国外,加盟,门店,销售,管理,神秘,顾客,客户,橱柜,厨房.ppt

MYSTERY SHOPPING神秘购物 Objectives目标 The study is made every 6 months on the whole network : 此项调研工作每六个月对整个加盟网络开展一次 To control that IXINA store are following IXINA concept and methodology. 监控意家乐商店遵循意家乐理念和销售方法论运作 To evaluate the selling skills and product knowledge of the sale team 评估团队的销售技巧和产品知识 To identify opportunities for management action, and improve selling / service / effectiveness 识别管理行动的机会，推动销售/服务/效率 To provide performance indices so that the franchisee can compare its results relative to the overall IXINA network. 提供工作绩效指数帮助加盟商在意家乐加盟网络中比较销售业绩 To provide incentives for immediate improvement in performance levels. 提供动机快速提高工作执行水准 The Mystery Shopper profile神秘顾客职业描述 Mystery shoppers are screened and selected from localities in which shopping will take place so that their expectations will be similar to those of local customers. 神秘顾客需在当地通过严格筛选，以便于和当地顾客一样达到近似期望值 Local inhabitant 当地居民 Attitude -- Shoppers should not be overly opinionated or so flexible that they could be easily influenced by others opinions. 态度—神秘顾客不应该固执己见或者过于灵活，以避免轻易被其他人的意见所左右 Reliability -- Shoppers are screened for their reliability and full commitment to completing the study and fulfilling its requirements. 可靠性—神秘顾客经过可靠性的筛选并完全履行调研和实现预期目的的承诺 Age -- Shoppers are between the ages of 30 and 60 年龄—神秘顾客的年龄介于30岁到60岁之间 Typical customers in normal attire -- Shoppers are screened for their ability to appear average. 正常着装的典型顾客—神秘顾客经过严格筛选来表现他们的“中庸”能力 Methodology of the report报告的技巧 The Mystery shopper provide to the franchisor and the franchisee a complete document about the different phase of the selling process : 神秘顾客需要给加盟商和特许人提供完整的文件关于销售步骤的不同阶段： The customer make a phone call to the store 顾客给商店打电话 The customer arrive to the store 顾客来到商店 The customer welcoming 顾客接待 The salesman analyze the customer ‘s project 销售员分析顾客方案 The salesman make the offer 销售员做报价 The general assessment and comment of the Mystery Shopper : would he intend to buy ? 神秘顾客全面的评估和注释