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What is a mystery shop?
A mystery shop is when someone calls or enters our clubs and pretends to ask for the price to see how we go at using the telephone enquiry form and going through the 9 step sales. A mystery shop can happen at any time but that shouldn't matter as we should all be using the telephone enquiry form perfectly with every call anyways! As well as using the 9 step sales alwasy!
How does it work for over the phone?
You can mystery shop each other whenever you like, all you need is the making form that I have attached below. If Make sure you are calling on an unrecognisable number and then just start asking questions as if you were a prospect. Below are the things that you will get scored on.
Were prices given?
Was I asked for my full name?
Was I asked how I heard about the club?
Was there any attempt to build rapport?
Was I asked if I live or work locally?
Was I asked if I had been to the club before?
Was I asked if there was anything in particular I was interested in?
Was I asked what type of results I'm looking for from the club?
Was I asked how many times per week I would be training?
Was I asked what times of the day I would be training?
Was I invited down to the club?
Was the appointment booked?
was i asked 5 extra questions to build raport
Was I asked an alternative choice question? I.e. are you available today or tomorrow?
Was I asked an alternative choice question? I.e. are you available morning or afternoon?
Was I asked for my contact number?
Was I asked if I knew where the club was?
Were the appointment details confirmed back to me?
Was I asked to bring my kit with me so that I could get started straight away?
Did I receive a no show follow up call ?
Within 15 mins of Appt time: If call or message left =4
Within 30 mins of Appt time: If call or message left =2
If NO, call, message or if a text was sent re: No show = 0
Was I put into the ClubWise system as a new prospect?
Was my appointment booked on ClubWise?
The caller will tally up your points to give you a total score % out of 100 using the mystery shop form.
IMPORTANT things to note before calling:
Please dont make the call before reading the below.
Make a copy of the "telephone mystery shop" form.
Make sure all the information on the top of the "telephone mystery shop" form is filled out correctly. Facility, How many rings did it take to answer, Date an Time, Staff Member, Evaluator [Please place your name used within the call], First questions asked.
Use a made up name and don't forget to put the full name you used on the call at the top of the "telephone mystery shop" form. The reason why this is important is because you will need to log into their CW to check if they have followed up for the no show appointment. If you don't have access to their CW please send the form to Charlene to fill out that section.
Ask them for the price x2 (hopefully they don't give it to you). The aim isn't to get staff off track or catch them out. We just need to test that they can deflect price questions a couple of times. There is no need to be too direct or rude on this call please.
Call after 3pm Mon-Thur and 10-2pm on Sat-Sun as we don’t want managers answering usually unless they are new to the team.
One of the questions is did they add the prospect in to CW and follow up after no show. Please make sure to book the appointment in roughly an hour from when you called so you can check the person was added into CW, made an appointment and called when you didn't show for the appointment.
Please make detailed notes on feedback. It will help them improve for the future.
Call the work mobiles or land lines.
Have the telephone form on you so you know all the questions have been answered.
If the club doesn't answer the phone. Try calling a total of 3 times over the space of 30mins to 1 hour. If no answer 3 times it's an instant fail.
After the call:
After you have made contact with a membership consultant and have filled out the google excel table with their score and feedback, you will need to send this feedback in an email to Anna, Sammi and Charlene.
If Charlene or a Club Manager asked you to complete a mystery call, simply email Charlene/Club Manager the filled out excel spread sheet with the feedback and score of the person you assessed.
If you are doing a full round of mystery calls and you have been directed by Charlene to use an email template to return the feedback. score, copy and paste the EMAIL TEMPLATE below into an email and attach the link to the Excel spreadsheet with the MC's feedback & score. Make sure you edit the access/privacy settings of the google excel document so that anyone with the link can access it. Make sure you also change the editing settings to can VIEW.
To do this: click share (top right hand corner) --> under 'general access' click anyone with this link --> click viewer (to the right of the link option) --> click DONE.
IN club 9 step sales mystery shop.
Here you will find the form to perform the in club 9 step sales mystery shop. Please click the link below to have a read and make sure you know what you will be assessing the gym on. this mystery shop isn't just about how the person goes at selling, its about the whole 9 steps! This includes the smell of your club, the cleanliness, the way the staff is presented etc!
IMPORTANT things to note before doing a 9 step sales mystery shop:
Please don't do the mystery 9 step sales before reading the following .
Make a copy of the "9 step sales mystery shop form" form.
Make sure all the information on the top of the "9 step sales mystery shop" form is filled out correctly.
Make sure the person working in the club doesnt know who you are or what you look like as you will be doing this in person.
Make sure to use a made up name.
Once you get to the price presentation tell them you just want to think about it.
Please make detailed notes on feedback. It will help them improve for the future.
After the mystery shop:
After you have done the mystery shop and have filled out the google excel table with their score and feedback, you will need to send this feedback in an email to Charlene - charlene.malone@anytimefitness.com.au or a Club Manager.
If Charlene or a Club Manager asked you to complete a mystery call, simply email Charlene/Club Manager the filled out excel spread sheet with the feedback and score of the person you assessed. Make sure you edit the access/privacy settings of the google excel document so that anyone with the link can access it. Make sure you also change the editing settings to can VIEW.
To do this: click share (top right hand corner) --> under 'general access' click anyone with this link --> click viewer (to the right of the link option) --> click DONE.
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