Case Studies

Mystery Shopping for a Luxury Watch Brand

Tag Heuer wanted to build customer’s trust by offering uniform prices across all outlets.  To ensure this hygiene, mystery shopping was conducted to analyze the Market Operating Price (MOP) and discounting patterns. The other parameters which were evaluated were staff interaction, product knowledge and showroom hygiene.

Approach

The approach adopted to successfully deliver the scope of work was as under:

  • Understanding the SKU level pricing
  • Capturing various offers/scheme offered by the dealers
  • Product display standards & promotional materials
  • Evaluation of customer interaction based on Greeting, Product knowledge & Sales closure

 Outcome

The client was provided with store-wise discounting patterns and store ranking based on various parameters like Sales interaction, Staff standards, product knowledge, discounts offered. Based on the analysis, the client took necessary actions to control the price variation and imparted necessary training to staff to enhance selling skills.

Topics: Mystery Shopping & Audits