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The following information is intended to give a potential
client an example of a typical evaluation/ mystery shopping format, an
example of the Summary Reporting and the Criteria Reporting.
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Client
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Telephone Evaluation Client |
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From |
2/9/2004 To 2/11/2004 |
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Location |
2
123 Any street
Anytown, FL 33333 |
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Current score is 90
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Visit Information |
Response |
Points
Available |
Points
Awarded |
1. Day of call |
Tuesday |
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2. Date of call |
2/10/04 |
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3. Time of call |
1:28 |
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4. Name of person you spoke to |
Lynn |
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Phone 90 of 100 Points - 90% |
Response |
Points
Available |
Points
Awarded |
1. Was the phone answered promptly? (within 3 rings) |
YES |
10 |
10 |
2. Did the associate use proper greeting? |
YES |
10 |
10 |
3. Name of the associate who answered |
Lynn |
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4. Patient counselor's name |
No
name given |
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5. Did they ask you for a name, phone#, where you were calling from
BEFORE they answered your questions? |
NO |
10 |
0 |
6. Did the associate try to
book you a complimentary consultation? |
YES |
10 |
10 |
7. How many times during the conversation did they try and book a
consultation? |
2 |
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8. Was the patient counselor enthusiastic? |
YES |
10 |
10 |
9. Did they take control of the conversation? |
YES |
10 |
10 |
10. Did they SELL the
product? |
YES |
10 |
10 |
11. When you asked "How much is the cost of the surgery?" Did they quote
a price? |
YES |
10 |
10 |
12. If so, what was the response? |
Starts at 299 to 1700 |
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13. When you told them you were
looking for something a little less expensive, what made
them different? Did they respond positively in a
convincing manner? |
YES |
10 |
10 |
14. What was their response? |
We do not deal with volume like they do |
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15. Could they get you in right away for a consultation? |
YES |
10 |
10 |
16. What kind of equipment
do you use? |
Nidek and Visx |
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17. How do they compare to others? |
2 most widely used |
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18. What is the doctor's success rate? |
98% |
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Summary
The conversation started off very slowly. I was waiting for her to ask
questions so I played dumb and waited for Lynn to start the
conversation. Her enthusiasm during the conversation was very, very
good. She did not initially ask me for my name or other personal
information. I had to tell her that someone recommended their company,
after I did this he said that I should come in.
There was a pause on the
phone so I started asking her questions. She seemed like she knew a lot
about the business and was knowledgeable in answering my questions. She
mentioned that she'd been there 1.5 years.
She also mentioned that the
hours were extremely limited as in Mon, Tues, and Friday. She said that
the doctor's success rate was very high. She also commented that she
also does exams.
When I asked her about the difference in her company
from the others she was very professional about saying that her firm
doesn't perform surgery on everybody like the other companies might, only
ones that could really benefit from the surgery.
When I asked her about
the success rate she commented that she herself was a bit surprised in
that all the clients raved about the treatment and how good the doctors
were. The doctors prefer to meet 20/20 vision success as the clients
want and not the 20/40 as the standards call being successful. She
sounded very confident throughout the conversation. She wasn't "pushy"
and her manner was very, very nice. She stated that if a person needs
the treatment they will do it. It wasn't until the end when she asked for
personal information. I had to ask her where she was located in order to
get directions.
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