Cell phone stores are finding themselves at the frontline of wireless service and, because their customers are indeed wired, need to provide the best possible customer service. A mystery shop at such a store would be a great way to do that. A mystery shopper can give the wireless store owner a firsthand report from a customer’s [J9]perspective. A mystery shopper can come prepared to look for these things:
Attitudes: Do the employees deal well with demanding customers? Do they smile?
Wait times: Are customers waiting too long for repair service or to get the attention of a sales person?
Sales issues: Do employees know the various data plans and are they able to provide comparisons?
Vocabulary: Can employees speak the language of the customer, not the techno-terms that come with cell phones?
A mystery shopper can be your eyes and ears out on the sales floor of your cell phone store.
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