What do you understand by Mystery Shopping?

WeMark Mystery Shopping

Mystery shopping is a kind of research and analytical exercise which is designed to detect and assess behavioral and operational performance at different workplaces. The shopping process involves calling or visiting a company under the guise of a prospective customer in order to observe how retail staff and other personnel interact with customers and the general public. They can help you to improve your business by identifying areas that need improvement or to assess staff behavior across different parameters.

The mystery shopper often provide you with inside information about real-time situations on your employees' selling skills, customer service skills and communication skills and so on. Understandably, today it has become a crucial tool for improvement across a wide section of industries and accordingly different types available for your exact need.

In-person Mystery Shopping Service

This is the most common type where a shopper visits a counter or location personally in order to get a first-hand experience of the situation. Usually, a single mystery shopper goes on a particular assignment that can be over within ten minutes or last for more than hours based on the industry, the format / size of the location or the basic purpose of the establishment.

In-person mystery shopping can either be a report-only format or involve taking covert video footage. In report-only formats, the mystery shopper will carry a preset questionnaire that he will fill up secretly after interacting with staff under various pretexts.

Cover video operations allow employers to get a first-hand view of how staff behave and interact with customers in different situations. In-person services are much sought after in restaurants and hotels, banking sector, retail, convenience stores, automobile sectors, and healthcare and fitness centers and so on.

WeMark is an ISO certified company, offering mystery shopping services to help business improve their client handling and services. 

Staff knowledge about product : WeMark India

WeMark India

Get some information about what makes an incredible client experience and they will normally specify something relating to validity, uniqueness and a human touch. Clients like it when they are dealt with like individuals, so your staff that gives careful consideration to their needs is significantly more prone to pick up a deal.

In every business item learning is significant, as it means understanding your product so altogether that your staffs have the capacity to make it work for any client. The most ideal method for guaranteeing your staff will have the capacity to help that specific client or customer by offering an exceptional, customized administration which is certain to impress.

Demonstrating solid learning and skill of your products is urgent for making a positive client experience and imparting confidence and trust inside the client. Without exact or accessible product learning, your products will be useless.Having an exhaustive comprehension of the products can permit your staff to utilize diverse procedures and strategies for displaying them to clients. Following knowledge regarding the product is must for your staff in order to gain and retain clients:

·         Styles, hues or models

·         History of the item

·         Any uncommon assembling procedure

·         Step by step instructions to utilize the item

·         Item circulation and conveyance

·         Overhauling, guarantee and repair data

Being knowledgeable in your items permits your staff to effectively counter complaints. Services from ‘WeMark India’ can help your firm in accessing the knowledge of your staff about your products and the brand as well which is essential for finding the existing loopholes.

WeMark India : How to make customers happy

For satisfying customers you should keep in mind the following points:

•  Be kind: A simple gesture as saying “Thank you” reflect company’s kindness and is an undeniable way to further enchant them for the long term. 
•  Recognize responsibility: No matter the circumstance, the customer is always right. This is a rule to guide your business through its growth, from customer service to user experience to product development. To help set this in motion, create a customer service policy to show your customers they are always right.
•  Maintain transparency: Being transparent is a must to establish trust between the company and its customers. Much like the principles discussed above, transparency is a critical factor in building trust, satisfaction, and love from your customers. 
•  Customer gratification: Excellent service is the key to gaining customer satisfaction. Quick response, special offers and discounts further raise the gratification level. And this mere factor can help you always be good books of the customers.
•           Listen properly: Two way communications with the customers always works; it is the best way to gather feedback from them and make the changes accordingly. “WeMark India” offers services to obtain valuable feedback from the customers in the form of surveys, analysis and market research.
•      Respect your customers: Rude behavior with the customer is never acceptable. At times customers might face problem with your service or products and would reach you to get it resolved; in which case it’s advisable to listen carefully and come up with an apt solution rather than being ignorant or harsh.
•          Be good: As is said “customer is king”, treat your customers well and train your staff too in a way that they follow this simple rule. Happy customers are a great source of positive word of mouth that could eventually prove to be very beneficial.

