A dealership mystery shop is one of the only ways to get precise, reliable third-party feedback on your team’s performance, and they’re an absolute must for any high-performing business. The insights you gain about the customer experience and lost revenue opportunities translate directly into actionable training.
But what’s the difference between a decent mystery shot and an expert call that feels completely natural while investigating a team member’s sales skills? After all, once an employee figures out they’re talking to a mystery shopper they’re going to behave completely differently—and that’s not going to help anyone get better.
The fact is, mystery shopping is both a skill and an art, and the top callers from Phone Ninjas have decades of experience investigating every aspect of sales calls without ever blowing our cover. Here’s how we find out exactly what’s happening at your business to deliver sales coaching that lifts your bottom line.
We Send a True Professional
The biggest problem with mystery shoppers is that they’re famously easy to spot. Taking notes, unnaturally moving from point to point, and asking targeted questions no customer would think of are dead giveaways an employee is being reviewed.
You can’t expect to evaluate someone’s phone skills if you’re not an expert yourself. That’s why we ensure our Phone Ninjas understand and use the phone tactics and strategies we’re teaching your team before they ever make a call. Here’s why our mystery shoppers stand out:
- Checklists, scripts, and a game plan are all carefully prepared in advance so they can evaluate exactly the points you need to know about.
- They are trained to use their scripts naturally so you get the unvarnished truth—not a careful performance that raises red flags.
- Our people are true detectives: they’re given the freedom to investigate issues as they arise instead of sticking to a script no matter what.
- Every caller has a verifiable phone number and email address. You won’t have to worry about your people being tipped off by seeing your training partner’s name on the caller ID.
- Our mystery shoppers are fully trained to evaluate every aspect of your business, from sales, support, service, and everything in between. We know dealership structure and department function inside and out.
We’re proud of the professionalism our people bring to mystery shopping, and the results they provide are second to none.
In-Depth Feedback
Most dealership mystery shop agencies will give you a short report with checklists and superficial evaluations. These tools can provide some direction, but they rarely give you concrete feedback and specifics that lead to better sales performance and higher numbers.
Phone Ninjas mystery shoppers deliver comprehensive reports that illustrate exactly what a sales associate should focus on to improve. You’ll have zero questions about how your team members performed and how they can improve going forward.
Every report includes:
- A complete record of all verbal correspondence compiled to cover the entirety of the mystery shop as well as any post-shop follow-up.
- A full recording via screen capture software. While the record of verbal correspondence is excellent, it cannot capture the fine nuances of an employee’s skills such as tone of voice, cadence, naturalness of delivery, etc. that can be make-or-break on a call.
- A score sheet evaluating the degree to which your people are hitting the important points of your business’s sales model. You’ll get detailed feedback about how consistent your team members are in offering add-ons, asking for the sale, and a host of other tiny details that so often get missed, causing you to lose out on those critical high-margin extras and plans.
- An in-depth critique of your employee’s performance, providing specific performance benchmarks for improvement.
Also, our mystery shoppers don’t just report to you—they work closely with our Phone Ninjas coaches. This is a huge differentiator for us, as it dramatically improves employee learning when our coaches follow up with shopped team members to address any deficient areas of their delivery. The screen recordings are also provided to our coaches, who use them to improve even the tiniest details of your team’s performance.
Our active coaching model is a proven revenue driver, but it’s the mystery shop feedback to coaches that truly maximizes your return on your training investment.
Our Phone Ninjas Will Boost Your Bottom Line
Phone Ninjas goes all-in to make sure your training investment generates the maximum ROI for your business. We’re so confident you’ll see the value in our program, we’re putting our money where our mouth is. We’ll perform two free, no-commitment mystery shops: one to evaluate your team’s phone skills, and a second to gauge your team’s digital performance. You’ll see the wealth of data our team provides and exactly how we can raise the game of every single employee.
Contact us today for a free demo to see how our dealership training and coaching can help you crush your monthly goals and take your business to the next level.
