Training based on what really happened
Mystery shopping shows where things go wrong. Training makes them stop. We work with recordings and situations from your own locations, not generic examples.
Practical workshops
Topics based on the weak spots mystery revealed: needs analysis, add-on selling, closing, handling objections.
Supervision and feedback
A trainer on site. They watch real customer situations and give feedback straight away.
Sales academy
A longer programme on effective sales techniques for sales teams.
Standards your staff can work with
We write them so staff actually use them, and so the next mystery can measure against them. As the team improves, we raise the standards.
- Customer-care process: a practical staff manual
- Call script: how to lead a customer call effectively
- Complaints: the process, handling emotions and keeping the customer
Four steps to a 100 % customer experience
Mystery audit
Assesses the store, visuals, stock and freshness.
Mystery shopping
Assesses staff, helpfulness, product knowledge and selling.
QR satisfaction survey
Captures how the customer felt, their emotions and satisfaction.
Training
Prepares the team for customer work, add-on selling and complaints.
Training FAQ
How does training build on mystery shopping?
Mystery results tell us exactly where staff go wrong. So training isn't built on generic advice but on real situations, recordings and photos from your locations. After the training we repeat the mystery and measure the effect.
What is on-the-job supervision?
Our trainer spends time in your store, hotel or call centre, observes real customer situations and gives staff feedback straight away. It works better than classroom training because people learn from their own work.
Which standards can you prepare for us?
A customer-care process as a practical staff manual, a call script for phone calls and a complaints procedure covering how to handle emotions and keep the customer. The standards then also form the basis of the next mystery questionnaire.
Not sure what to train? Start by measuring.
A pilot mystery shows where your team has the most room to improve. Training then goes straight there.