Remote Mystery Shopping

How well does your team respond?

The automotive industry, like many others, is experiencing a significant shift towards the digital landscape and remote buying. As customers increasingly opt for the convenience of remote purchasing, the role of the traditional salesperson is undergoing a transformation.

Why choose remote mystery shopping?

As consumer buying habits evolve, the way that we measure and enhance sales and customer experiences must adapt.

The traditional mystery shopping method of onsite visits allows businesses to evaluate one sales process interaction. With the increase in customers choosing to purchase remotely, the measurement of the digital customer journey is crucial to the ongoing training and development of your sales team.

What is Remote Mystery Shopping?

Remote mystery shopping measures the remote buying customer journey. Customers will interact with your front-line teams via various touch points, and your sales team need to adapt to the way the customer wants the interaction to progress. A remote customer journey may start with an online enquiry, including social media, and progress into multiple telephone conversations or emails, and could even include virtual videos or video calls.

Carrying out remote mystery shopping allows you to measure your remote sales process to see what improvements need to be made from a customer experience perspective, and support with refining your sales process.

How does Remote Mystery Shopping work?

Businesses’ no longer have control over the customer journey, the customer does. With the introduction of online shopping and digital customer interactions, the customer journey can now follow many different processes. Sales training can no longer focus on just one touchpoint of an instore interaction, sales teams have to be able to adapt to whatever the customer chooses their journey to be. Remote mystery shopping measures exactly that.

Our specialist internal team of mystery shoppers will start their remote customer journey via different touchpoints and measure the sales executive’s ability to adapt to how the customer wants their journey to flow. This will provide you with invaluable feedback on how your sales team are adapting to the digital world and remote buying, along with any training needs. Plugging the gaps in remote sales can lead to more sales and an exceptional customer experience, whilst giving the customer what they want in a way they want it.

Measuring customer effort is the key to a successful remote sales experience.

The Customer Effort Score (CES) is a crucial research measurement for remote sales. Customers want their interaction with your sales teams to be as smooth and effortless as possible. Measuring how effortless the remote sales journey is for your customers, will identify and gaps in your remote buying customer journey.

To find out more about the Customer Effort Score and how this measurement can support your research, visit –