“Your customers are leaving – don’t get left behind, discover why with undercover customer!”
In today’s business world, every customer interaction can be an opportunity to succeed – or to miss out. To ensure your business offers the best possible experience to customers, it’s important to understand not just how they see you, but also how they feel and what they experience when using your service or product.
Undercover customer is an excellent tool to identify strengths and weaknesses in your business, and to understand exactly what needs improvement and where to invest your existing resources.
What is Undercover Customer?
Undercover customer service, provided as part of our sales coaching process, allows you to get a real and objective picture of how your customers experience your business. We send an “undercover customer” who will make a purchase or visit your business, while maintaining complete confidentiality. The undercover customer receives clear tasks to examine every stage of the customer journey – from the customer’s arrival at the business or initial contact, through the interaction with employees, to the post-purchase service phase.
How Does It Work?
Our undercover customer service is customized to your needs and provides you with an accurate picture of the experience your customers go through. The process is simple yet thorough – and every detail is taken into account to provide you with the best information that will lead to improved sales, effectiveness, and success for your business.
Here’s how it works:
1. Defining Goals and Areas for Examination
In the first stage, we’ll meet and define together the goals of the examination: What aspects of your business are important for you to check? Is it customer service, sales, waiting times, employee courtesy levels, or perhaps the overall purchase experience? Every business is a world of its own, so we tailor the undercover visit to your specific needs.
The examination goals will be defined together, on one hand according to your business needs that you know and understand, and on the other hand, we’ll recommend points for examination based on our knowledge and experience that we think are relevant to your business.
2. Preparation and Selection of the Undercover Customer
After defining the examination goals, we’ll select the most suitable undercover customer for the task. The undercover customer can be a person specifically matched to your needs, and can embody the type of customer you want to examine – is it a potential customer or an existing one? Are they looking for a premium service or a regular shopping experience, and do they challenge the sales team?
The undercover customer functions like any other customer, performing the visit or purchase naturally and imperceptibly, while maintaining complete anonymity.
3. Conducting the Undercover Visit
This stage is the core of the service – the undercover customer performs the visit to your business or contacts your sales people while carrying out precise tasks that we set in advance. During the visit, the shopper will examine a variety of factors important to you:
Waiting times – How long did they wait until receiving service, whether through leaving contact details or waiting in your store? Did someone follow up with them after the service and how long did it take?
Quality of the sales process – How does the team respond to questions, problems, or requests? Is the service courteous, professional, and helpful? How did they handle customer objections? How did they approach the customer? Was it with courtesy and friendliness?
Customer experience – Is the place organized and pleasant? Or does the website encourage action? And how does the product or service look during use?
General feeling – Does the customer feel important and valued? What feeling does the customer leave with after a purchase or receiving service?
We will evaluate every element of the customer experience and perform it naturally to avoid any frustration your employee might experience if they notice they’re being “tested.” And of course, all information collected is authentic and reliable.
4. Data Collection and Evaluation
After the visit, we’ll prepare a detailed report that includes all the information collected – including a description of each stage of the customer experience, notes on interactions with the team, service evaluations, and general insights regarding satisfaction levels. The report may also include photos or recordings if necessary.
5. Detailed Report with Findings and Recommendations
At the end of the visit, you’ll receive a comprehensive report that includes all the findings, with emphasis on areas requiring improvement. The report will include the following analyses:
Strengths: Analysis of all areas where your business and sales team performed well. These are things that work well and can serve as a competitive advantage, and it’s recommended to continue investing in them and make them more significant in the sales process.
Weaknesses: Points where the undercover customer encountered difficulties or experienced unpleasant feelings. This may include communication problems with staff, system issues, problems with waiting time management, and negative experiences that can drive customers away. These are significant points, as they can explain customer abandonment and failure to reach the sales targets you’ve set for your business.
Recommendations for improvement: Practical and focused tips for improving the experience. For each problem, a suggestion will be given on how to improve service, guide the team toward more professional behavior, upgrade facilities, or improve product quality. Here’s where our uniqueness comes into play – with extensive experience in establishing sales centers in Israel and worldwide, with ongoing support of sales centers, and years of experience in sales, we can provide you with professional and useful recommendations that will significantly increase your sales percentages.
6. Implementation and Follow-up
After receiving the report, you can also get our help in implementing the changes – this service is also provided as part of the sales coaching process. We provide support in implementing recommendations and would be happy to help you create a plan to improve the current situation. Through additional use of undercover customer, listening to sales calls, we can determine if there has indeed been an improvement in the customer experience. Through regular meetings with the sales team and training them following the undercover customer, you’ll be able to see more massive improvement in sales metrics in a significant way.
Thanks to undercover customer service, you’ll be able to clearly see how your business is perceived by customers, you can monitor your sales team and ensure they’re operating as planned. Through undercover customer, you can work in a focused way to upgrade the customer experience – something that will lead to an increase in sales volume and long-term business success.
Why Should You Use Undercover Customer Services?
- Improve Customer Experience: When you know exactly how customers experience your business, you can enhance every stage of the customer journey and create positive experiences that lead to customer loyalty and successful, quality sales.
- Identify Issues You May Have Missed: Sometimes, what looks good to us in our business is not the experience customers have. This service can point out service problems or issues you simply haven’t seen.
- Enhance Team Professionalism: Through feedback from an objective source, your employees will understand your expectations and standards, enabling them to improve their performance in the field.
- Ensure Continuous Improvement: With undercover customer services, you can conduct repeated evaluations to ensure improvements are implemented and real progress is being made.
Satisfied Customers, Successful Business A successful business knows how to listen to its customers – not just through direct conversations, but also through the right tools. Our undercover customer service allows you to receive the most authentic feedback and act quickly and efficiently to improve in every area that matters to you.
If you also want to discover how your customers experience your business and significantly upgrade your service level, we’re here for you!
When you choose to work with us, you’re not just getting an undercover customer service – you’re getting all the knowledge and experience we’ve accumulated over years of establishing and managing sales centers in Israel and abroad. Here are some reasons why you should choose us:
- Rich and Diverse Experience – With years of experience in establishing and managing sales centers domestically and internationally, we understand exactly how to operate your teams optimally and maximize your sales results.
- Deep Understanding of Your Business Needs – As business consultants, we don’t just provide undercover customer services, but offer personalized solutions that precisely fit your business needs, from our broader perspective, and this is our added value as consultants.
- Attentiveness and Care – We don’t just do the job – we listen to you, understand your challenges, and bring the most professional and caring approach to lead you to success.
- Development and Continuous Improvement – We don’t stop here. Each of our services is based on recommendations for continuous improvement of your sales system, with options for development and optimization that will bring you to new heights.
If you’re looking for not just an undercover customer service, but also a true partner who brings experience, knowledge, and a deep understanding of your business – we’re here for you.
Let’s start working together and show you how to upgrade your business sales results!