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WeMark India : Survey- Playing An Important Role in Your Business

Market survey and research have become the vital part to be processed before setting up a business firm. These days when we do not even go for a movie without going through its review, then expecting to invest money without conducting related survey could end up losing time and money only.

Surveys have a great importance, they predict the market trends in the current scenario which helps a business to plan and formulate strategies according to the latest market demand. Market survey gives an entrepreneur the added advantage of understanding the inclination and movement of their local market in case of small business. This understanding regarding the market trend is very much required for any business in order to avoid the sudden crisis.

Being a customer centric organization, “WeMark India” understands that every business enterprise has its fair share of obstacles and which can only be overcome if that business venture has the fair idea of its pros and cons. This idea can only be generated by conducting prior survey.

“WeMark India” is very well versed in catering its services to its customers by providing them research based surveys being conducted by our expert members. When great ideas of entrepreneurs get the support of the related surveys, the plan thus drawn is unmatched and results into maximizing the profit.

Regular audits help add value to your enterprise.

At Wemark we believe that regular audits, internal and external are very essential for healthy work environment of an organization. Internal Auditing   is an independent, objective assurance and consulting activity designed to add value and improve an organization's operations. It helps an organization accomplish its objectives by bringing a systematic, disciplined approach to evaluate and improve the effectiveness of risk management, control, and governance processes.

Internal auditing is a catalyst for improving an organization's effectiveness and efficiency by providing insight and recommendations based on analysis and assessment of data and business processes. Hence, if you don’t consider it necessary then you are certainly wrong!

This is the Part of Best mystery shopping company in India.

During any audit, the auditor perceives and recognizes the various points that need to be examined with care. He collects evidence, evaluates the same and on this basis formulates his/her judgment which is communicated via audit report.Internal auditing is done in the Best mystery shopping company in Delhi.

Role of Auditors:

The role is essentially objective oriented and thus includes monitoring, assessing, and analyzing organizational risk and controls. Also, it’s properly reviewed if things are or not in compliance with policies, procedures, and laws. Working in partnership with management, internal auditors provide the board, the audit committee, and executive management assurance that risks are mitigated and that the organization's corporate governance is strong and effective. And, when there is room for improvement, recommendations are put forth to enhance the processes, policies, and procedures

mystery shopping : Pros and cons.

The best Mystery shopping company in India is Wemark Mystery is a new and evolving field but sure not monotonous like the usual 9 am to 6 pm jobs. Nowadays, increasing number of people especially the college goers have the thirst to earn for satiating their ever increasing expenditures. And for them what could be a better job than mystery shopping for the fact that it gives them the chance to be paid for things they would do normally. So why spend when you get paid for it and what you are desired to do in return is review it without being biased.

Not merely college goers but also the people who love trying out new things and are not perfect fit for the usual job routines can always have an experience of being a “mystery shopper”. Like any other field, this job profile too has its own pros and cons which would vary with each individual.

PROS:

· Choice: You also get the freedom to choose the assignments that go well with your interests as then the review that would come shall be more close to the genuine one. 

· Fun: Not always the job pursued gives fun but in case of mystery shopping it’s always so! Many a times the assignments include the tasks that you otherwise also perform in normal life. For say, some of the assignments may include visiting coffee shops, purchasing sandwiches at lunchtime or visiting the bank - all fairly routine events.

Make a difference: Your review can prove to be constructive and lay a scope of improvement for several organizations; thus improving their sales.

CONS:

·         Company Legibility: There are a good number of genuine mysteries shopping opportunities out there but at the same time, there exist frauds as well. The golden rule here is never to sign up to a company which asks for payment before they offer you a job - the legitimate companies only ever require you to pay out unavoidable expenses upfront, i.e. for goods at the time of purchase which are later reimbursed.

·Reporting: You might be good at evaluating services but if you can’t express the same in a detailed manner; then you are not apt for it. Mystery shopping reports tend to be extremely detailed and lengthy and a large proportion of your time can be taken up by filling them in.

