What is Video Mystery Shopping?

A professional mystery shopper visits your model center as a prospective buyer and covertly video records their meeting with your sales associate, capturing all aspects of the sales presentation. An independent reviewer then watches the entire video and evaluates and grades the sales associate’s presentation on a number of criteria including qualifying, builder’s story, closing, and follow-up. You receive a digital copy of the shop video as well as a PDF report detailing the strengths and weaknesses of each sales associate. We also provide sales team summary reports so you’ll have better understanding of your overall team’s strengths and weaknesses.

Unlike other shopping companies who only provide shop reports, Melinda Brody and Company is unique because not only do we specialize in the home-building industry but we also provide a full-service solution with our integrated sales coaching and training services. By utilizing the shop results our sales coach/trainer works directly with individual sales associates and sales teams to improve their sales skills, helping them achieve greater success.

So why call anybody else when we can do it all? Efficiently, timely, and most important, effectively so that your sales increase.

Mystery Shopping Process

1. Shop Goals & Objectives: Melinda Brody and Company works very closely with our clients to understand if there are specific challenges or concerns they have regarding their sales associates.
2. Shop Evaluation Scorecard: Melinda Brody and Company’s reviewers grade a sales associate’s presentation using a shop scorecard that awards points to the associate for showcasing certain skills or actions such as registering the prospect or successfully overcoming the prospect’s objections. With Melinda Brody and Company, clients have the option to customize their scorecard to incorporate builder-specific sales processes and other details.
3. Shop Order Form: Clients complete this form providing the work schedules and community information for each associate to be shopped. Prior to sending out shoppers, we have a brief kick-off call to confirm the sales associate’s details and so we’re clear on the client’s shop objectives.
4. Deploy Video Mystery Shoppers: Melinda Brody and Company typically start scheduling shoppers within 10 to 14 days of receiving the Community Overview Form and kick-off call. Depending on client preference, shoppers will target individual associates as walk-in prospects or make appointments.
5. Shop Results: Melinda Brody and Company’s goal is to email clients the shop video and scorecard report within five business days of each completed shop. Copies of the sales associate’s follow-up voicemails and emails are included with the shop report.
6. Post-Shop Debriefing: A Melinda Brody and Company team member reviews the shops results with the client and make recommendations for sales coaching & training.