mystery shopping business plan 2
TRANSCRIPT
Prepared by Naing Win Aung
Myanmar Mystery Shopping Service
Purpose of this presentation
To discuss with our business partners about this business.
OutlinesOverview of Mystery Shopping Business
Why We decide to do this business
Mission, Vision
Strategy
Our Products and Target Customers
Check Lists
Action Plan
Conclusion
Q & A
Overview of Mystery Shopping Business
Mystery Shopping is a process of evaluation,
measurement and reporting of customer service standards
by the use of secret agents acting as customers.
It is the fastest and most effective method for business
owners to assess the service levels of their staff.
Overview of Mystery Shopping Business (Cont.)
Our mystery shoppers can provide assessments from the
point of view of the customer.
Sectors include: Every business in service industries such
as shopping centre, beauty saloon, hotel, clinic, bar and
restaurant.
Why we decide to do this business?
In Myanmar, current performance level of most service
organizations are limited, since
Service staff do not take enough care of their customers.
They do not deal politely with their customers.
Customers are supposed to be waiting for a long time to
get the product which they ordered.
Most of the shops are not clean enough for their
customers.
Why We decide to do this business (Cont.)Many companies use customer feedback forms to keep
them in touch with their customers' views but these can be
unreliable - as few as one dissatisfied customer in 10
bothers to complain.
Business owners and management members should know
their service level to maintain their success.
This business is one of the business types which no one is
doing.
Our Mission
To develop Myanmar service industry to reach
the level of international standard.
Our Vision
To become the reliable and successful
Mystery Shopping Service Provider Company.
Things to Discuss with Partners
General Discussion about Mystery Shopping Business
To Choose Business Name Initial Investment Future Investment Share % between the Partners Target Industries Check Lists for Target Industries Organization Structure Job Level & Salary Range Duty & Responsibility Manpower Marketing Plan
Operating Plan Our Services Pricing by Service Package Reporting System Office Address Office Equipment Calculate B.E.P Sales Forecast/ Sales Target Target Profit Dividend Policy Starting Date Vision Next Meeting Date
Strategy
To educate the potential customers about mystery
shopping and persuade them to hire us.
Make effective marketing and advertising such as
using billboards, pamphlets, media and so on.,,
Train our staffs* to be skillful mystery shoppers
Competitive and Reasonable Price
Customer Satisfaction
Strategy (Cont.)
• To write Standard Operating Procedures (SOP).
• Various types of assessment formats for different
industries.
• Prepare for consistency
• Prepare to work if we have a big success in short
period
Our Products (Services)
Visit and assess physically
Assess by telephone
Order goods for delivery and assess from home
and then,
Report to the business owners of our client
companies..
Our Products and Services (Cont.)
We provide periodic reports and statistics to enable
you to track customer service performance.
We monitor your customer service by visiting selected
outlets at an approved frequency.
We help you to look at your business through the eyes
of your customers.
Our Products and Services (Cont.)
We help you ensure all your outlets are giving a
consistent level of customer service.
We help you spot any employees who may be driving
your customers away.
We check the service provided by each branch against
your customer service standards.
Target Customers (by industries)
Business Owners of theMobile Phone Shops Jewelry Shops Supermarkets Beauty SaloonCosmetic CountersCar ShowroomsFurniture ShowroomsEmployee Service Agencies
Target Customers (by industries) (Cont.)
Business Owners of the Restaurants Bus and Coach Real Estate Agent Companies Travel and Tour Companies Retail Sales Shop Air Ticketing Companies Hotels Hospitals and Clinics
Conclusion
Potential of this Business
Why we decide to do this business
Mission, Vision
Strategy
Our Products and Target Customers
Check Lists for examples
Action Plan
Q & A