"Would You Do Business With You?"

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Vickie Henry This presentation is especially designed for managers and front-line personnel of clients. It is perfect for industry association meetings or annual, regional or franchise meetings in which a sampling of mystery shopping is introduced. Top performers are recognized and specific techniques for improvement are taught in the most positive, upbeat and motivational manner.

Prior to the presentation Feedback Plus collects company names and phone numbers and conducts random mystery shops. The results are evaluated using this simple 10-point grading system:

How many times did the phone ring?
Did the staff member give their name?
Did they ask for caller’s name?
Did they use the callers name?
Were they pleasant and friendly?
Did they seem interested in conversation?
Did staff members appear to be knowledgeable?
Did they say "Thank You?"
Based on this call would you do business with this company?
Based on this call would you recommend this company?"

The results provide an informative and upbeat learning experience and Feedback Certificates of Excellence are presented to the top performers. Managers and customer service front-line personnel will leave this program inspired to keep customers coming back for more! Your annual, regional or franchise meeting will be unforgettable!

Since 1971, Vickie Henry’s company, FEEDBACK Plus, Inc., has lead the Mystery Shopping Industry. Featured in the Wall Street Journal as “America’s #1 Mystery Shopper,” Vickie has taken her passion for customer service to an all time high. With more than a million mystery shops, the data from the 100,000+ FEEDBACK field evaluators and shoppers tell us what associates are (and are not) doing to satisfy the needs of customers. Vickie has become obsessed with the WHY? And she has gone straight to the source. She has conducted focus groups and one-on-one interviews with front-line sales associates, managers, and consultants. Vickie knows what it takes to get and keep customers and she knows how to motivate employees to do just that!

This presentation is interactive. Techniques for setting and implementing a plan for improved customer satisfaction are taught and reinforced.

The presentation is 45 minutes to 1 ½ hours in length.

AV requirements: roving mike, LCD projector for computer presentation. (Overhead projector for back-up)

Investment: $2500 plus travel expenses

Presenter: Vickie L. Henry
1-800-882-7467