Shop Talk

have fun with your DM 😁

people that stand at the opposite end throughout the conversation then assume that you'll just magically pull a receipt out of your behind when they wanna buy annoy me. if the customer doesn't want to have personal contact with me, why are they talking to me in the first place?

Here's what we decided about secret shoppers.
1. Do your best with everyone, but (since we are in a tiny town, secret shoppers are easy to spot) go down the list (I've done a script based on the secret shopper check list, it goes step by step number by number from the papers she works from)and again, be as nice and professional as you can possibly be.

2. Are we selling? Are we selling more than expected? If the answer to this question is yes, then who cares about the secret shopper's opinions.

3. Take a deep breath. We got burned by a secret shopper a while back because all 4 of our computers were busy doing activations and all employees were "too busy" to give her proper attention. Sounds like a great problem to have, sound...
(continues)

I had one one time that as soon as they walked in the door, went straight to the wall where all the brochures were. It was pretty busy in the store so I couldn't get to her right away. Then she asked if we had service in (insert remote middle-of-nowhere town here) I told her we did not, the closest was about 10 miles away. then she asked for my name and walked out the door.

How was I supposed to sell her anyway? if she lives outside of our service area there isn't anything i can do!!!

Secret shoppers in the cell phone industry are a completely incompetent lot. They generally have no idea what they are doing, and they shop so many locations in one day they can never remember who did what. And AT&T's mystery shop guideline form is a complete joke too. It's designed to pass a test, not to meet the needs of the customer. Then they tell you that if you want to challenge a shop score, all you have to do is provide the completed form. Of course, when the challenge actually comes, and the form is provided, the challenge is rejected out of hand. It's a complete waste of time, an inaccurate judge of how a store is performing, and worst of all, with some agents, it actually means a reduction in commission for the sales associa...
(continues)

yeah that's bs for sure.

we had the same shopper come into our store probably 7 times. the first two times was with our rep that has been here for 3 years and she failed both times.

the next two times were with two different interim managers that were just here for a day.

the next time after that i saw her and we were busy as hell and I told all the other reps who she was an not to waste your time helping her when the activations were in the store waiting

the last time she came in we were dead and sitting around. she walked in and stood at the front like usual so i walked up and started slamming her with information. i was telling her about everything before she could even ask about it. i demo-ed every freakin' data product ima...
(continues)

My friend that works as a Sprint indirect rep was secret shopping a district of stores, and I tagged along. We judged fairly, on how much effort, knowlege, and general selling we saw. We thought, hey, what if we were being shopped? So we only gave the REALLY bad reps a low score. I have, however, been shopped by idiots, and it sucks...

We get the same secret shopper at our store everytime! For the past 4 months. Same lady...same scenario, same employee, same enthusiam and knowledge everytime. Yet here are the scores we have rcvd.

96
95
98
76

make any since