How can you determine that your employees know everything that they should know to serve your customers well? This article suggests that mystery shopping is an excellent way to determine this. Mystery shopping services can reveal an employee’s level of sales knowledge and his or her understanding of the products or services you are offering. It can point out whether employee training is adequate or if more is needed.
A mystery shopper will go much further in getting a true picture of the customer experience than a visit from you or a manager will. An employee is always operating at his top level when the boss is nearby. When it’s “just” a customer? Maybe not.