These are the pros and cons of the best mystery shopping company.

Are you the perfect mystery shopper?

The term that best describes a perfect mystery shopper is “Credible customer” for the simple reason that he has to act like a real customer in order to review the services aptly. Seemingly easy, being a good mystery shopper and finding work as one, requires some special skills and attributes. At WemarkIndia, we offer a global mystery shopping service, employing thousands of mystery shoppers to give our clients the exact review of their services by acquainting them with the customer experience on availing their services.The best mystery shopping company is Wemark India.

Here is a list of attributes that are desired in a mystery shopper to perform his job well:

• Top notch communication skills: communication skill while acting as a mystery shopper as well as while dealing with the client to give the review of services is very important attribute of a mystery shopper. As when communicated properly, the review can help a business head towards improvement for better customer experience.
• Follow directions: Certain written instructions need to be followed while on mystery shopping. Adherence to the instructions helps in fetching the desired information to the client.
• Good eye for details: While ensuring to eye all the details related to certain features and attributes, the mystery shopper has to meet the deadlines. Businesses rely on the results of the shopping experience to improve their customer service. Meeting deadlines ensures that the business receives the information in a timely manner and takes action accordingly.
• Slightly creative and able to think quickly: Shoppers are sometimes asked to create a fictional scenario to obtain specific results in which creative outlook plays an important role.
• Amiable nature: Being friendly while performing a shop is always a benefit.
• Ability to interpret the experience: The services need to be experienced and at the same time need to be reviewed in written format which requires the mystery shopper to aptly interpret the experience. A comprehensive synopsis of the shopping experience need to be written to adequately communicate the events and details of the shopping experience.
• Unbiased: The review should be totally based on the overall experience and other factors that would vary based on which services are being reviewed. Hence, it has to be unbiased.

Mystery shoppers ultimately have to provide the clients with an objective measure of their service and brand. Mystery shoppers at Wemark India experience a service or a brand through visits, telephone calls or online assessments. Then they are asked to complete an online survey that provides a detailed picture of their own customer experience. In return for their services, they receive a fee and/or complimentary products or services.

If you possess the desired skills and wish to be a mystery shopper, visit: http://www.wemarkindia.com/

At the end… SALES matter!

Several companies form and collapse… some exist for a smaller time span while only a handful are able to make it to the top and persist there. Have you ever noticed what brings about this drastic difference in their success rates? There surely are several factors that affect a company’s growth and sales; some of them are under your control while some couldn’t be controlled. Yet the most important factor among these is “Customer Satisfaction” that is directly proportional to the sales done by Wemark india.

To achieve this all that needs to be done is to analyze how you could serve the customers not just “better” but the best way you can. Once this thought arrives in your mind, sales would rush automatically.   In general, many companies do exactly the opposite of this by focusing merely on sales. At Wemark mystery shopping, we cover this typical area that is “sales” and derive maximum profit to the clients by mentioning all the important points that they need to stress on for customer satisfaction.

Apart from this, Sales promotion should also be taken into consideration. It includes several communications activities that attempt to provide added value or incentives to consumers, wholesalers, retailers, or other organizational customers to stimulate immediate sales.

Sales promotions can be directed at the customer, sales staff, or distribution channel members. Sales promotions targeted at the consumer are called consumer sales promotions. Sales promotions targeted at retailers and wholesale are called trade sales promotions. Some sale promotions, particularly ones with unusual methods, are considered gimmicks by many.

Apart from retaining the existing customers, sales promotion aims at attracting new customers and counteracts competition as well as aids in deriving maximum advantage from opportunities that are revealed by market research. It is made up of activities, both outside and inside activities, to enhance company sales. This is a typical area covered by Wemark india.

Competition Benchmarking To Define Better Business Strategies

Benchmarking implies an optimum comparison of one's business processes and performance metrics to industry bests or best practices from other companies. Quality, time and cost are the defining factors that help examine if all the processes are in sync or not. If yes then well and good but a lack of it is surely not good for the overall wellbeing of the business that one is dealing in.

