When an employee does not provide the information needed to complete a shop; I call this the dead zone.
As a mystery shopper, you should write down all the requirements needed to complete the telephone shop. When you conduct the conversation, you may notice your frustration building or find yourself tapping your fingers on the desk while you wait for the employee to provide certain information.Instead of receiving the information needed for your telephone shop, you are faced with those three long seconds of silence, which seem more like ten long minutes.
So, what are you going to do when an employee refuses to provide the information needed to complete a shop? There are a couple of tips you can utilize to get the information needed on those dead zone telephone calls.
One tip is asking the target if there is anything else he or she can tell you about that particular apartment, loan, or whatever type of shop you are performing. Asking a general question to explain more about the process or about the apartment helps the targeted employee provide more information without you directly asking for this data.
Another tip is asking if there is any other information a person needs to know before making an appointment to meet with them. If the person still does not provide the information required, be sure you check with the website’s instructions or contact customer service if they did not provide the information you need.
Most shops only require that you record what information you received, but be prepared to come across those occasional dead zone calls.