Mystery Shop Coaching

PHONE NINJAS

Our Process

Mystery Shop Coaching is very much like phone skills coaching. In this case, we submit a lead to your business and then wait to see what happens. We’ll monitor the response times of your staff members, grade on those times, as well as on the quality of the phone call and email responses.

 

STEALTH TEST

Free Mystery Shop

DO YOU KNOW THE TRUTH?

Knowledge is the power behind improvement 

Take advantage of a FREE Mystery Shop with the Phone Ninjas STEALTH TEST to assess how your store is handling opportunities on the phone and the web! 

STEALTH TEST ONE

PHONE LEAD

Phone Ninjas will call in and play the role of the customer as though we’re inquiring about a vehicle. 

WE WILL

  • Record the call and use our proprietary scoring method to rate the effectiveness of the call 
  • Provide helpful comments within the call to coach the agent 
  • Perform a detailed analysis to provide a comparison on performance to other calls 

STEALTH TEST TWO

ONLINE LEAD

Phone Ninjas will complete a web form and see how your team follows through/follows up and what happens next

WE WILL

  • Look for an auto responder and an initial phone call attempt and report on the tonality and sentiment of all correspondence
  • Track response times and report on the sequence of events in chronological order
  • Video record our submission, screen capture the emails, and video record the conversations so you have a full catalog of results 
  • Provide feedback on how your agents can improve their communication across all mediums (email, phone, text)
  • Report on what could have been done to achieve an appointment! 
Nicole Marcellino