Examination of quality of the telephone communication.
Mystery calling examines the willingness, expertise and communication standard of the service or sales representatives at a simulated telephone booking for a repair or car check.
Parameters, which can be monitored and evaluated during the telephone contact:
- answering the telephone call, personal introduction and approaching the customer, recognition of the requirements,
- response to the customer’s requests,
- standard of communication, ability to persuade the customer to visit the showroom, obtaining the customer’s contact data, offering the services and products, completeness of the information,
- general impression from the phone conversation.
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