Sat 16th Aug 2008 02:03AM
Buyer satisfaction being of utmost importance, there a number of methods by which the buyer feedback can be taken. A mystery shopping service that one can bank on is the face to face interaction with the buyer. In this method of evaluation, agents are appointed by a firm to observe the level of buyer satisfaction that is being extended by its staff in its retail outlets. The agent visits the assigned outlet and keenly observes the proceedings out there. In any business transaction, the stage at which the negotiations take place between the seller and the buyer is the most important. The way the negotiations are conducted is decisive in determining if the sale will be successful, if the client is happy with the deal and if he will come back to the outlet in future to buy more products.
The mystery shopping service agent observes the entire selling process carefully. Usually he poses as a client to get the real and clear picture of the transactions. He interacts with the sales staff in the capacity of a casual buyer and observes the type and level of commitment that the staff is having towards serving the buyers. He also observes if the staff is following the buyer satisfaction instructions that were given to them by the firm. The buyers are also observed. They are also assessed for making any illogical demands. Satisfying such buyers is a really difficult task. A sales transaction is observed from both the point of view of the buyer as well as the sales staff.
Usually the mystery shopping service agents follow a generic approach in evaluating the client satisfaction across different industries. The same agent might have to visit a retail outlet, a restaurant or a healthcare center. The generic rules of commitment to the clients remain the same everywhere. Everywhere the staff is expected to present itself in a polite manner to their clients, furnish them authentic information and assist them in buying the product or getting a certain amenity. Apart from these generic measures of client satisfaction, there are different rules and protocols for client satisfaction across different firms.
Compared to the client interaction conducted via the electronic medium, the face to face interaction between the mystery shopping service agent and the client has advantages. The agent visits the business venue where apart from getting client feedback he can get important information about the physical aspects of the business venue too. An impressive building or space is one of the most important things to impress clients. Clients generally want to visit stores that are smartly done and neatly maintained. The retail outlet should look sophisticated and well illuminated with things that can make the client comfortable. Clients usually like visiting outlets that are air conditioned with adequate seating arrangements. They also do not like to visit over crowded outlets.
The mystery shopping service agents take notice of other aspects also. They see if the staff members are being honest in the transactions. They observe if any staff member is misusing the property of his firms. Some staff members have the condemnable habit of using the telephones meant for business communication for personal and private communication for unduly long and frequent durations of time. All such offensive behavior is reported by the agent to the concerned authorities.
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The original article is located at: Secret Shopping Agent Face To Face Interaction