Missenden Abbey Mystery Shopper Exercise

Background:

Missenden Abbey is an historic 12th Century Abbey building set in the heart of the Chilterns. The Abbey has become a prestigious training facility, boasting an excellent conference centre for day delegates and residential conferences, a team-building venue as well as a beautiful wedding location. Missenden Abbey were asked to carry out a mystery shopper exercise to establish the sales techniques and call handling skills of the staff in the sales office.

Objectives:

To review Missenden Abbey’s sales techniques and make appropriate training recommendations.

Actions:

Following client discussions a topic discussion guide was agreed and a series of telephone ‘interviews’ were conducted.

The mystery shoppers results indicated the team had varying levels of enthusiasm, automatic discounting and attention to detail to the enquiries.

Results:

Training was provided by a specialist company to improve the knowledge and customer facing handling skills of Missenden’s staff. apt recommended and organised the training company’s skill improvement analysis and training days.
 
 

Missenden Abbey Mystery Shopper Exercise

Missenden Abbey Mystery Shopper Exercise

Missenden Abbey Mystery Shopper Exercise