8/11/2008 3:37:00 AM
If you haven’t considered a Mystery Shop of your online lead follow up system (both human and electronic), you should. You may cringe at the results, but considering your investment in generating those leads, you need to know what really happens to them. What if you have leads coming in and nobody is responding to them? Wouldn’t you be upset? It may surprise you to know that not only does it happen, it happens at some of America’s largest builders.
Even if your leads are getting a response of some kind, you need to assess the quality of that response. Often an unprofessional response is worse than no response at all. If this is the first contact a lead has with your company, what kind of image are you projecting?
Online Mystery Shopping helps you ensure that customers have a quality online experience with your company. It allows you to assess your strengths and weaknesses, effectively train your associates, raise the bar on your communication skills, and increase sales. It should never be used to single out a sales associate, which is why it’s so important to do a full market area shop.More...
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