• Provides reports to management to be used to reward star performers, motivate average employees, and plan training and counseling for employees whose skills need to be improved.
  
• Helps employees do a better job of creating good, long lasting relationships with satisfied customers.
  
• Provides data for business owners and managers to use in situations where concrete, quantified, unbiased information would be valuable.
  
• Trends the data to demonstrate the success of sales and customer service training.
  
• Monitors consistency of information, product/service knowledge, and an understanding of the organization.
  
• Creates an awareness on the part of employees that their actions count and can have a serious impact on the growth and success of the business.

May Our Experts Be of Service?

The experts at Market Viewpoint invite you to e-mail us with your customer service, human resource, and training questions. Challenging times present challenging opportunities for business owners and managers and we want to be there to help. When it comes to customer service, human resources, and training, you can count on the 100 years of combined knowledge and experience of the Market Viewpoint team.

Some of the questions we’ve had so far include:

Contact us today! Click here and let us know 
how we can be of service!
 

Case Study:  Product Knowledge

Plan of Action:

• Monthly mystery shopping evaluation of the client's establishment.
• Quarterly review of the competition.
• Employee training of the features and benefits of their varied product lines and those of the competition.

Results:
It was discovered, through the mystery shopping process that product knowledge was deficient. A training program was specifically designed to address this issue and evaluation scores have increased with each subsequent review. Market share erosion has also been halted and the client is in the process of putting Market Viewpoint suggestions into place in an effort to win back lost business.

Case Study:   Suggestion Selling

Plan of Action:

• Monthly mystery shopping by three different shoppers at various times during their hours of operation.
• A quarterly marketing analysis by Market Viewpoint to determine if the sales process could be altered to impact sales and revenue figures.
• Trending the data to determine if corrective measures were effective.

Results:
The mystery shopping evaluations revealed that the sales force was not spending the time to get to know their customers' needs, so they were unable to make appropriate suggestions for the purchase of complementary products or services. This client has enjoyed an increase in sales volume without the expense of advertising for new customers.