Interviews
'Mystery shopping' to help India's luxury apparel retail
17 Jan '12
4 min read
'Mystery shopping' involves visiting the store in the form of a customer without disclosing the actual identity and interacting with the sales personnel, in a manner similar to that of an actual customer.
Mr. Rajiv Grover adds, “Mystery shopping is a good tool as it keeps the sales executives on their toes. It helps them as well as the companies to rectify the mistakes that are occurring at the retail end and at the same time make sure that the employees at the store are performing as per the training given.”
However, Mr. Abhay Gupta has a different view and he says, “Mystery shopping is a good tool indeed to get an idea of skills of sales personnel. Returns might come in handy after a year of initiating this concept. It will keep the front end staff on their toes. But nothing motivates like personal touch and rewards. The companies should right now concentrate on keeping one-to-one interaction with the employees and should keep rewarding the staff when they perform well.”
Mr. Rajiv Grover adds, “Mystery shopping is a good tool as it keeps the sales executives on their toes. It helps them as well as the companies to rectify the mistakes that are occurring at the retail end and at the same time make sure that the employees at the store are performing as per the training given.”
However, Mr. Abhay Gupta has a different view and he says, “Mystery shopping is a good tool indeed to get an idea of skills of sales personnel. Returns might come in handy after a year of initiating this concept. It will keep the front end staff on their toes. But nothing motivates like personal touch and rewards. The companies should right now concentrate on keeping one-to-one interaction with the employees and should keep rewarding the staff when they perform well.”
Fibre2fashion News Desk - India
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