many businesses, as much as, 70% of sales can be attributed
to phone contacts. Therefore, providing
consistent and professional phone presentations is of utmost
Research Group specializes in assisting business
develop the best procedures for handling customer phone
calls and improve the quality and consistency of their
phone presentations. These improvements will distinguish
your company from the competition and bring more customers
to your business.
The PRG Mystery
Shopper Program's uses
expertly trained Phone Coaches, posing as “real-life” customers,
to shop your locations and evaluate the performance of
your customer service associates in four very important
- Script performance
- Closing techniques
- Overall professionalism
- Hold techniques
Insure opening prices are properly
Proper hold techniques are used
Summary information is compiled and reported to the
appropriate management personnel. These reports provide
management with the information necessary to determine
opportunities for improvement and to recognize and reward
Live Phone Coaching
PRG can also provide your company with live phone coaching.
How does this process work? Once the phone mystery shop
is complete, the PRG phone coach re-calls the associate
and reviews a digital recording of their phone presentation.
Instantly your associates are trained if shortcomings are
discovered and congratulated when expectations are met.
Over the years, we have found that the Phone Coaching program
is one of the most powerful ways to create awareness and
We guarantee it!