The One Metric That Changes Every Big Ticket Sale
If you sell big ticket items, here’s the uncomfortable truth most businesses don’t want to hear. You probably have no idea if your team is actually closing sales. Not because they’re doing a bad job. But because most businesses never measure what actually matters. Selling a coffee is easy to track. Customer walks in, orders […]
Don’t be so warm. Sell.
Here are the real mystery shop results from a chain of fitness centres. If you asked the prospective customer what they thought of the service, they’d say. Awesome. 100% of people received warm service. BUT 62.5% of people were NOT invited to take up a paid membership. They are not closing. What’s the good of […]
Shuddup and take my money
Business acumen and customer service are not incompatible. Here are 5 ways a small business can take money from their customers, and their customers will be thankful.
The ultimate test of good customer service
The ultimate test of good service is to make a sale. This article also looks at the relationship betwen buyer and seller as well as three ways to fix it.
Episode #19 Customer Service is overrated
Guess what. Customer service is NOT necessarily the most important driver of sales. That might sound strange coming from someone running a Mystery Shopping company, but I see it time and time again. Companies focusing on the wrong things. Sure service is important, but it’s also important to ensure that: 1) your products are on […]
Episode #17 – Staff recommendations – the secret sauce!
We all know the importance of word of mouth (WOM) in Sales. But there is one type of WOM which is just as important as a recommendation from a friend, namely, a recommendation from a staff member. We asked 273 Mystery Shoppers and found that a recommendation from a friend is as important as a […]
Episode #9 – How to get customers to try in store, buy online (elsewhere).
I’m calling out some retailers. You’ve probably experienced this too, but it’s not good enough. Last weekend I went shopping for tennis shoes for my son, as well as some clothes. We travelled 40km South on Saturday to a big Mall, and then 50km north the following day to an even bigger Mall. The lack […]