For this management generally identifies the best firms in their industry, or in another industry where similar processes exist, and a comparison of the results is carried out. This paves the way for learning that how well the targets perform as well as getting a thorough understanding of business processes that provide an insight as to why these firms are successful. And this is what Wemark India does; Mystery audit.

The purpose of companies via Wemark mystery shopping is to gain a level of insight that allows them to evolve marketing strategy based on competitor insight. Nothing could help evaluate the business better than a good comparison with the competitor work structure. But this merely implies to evolve in a way that puts you above the competitors and not to be merely dictated by what you learn about competitors. 

Wemark india Benchmarking, in the case of Mystery shopping, is best done as part of a larger framework for strategic planning .Once all factors which affect the commercial performance of a company are identified, metrics can be defined for the key performance indicators of the industry or marketplace – these measures or “benchmarks” are then used to develop new initiatives for the marketing team to enhance its overall competitive position.

Our Service to Satisfy Customers.

WeMark india gives service to satisfy customers. Mystery Shopping provides an insight into what happens when hard won prospective buyers are in contact with your sales and customer service teams. It also lay-bare the areas of improvement both for quality of deliverable and its delivery channel. When a client company hires a company providing mystery shopping services, a survey model will be drawn up and agreed to. It defines what information and improvement factors the client company wishes to measure. These are then drawn up into survey instruments and assignments that are allocated to shoppers registered with the mystery shopping company.This is a fantastic Service provided by WeMark india.

Mystery shoppers perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way, and then provide detailed reports or feedback about their experiences

One of our most popular programs is a mystery shopping program that can help you measure customer service and adherence to your standards.This is a reliable service provided by best mystery shopping company.

How to Increase Your Profit Through Customer Evaluation.

According to WeMark mystery shopping When a client company hires a company providing mystery shopping services, a survey model will be drawn up and agreed to. It defines what information and improvement factors the client company wishes to measure. These are then drawn up into survey instruments and assignments that are allocated to shoppers registered with the mystery shopping company.

WeMark India  extensive experience across a wide range of global industries ensures that we can build an evaluation program that suits your specific needs .Mystery shopping or a mystery consumer or secret shopper, is a tool used externally by market research companies, watchdog organizations, or internally by companies themselves to measure quality of service, or compliance with regulation, or to gather specific information about products and services. Through this blog you can familiar with how you gain profit by the Evaluation of mystery customer.

If you are a service provider who relies on any type of employee-to-customer interaction,Mystery shopping  Customer Evaluations will help you improve your business.

WeMark India  Programs will help you:

·         Determine whether employees have been properly trained

·         Identify exceptional employees

·         Identify transaction completion times

·         Provide a 3rd party review of the physical appearance of your establishment and employees

·         Determine if services are delivered as expected

·         Recognize gaps in management

·         Identify areas where increased employee training is needed

·         Identify potentially harmful shrinkage problems

Wemark Mystery Shopping: 5 Ways to Use Mystery Shopping

Wemark Mystery Shopping : 5 Ways to Use Mystery Shopping

Business owners are always looking at ways to improve customer service delivery. In order to grow and achieve excellent customer satisfaction ratings it is imperative to measure the customer buying experience in an objective manner. Mystery Shopping exercises allow businesses’ owners to get a quick, reliable and quality feedback from the customers perspective. Mystery shopping can analyse and objectively measure staff interactions, the quality of your establishments and the buying experience across your entire company whether it is a franchise or solely owned distribution network. It is an invaluable tool in aiding the evaluation of teams customer care performance levels, training budgets and company mission statements delivery to core customer sector. There is 5 ways to use mystery shopping to improve your business.

1. Review of internal processes and procedures

Mystery shopper exercises can help to document step by step the process of buying your services /products or seeking customer support. You can detect deficiencies and make alterations to your customer care charter to the benefit of your customers.

