“Inspect what you expect.” At Select Training, we have learned from years of managing businesses that you never really know what your team are saying to their customers on the telephone until they are recorded. Select Training hire and train their own phantom shoppers to ring your business with an enquiry and then record the resulting interaction with your staff. A written report is completed by your trainer outlining general comments, good aspects of the call and what areas need improvement.
It is important that your team have a sales standard that they are well trained on and measured against,
This is a very powerful tool, which if used correctly, can yield huge results in improving sales and customer service levels.
Some important notes about phantom shopping:
- Your entire team must sign a telephone disclaimer acknowledging that they are aware that their calls may be recorded for training and performance purposes.
- No private calls are ever recorded.
- The only calls recorded are “fake” ones with trained phantom shoppers.
- We encourage an environment where calls can be played to a small training group and discussed openly in comfortable surroundings.
- It is important to offer incentives for great sales calls.