NATIONAL ACCOUNT MYSTERY SHOPPING PROGRAM

How many sales have you missed because your salesperson didn't:

• Effectively sell your homes against those of your competition?

• Possess the skill to overcome the prospects objections?

• Know how and when to close and get the deposit?

• Persistently follow up to make certain the prospect didn't get away?

With the average per unit cost of marketing running around $1000, YOU MUST KNOW THE ANSWERS or your valuable marketing dollars may go out the window.

OUR PROFESSIONAL MYSTERY SHOPPERS WILL GET YOU THE ANSWERS YOU NEED SO YOU CAN TRAIN YOUR SALESPEOPLE TO CLOSE MORE SALES!

Many of our clients are "Builder 100" companies.  They know the value of Mystery Shopping their salespeople to keep them on the "Cutting Edge".

PURPOSE:    This service provides progressive Sales Managers the best method of objectively evaluating the professional Sales Associate's strengths, as well as identify any areas needing improvement, allowing coaching and training to be focused toward the individuals needing it most, thus saving valuable time and training dollars.  It also benefits the builder/developer by providing continuity in sales approach from Division to Division, allowing Sales Managers and Associates being transferred to adapt more quickly, accomplishing faster results.

ADVANTAGE TO SALES MANAGERS:    By using a single Mystery Shopping Firm, continuity of the shopping process is achieved, regardless of market location, with economy of scale allowing the lowest price and the highest quality end product. 

Roger Fiehn and his Associates have an established track record of delivering high quality, fair and impartial Mystery Shops to many of the Nation's largest builders/developers.  All shops are personally evaluated by Roger Fiehn, who has been recognized separately as National Sales Manager of the Year and National Salesperson of the Year by the National Association of Homebuilders. 

ABOUT QUALITY:    Mystery Shoppers are selected from the Sales Manager's local market whenever possible so they understand the idiosyncrasies and potential challenges of the project being shopped.

We generally utilize only shoppers who have previous experience in purchasing a home, so they understand which questions will typically be asked by an actual buyer.  They always present themselves as non-contingent (unless Sales Manager instructs otherwise) to give the Sales Associate every opportunity to carry the presentation all the way through to writing the contract.  Mystery Shoppers use actual addresses and phone numbers so the Sales Associate's follow-up activity can be tracked.

REGARDING THE MYSTERY SHOP PROCESS: Mystery Shops are utilized by progressive Sales Managers as an evaluation and teaching tool.  They should never be used in an attempt to motivate a Sales Associate through intimidation.  Today's top professional Sales Associates are in high demand, and if Mystery Shops are not used appropriately (as a training aid), you may run the risk of losing a valuable Associate.

HOW SALES MANAGERS CAN USE THIS PROGRAM TO THEIR ADVANTAGE:    To make this program as user-friendly as possible, several of the Nation's most respected Sales Managers were asked how to best design and implement a comprehensive Mystery Shop program that would fit within the limited training budgets dictated by today's tight margins.  Several variations of this program were tried and the National Account Mystery Shopping Program evolved, using wisdom learned in over 1400 Mystery Shops conducted in different markets with varied product lines and diverse buyer profiles.

The first (and most important) step in implementing and effective Mystery Shopping program is providing each new hire with a copy of a Mystery Shopper's Evaluation form to study. This form serves as an excellent training aid in communicating your company's specific sales process and procedures to be followed by each successful Sales Associate.  To view this form click here

At a time of hire, be certain to have your Sales Associate sign a waiver acknowledging that they understand they may be Mystery Shopped by professional shoppers using concealed audio equipment.

To order a Mystery Shop, the Sales Manager has only to complete a "Request for Professional Mystery Shopper Evaluation" and fax it to our office.  To print off this form, click here.

As soon as possible after your shop request is received, the shop will occur and a Preliminary Executive Summary of the Sales Associate performance faxed to the Sales Manager.  This report will show (on a zero to 100 percentile basis) the Sales Associate's level of proficiency as demonstrated during the Mystery Shop.

Another week (from the date of shop) will be allowed to track the follow-up efforts of the Sales Associate and adjust the final percentile score.

At this time, a complete Mystery Shopping package will be finalized and dispatched to the Sales Manager.  This package will contain:

• The final Executive Summary
• Narrative Summary of the Shopper's comments regarding each critical area examined in the report
• Completed Professional Mystery Shopper Evaluation worksheets
• Audio tape of the shopping experience (if authorized)
• All brochures, collateral materials, follow-up mail and sales aids received by the Shopper
• Invoice for the Mystery Shop(s) performed

The Sales Manager may with to establish a minimum acceptable percentile benchmark for his/her Sales Associates (we recommend 70%).  If the Sales Associate being shopped falls below the agreed upon benchmark, we suggest re-shopping the Sales Associate approximately 6-8 weeks after the first shop, giving the Sales Associate the opportunity to improve performance in any areas of their presentation needing attention.

Most progressive Sales Managers also request an updated shop be completed just prior to the Sales Associate's annual review.  This ensures that the Sales Manager has the most current evaluation of his/her Sales Associate, adding objectivity to the review process.

Assuming two Shoppers are used with the shop being audio taped (Training Shop) our fee is $459 each.

Should you prefer to use only one shopper and not have it taped (our Basic Shop) your cost would be $349 per shop.

There are no up-front deposits and all shops are invoiced net upon delivery to the Sales Manager.

Contacting the Professional Shopper in the area, scheduling the Shop appointment, conducting the Shop, monitoring the Sales Associate's follow-up, and producing an objective narrative requires from 6 to 8 weeks on average.

CUSTOMIZED REPORTS:       You, as Sales Manager, know best what information you need regarding your Sales Associate.  We will be happy to customize your Mystery Shop questions based on your specific needs.  To discuss your individual requirements, please call us at 281-481-0831.