With over 30% of your business originating from the Online Sales Program, you can’t afford not to shop your team.
Our comprehensive secret shop is extremely thorough and will show you the customer journey from their perspective. We have field tested this online shop with hundreds of Online Sales Specialists over the past 10 years. What was previously only available to Do You Convert clients is now offered to the public. We have partnered with Clear Evaluations to develop the industry standard in secret shops for Online Sales Specialists.
HOW WE SHOP
We have custom developed the most comprehensive shop that tracks the homebuyer journey from lead submission to appointment creation.
- Online Lead is submitted from website with full contact info and questions/comments
- We monitor email, phone and text follow up for 30 days
- A secret shopper will call in and the phone call is recorded
- We track the appointment setting and handoff process
- All communication is documented and a comprehensive score is provided
PERFORMANCE METRICS MEASURES
We have created an objective scoring system that allows you to monitor performance and provide direct feedback to your team.
- Speed of response
- Quality of communication
- Quantity of follow up
- Phone call performance
- Appointment setting
- Online to Onsite transition
REPORTING & DELIVERY
Your shop will be delivered electronically and includes copies of all communication that the shopper has received. Average team scores are provided in an interactive format.
- All communication is documented
- Emails, voicemails, live phone calls in one location
- Customizable reporting that is easy to understand
- Aggregate scoring
- Shareable direct links to individual shops
- PDF and Excel exporting capabilities