2. Evaluate Staff Performance

Mystery Shopping can be used as a training aid as it will highlight professionalism, helpfulness, integrity, appearance, and knowledge of you team during the buying process. Buyers not only buy your services/products, they also buy your team and their credibility. This type of mystery shopping can provide key information for your Human Resources department about specific employees. We believe that this type of mystery shopping should be performed on an-going basis.

3. Review customer brand perceptions

Brands want to be associated with specific values and qualities, and these feel good factors should be perceived by buyers through your team, processes, products and establishments. Mystery Shopping exercises will indicate you if your buyers are perceiving the bran image that you want to or you need to invest more in this field.

4. Evaluating Point of Sale Material and The Retail Store

Mystery Shoppers will analyse the overall shopping experience including the cleanliness of the “retail store’, the tidiness of the products displayed, the space allocated to your products in the store, Point of sale merchandise, etc. It is important to know how your point of sale looks like when management is not present.

5. Analysis of competitors:

Mystery shopping your competitors as potential buyers is essential for well established companies. It allows you to get a better knowledge of who your nearest competitors are. You may identify market niche’s that are not occupied by any of your competitors. New market entrants may include mystery shopping exercises in their market research package when formulating and designing a business plan.

These 5 ways can be included in mystery shopping exercise. If you require more information about Mystery Shopping contact us or make a query with below link :https://docs.google.com/forms/d/1tqA2khF2JITmqG6fm01DtnXgDMmbQv2NRwm4z06jtBE/viewform?usp=send_form OR  you can visit our website : http://www.wemarkindia.com/

WeMark Mystery Shopping : How to be a Successful mystery shopper

How to be a successful Mystery shopper ?

A business hires a mystery shopping company to evaluate their services. Mystery shopping, also known as secret shopping, involves posing as a regular customer in order to evaluate the goods and services that a business provides. Your findings are reported back to the client, and used to improve their services.

What It Takes to Be a Good Mystery Shopper:

• attention to detail
• a good memory
• objective evaluation skills
• the ability to perform and submit shops promptly

Tips for Success:

• Apply to a lot of mystery shop companies, to increase your chance of getting regular assignments
• Check for available shops often – the good ones go fast
• Don’t accept a shop unless you are sure that you can complete it. Many companies will remove you from their list of shoppers after just one failed shop
• Be willing to accept last-minute and less-than-glamorous shops when starting out – this will improve your standing with the company
• Read over the requirements of a mystery shop several times before attempting the shop. If you miss some of the details, you won’t be paid

Advent of Mystery Shopping

Mystery Shopping

Mystery shopping saw its start in the 1940s. The term “mystery shopping” was also coined in the period when it began being used to define the services used by everyday customersthat were investigated by these individuals termed as “Mystery shoppers”. Since then it has evolved into an industry that evaluates many different areas of customer satisfaction within several different industries.

People are especially hired with the motive to gather information about the customer experience on visiting a certain store. At times, private investigators would pose as employees in an attempt to discover if any other store employees were stealing or compromising the success of the company.  Initially, it was used primarily in banks and retail stores to assess the integrity of the employees working there.

As the industry grew into the 80’s and 90’s, it expanded rapidly because of the presence of the Internet. Now, most mystery shoppers can find work online via these market research companies who train, and provide work for their employees. The sectors have also expanded where mystery shopping could be used. Today mystery shoppers provide customer service information for restaurants, retail stores, fast food chains, banks, gyms, movie theaters and even car dealerships.

Another change that is well evident includes the sweeping services offered to the company in which it investigates. Earlier the services were very limited unlike the present time when it is used more as an indication of customer service and satisfaction rather than simply a method for policing bad employees. As such, mystery shopping has boomed into a $1.5 billion dollar industry that exists worldwide. Companies all over the world turn to mystery shoppers to help them evaluate how customers view their business and products. In today’s world with so much mystery shopping being done via the Internet, the turnaround for assessments and information is quicker and more comprehensive, making mystery shopping an industry that is sure to continue growing.