Why have a mystery shop/audit?
To have consistency and continuity across an organisation is not a bad thing and it demonstrates that all employees are working to a set standard that they can understand and deliver.

Mystery shops, is exactly as it sounds. …the receiver will not know they are being audited on a set system or delivery.

The majority of mystery shops are within the Sales Process; from the initial telephone call to the meet and greet and to the close and follow up…..or did they buy?

What areas are accessed?
• Telephone Enquiry
• Confirmation Call
• The Welcome and Data Capture
• Membership Advisor Greeting
• Completion of the Needs Analysis
• The Tour
• Membership Presentation
• The Close
• Overcoming Objections
• Follow Up
• The Overall Experience

However, the audit can be tailored to your organisation and some of these sections may well be eliminated or increased upon.

Can it be tailored for a Club or Group?
• Yes, it can be tailored for each respective cluster of Clubs, Centres or Corporate sites.

• The content can be discussed to ensure you have the report you need to move the business forward.

What will you receive?
You will receive a full report on each Club or Centre on all areas that are agreed, including a graph (bar chart) and results for each area and the overall result.

Additional comments will be added by the resource consultants on any other area they feel they need to give feedback (positive or negative) on outside the brief.

Lou Holtz former coach of American
Football Team Notre Dame

What is the key objective?
• To recognise areas within the sales system that needs to improve.

• To reduce attrition and increase the membership base.

• To improve the standards and overall professionalism.

• To increase Brand awareness.

• To coach and give feedback to all staff selling at the ‘sharp end’.

What is the benefit/value?
• Bringing continuity and consistency across the Club(s)/Group.

• Lower attrition, increased membership base.

• Something the management and the staff can work towards.

• All standards become consistent and best practice is achieved.

• Improved sales performance of the sales team.