All About Secret Shops: What Are They and Why Do You Need One?

At Shared Drive, we’re all OSC Pros and we’ve spent years perfecting online sales processes. We know exactly what it takes to create an outstanding online customer experience that helps potential home buyers make the right decision.
Our team of experts developed our Secret Shop service to help companies with an in-house OSC team see better results from their sales efforts. But, you might be wondering, what exactly are our Secret Shops and how do they differ from other secret shops out there? Let’s dive into our Secret Shop service and our unique approach.

What is a Secret Shop?
A Secret Shop (also sometimes called a mystery shop) is where our team secretly contacts your online sales team as if they were an interested buyer. They’ll then ask the team member they speak to questions about your homes, air any concerns your buyers may have, and experience the sales process your customers receive. They’ll then give you feedback on what went well and what could be improved.

What is the Shared Drive Secret Shop process?
Before we execute our Secret Shop process, we’ll meet with your executive team (not your sales team!) to understand your business goals, any specific concerns you have about your current process, and learn about your customers’ expectations. We will shop towards what matters to you.
We’ll then have our team covertly call, chat and email your sales team to inquire about your homes as if they are a prospective buyer. Our team will find out what being on the buyers’ end of the sales call is really like and score your online sales team based on not just ONE phone call but your online team’s entire lead nurture process.
You’ll then receive a custom score card that will give you a holistic look at how your online team is performing and which sales team members are doing the best, as well as which could use a little more support. We’ll provide you with feedback and suggestions for what could be improved to make your sales process more streamlined, as well as what you can do to give buyers a better experience and ultimately improve your sales.

Why are Secret Shops so beneficial?
Secret Shops assess your sales process and the customer experience in a way you simply can’t when you’re working within the business. Because our team can interact with yours as if they are a real customer, they can get the true customer experience your sales process is currently offering.
We can then use our expertise to guide you on where improvements can be made so you can see better results from your sales efforts. We’ll help guide you on where you can streamline your process, improve the customer experience, and increase your sales without creating an uncomfortable high-pressure environment. We even provide scripts and examples that will make implementing these changes a breeze.
There’s simply no other way to understand what your customers are experiencing – no training exercise will ever come close to the feedback you can get from a Shared Drive Secret Shop.

If you know your sales team has room to improve and you want to have a full understanding of the customer experience you’re offering, our secret shop service is the answer. To learn more or to get started, contact us today.

Written By

Shari Morton

Shared Drive | CGO