Home
(407) 294-7614
Client Login
Types of Mystery Shopping
What is Mystery Shopping | STAR Performance Summary | Shopping Testimonials
Shopping as a Training Tool | Coaching
"The new STARS program is excellent. Within a few days or even hours after the shop, our key managers are able to view and determine the effectiveness of our sales consultants. The need to distribute paper reports and tapes is minimized, therefore time is saved. The video shop provides the total tool for analysis - sales consultants immediately find the clues needed to improve their presentation."
Randy Hix
K. Hovnanian Homes
ONLINE SERVICES
Our approach to ever-changing technologies distinguishes us as a leader in this industry. Clients will have online access to view not only their videos, but also reports, follow-up, trends, and scheduling. Shopping your team has never been easier!
Online services allow our clients to view videos and review reports online from any computer with Internet access. A DVD backup of all video shops is also provided for archive purposes.
Click on the play button for a video shop sample
We offer a variety of mystery shopping services to meet the needs of the new home builder industry.
Onsite Shops
Onsite shops are used to evaluate the entire presentation of your sales representative. Shoppers, matching the demographic of the community, visit the sales center, posing as real customers. Realistic questions will be asked; however, the shopper will not "lead the presentation." It is the responsibility of the sales representative to take control and give a thorough presentation. Sales representatives will be evaluated on everything from the greeting to the closing. We offer three formats of onsite shops.
Our best seller by far, video shops offer the chance to see your team's presentation through the eyes of a customer. Through the use of concealed video equipment, the entire visit will be recorded. This is the most recommended way to get the full picture of the presentation. Body language, office cleanliness, and a visual of the entire presentation can be viewed. There will be no doubt about what happened during the visit.
Sales representatives must give written authorization for video/audio recording of the shop. We will provide you with a release form for your team to sign. However, releases may be obtained just before the shops if necessary.
A detailed written evaluation will accompany each video. Whether you select our standard evaluation, which is based upon Melinda Brody's 5-Star Selling Training Program, or elect to customize the evaluation at no additional cost, you can be assured that you will receive an accurate evaluation of your team completed by a reviewer trained to recognize good selling techniques.
An edited video will be available online and a DVD is supplied for archive purposes.
Audio shops are an affordable alternative for clients who desire recorded evidence of what took place during a visit. Shoppers use concealed audio equipment to record all dialogue. Sales representatives must give written authorization for audio recording of the shop.
A detailed written evaluation, completed by our trained team of reviewers, will accompany each audio recording. Clients may select our standard evaluation or elect to customize it at no additional cost.
An unedited audio recording will be available online and a CD is provided for archive purposes.
Written shops are generally used when a release for audio/video recording cannot be obtained for the sales representative.
A detailed written evaluation will be completed by the shopper. As usual, clients may elect to use our standard evaluation or to customize it at no additional cost.
Other Mystery Shopping Services
We provide various other mystery shopping services to meet your needs.
Our shopper will visit your competition to find out everything you need to know about them: best selling model, financing, option pricing, incentive packages, etc. Collateral materials support a customized written competition report tailored to meet your needs.
Shoppers will visit the welcome center for an overview of the community, normally 10-15 minutes in length. This shop is used to determine how your builder is presented against others in the community. It may or may not be on video, depending upon whether the welcome center agent has signed a release.
Is your sales team missing opportunities to increase traffic? Are they taking the time to convert phone traffic into appointments?
Shoppers will call your sales centers to determine the phone skills of your team. Is qualifying taking place? Do they attempt to set appointments? Audio recording is supported by written report.
Phone shops are conducted on the sales representative who answers the phone and cannot be targeted.
An excellent accompaniment to the phone shops is our "Turn Ring Into Bling" seminar. Learn all the dos and don'ts of handling phone traffic.
Over 95% of new homebuyers start their search on the Internet! Are your online sales consultants contacting prospects and scheduling appointments?
Shoppers will contact the community via Internet contact form. The length of time for the initial contact is monitored along with the type and quality of the contact received. If the shopper is contacted via phone, the call will be recorded and included.
A written report along with follow up will be provided.
Mini-registration shops are used to see if the sales representative takes the time to register and do a mini presentation with quick in-and-out traffic. Is your traffic being reported accurately? Is your team attempting a presentation on every customer? Is follow-up being attempted?
"We increased our traffic 30-40% with Melinda's Mini shops and Mini Seminar Program."
Scott Howard
Maronda Homes
Shoppers will make a quick stop into the sales center to "grab a brochure." They will be in a hurry. A written evaluation of the experience is provided along with follow-up tracking. Due to the nature of this shop, evaluations are conducted by the sales representative's greeting to the shopper, and targeted shops are difficult to accomplish.
Shoppers will visit your design center with a prearranged "contract" and select the options for their new home. This type of shop is generally 3-4 hours in length as shoppers are led step-by-step through the selection process. The option selection process is evaluated using a report customized for the client's criteria.
