Shaze is a premium lifestyle brand dedicated to provide elite creations to its customers. The client intended to conduct mystery shopping to evaluate the overall customer experience.
Approach
The approach adopted to successfully deliver the scope of work was as under:
- Utilizing premium auditors who can pose as genuine customers since the category is a high value purchase
- Ensuring more than one person conduct the audit (couple/father-son/brother-sister) as premium purchase is usually a group purchase & not an individual one
- Equipping them with adequate knowledge about the product category and relevant questions to evaluate experience
Outcome
The audit insights helped the client develop training programs targeted at product knowledge & selling skills including:
- Need identification & appropriate solutioning
- Consultative selling by identifying consumer’s tastes & preference, present home décor, wall colors and accordingly pitch relevant products
- Objection Handling - Competition and non-branded products’ market
- Up-selling & Cross-selling
- Sales closure
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