Designing strategies for your success Proactive Shoppers
The focus for Wildfire Consulting is the proactive shopper service which is similar to mystery shopping but more comprehensive in terms of the information detailed about the shopping experience and the recommendations given. Proactive shoppers are used to assess and monitor customer service levels, in-store environment and operational procedures to ensure that the customer experience is consistently top notch.
Our point of difference with the proactive shopper programme is that we do not just identify areas for improvement we also provide advice and guidance to assist you to make those improvements. This advice is based on the extensive research that we have conducted within the retail and service sectors in New Zealand through the research side of our business.
A proactive shopper is a person who visits your store or service centre and then reports back on the experience following set guidelines. Our proactive shoppers are personally selected and trained to deliver a high standard of service. They are also fully briefed before undertaking each assignment.
We expect a lot from our proactive shoppers and so we have invested time and energy into making sure we get the right people. You can be rest assured that we won’t just send anyone into your store/service centre, we will wait until the best person for the job is available.
Our standard comprehensive proactive shopper report includes the following:
Assignment details such as date and time of the visit, name and age of the proactive shopper, name and/or description of the staff member and details of what the shopper asked about.
Customer service which includes how the customer was welcomed, what information was sought about the intended purchase, product knowledge displayed, selling skills utilised, add-ons attempted and the farewell gesture.
Ease of shopping which looks at the appearance of the store both external and internal, atmosphere or ambience, store layout and merchandising.
Security in terms of how vigilant the staff were and general security housekeeping issues such as till procedures and the locking of secure cabinets.
Telephone enquiry details how the call was answered, the helpfulness of the staff member, information given and whether there was encouragement for the customer to visit the store.
Each category is allocated a score and a detailed description of each part of the experience is provided including comments from the shopper.
We thoroughly check all information provided by the proactive shopper to ensure accuracy and fairness before compiling the final report. We will also seek clarification from the proactive shopper on any point if we, or you, have further questions.
Individual Attention
We are a boutique mystery shopper business which means that we limit our client base so that we can concentrate on attention to detail and providing you with a thorough and timely service.
Retail/Service Specific
The proactive shopper service has been developed specifically with retail and service environments in mind which means that your staff will be judged fairly and you will receive information that is directly related to your type of business.
Valuable Advice and Guidance
The people who provide the advice and guidance for the reports have spent many hours studying and analysing consumer shopping behaviour so you can be sure that they know what they are talking about!
Personalised Service
We practice what we preach offering excellent service on time and in the most cost effective way possible.
Referrals
We appreciate that you might want to talk to some of our proactive shopper clients about the service that we offer and we respect your desire to do this. We would be happy to provide contact details for verbal references on request.
