Video Mystery Shopping: Don’t Fear the Shop!
Do you want to know the quickest way to silence a room full of New Homes Sales Associates? Tell them they are all going to be Video Mystery Shopped over the next 2 weeks. Not only will they become dead silent, but a look of horror and fear will quickly appear on their faces. Trust me; I have seen it happen numerous times in my 30 plus years in the video mystery shopping business.
After the news sinks in that they are going to be video shopped, the fear begins to grow and grow. Every man, woman, and child that enters their sales office is a possible ‘shopper’ suspect! The phone lines heat up between the sales offices, with sales associates comparing notes with each other about their recent visitors.
The conversations sound something like this:
“Did you get a visit from a lady with big red hair claiming to be relocating from California?”
“No, but what about the man who said he was going through a divorce and was interested in purchasing a townhome?”
“I didn’t see him, but I swear I saw a small video camera hidden in my last customer’s baseball cap!! I AM SURE HE WAS THE SHOPPER!!”
For some reason, sales associates really FEAR being video shopped! The truth of the matter is, being video shopped is nothing to fear. If you are doing your job, and know how to conduct a professional sales presentation from start to finish, you should actually WELCOME and EMBRACE the opportunity to be video shopped. It’s your time to shine!
When we fear something, it usually stems from our preconceived perception of the outcome. IE, you might fear bears because you know they can EAT you.
In most cases, sales associates fear video shops because they falsely believe their sales manager will use the shop as a “GOTCHA” to ridicule or, in severe cases, fire them. Simply not true. Sales Managers look at video shops as an opportunity to get a ‘snapshot’ of their sales associates in action. This video can then be used as a powerful training tool to highlight areas of strength and also identify areas for improvement in the sales presentation.
My advice to sales associates that fear being video shopped is simple: Relax and give the best sales presentation possible to every single person that walks into your sales office. Let’s face it, that really IS your job…whether you are being video shopped or not.