one, make up your own, or simply start with 3 x 5 notecards in a box until you have a computerized system. (when I first started, I had blank sheets in my Franklin Planner for each customer, arranged by zip code-it worked)

Bill (an owner) asks: What is one simple way to increase my sales?

It may sound corny: train your customer service reps to "supersize". At the fast food chain, it is asking if you want fries or a drink. With Amazon.com they have a "Customers who purchased this also purchased...." section in their listings. Best Buy and other big box stores always ask if you want to buy a warrenty with your electronic/appliance purchases. With HME (or any sales) it is asking if those "extras" are needed. If the customer buys a hospital bed-will they need sheets? If they are purchasing a shower bench, could they also use a grab bar? When you get your staff to think about the "what else", it translates to increased sales. Simple.

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We Learn by Doing

From Coach Kristen:

My husband is a brilliant man. He currently holds 3 patents and has at least 15 more in the submission process. As an engineer, he is challenged with the task of creating proto-type vehicles for International Truck and Engine. He's brilliant. But he was a horrible student. He struggled with "book work" and found lectures insufferable. Not all students can simply read something and immediately apply it. We learn by doing.

When I was part of the training department in a major pharmaceutical company, I had the responsibility of teaching new hires and seasoned representatives. Our initial training was several weeks long and included book work, lectures, preceptorships, field visits, tests, and simulations. These "role plays" were dreaded by all. But all would begrudgingly admit that they were extremely valuable.

When a sales representative gets to perform in a safe, controlled environment, they can make mistakes without serious repercussions. They get the opportunity to test drive their words, marketing pieces, and to see if they can apply what they've learned before going "live". Errors can be righted. And a baseline for performance is established so managers and trainers can evaluate growth and development over time.

Setting up a role-play situation should be a part of every sales professional's training. It can be accomplished in your corporate office or a hotel meeting space. It should include "real life" situations-use real customer profiles-and common obstacles reps will face day-to-day. Utilize a seasoned team member to act as the customer and coach them on what to say, how to act, etc. Then observe the interactions and provide coaching at the end of each role play scenario.

If you don't have the resources available for simulations, consider hiring a coach from a reputable organization. Sales Coaches can construct these simulations and work directly with new and seasoned reps so they can hone their selling skills.

Yes, we learn from books and lectures. But to ensure the learning is internalized, the learner must do.