Began Shop Today :) 

Hi whitney.zelig@gmail.com - here is the secret shop report and email draft for Docere. Please let me know if you need anything more from me on this one. 

EMAIL DRAFT:
Hi Team,

You’ve been secret-shopped!

We input a lead, commenced text engagement & called the front desk about Coolsculpting.

Here is the recorded call:

https://drive.google.com/file/d/1VItnPHDwXDsuzhcq-6S7aZIHLnIqH2la/view?usp=share_link 

Unfortunately, we only received one phone call from you. Contacting a lead with a direct phone call is the best way to ensure that the lead is converted into a potential patient. We would love to help set up a plan for you to be contacting leads 3x in the first week. 

We received 3 texts from you and text engagement followed our recommended protocol. Great job!

 

However, the phone call could use a lot of work. The salesperson that answered our call was professional but not knowledgeable about Coolsculpting. She could not answer most of our questions and instead put the call on hold to try and get the answer. When she was unable to answer pricing questions she transferred the call to a Coolsculpting tech. The tech was knowledgeable about the treatment but still did not answer pricing questions in a recommended way. 

It is vital that anyone that answers the phone in your office knows all about the treatments you offer. If they have to rely on a third party, it requires them to put the caller on hold (which is not the ideal experience) or cause the need to transfer the call to a technician, such as in this situation. This is not only not the ideal experience, but will definitely cause the caller to look elsewhere for the service. 

We highly recommend that you schedule a Front Desk Training so we can review strategic ways to answer pricing questions. It will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

SECRET SHOPPER Report - Docere .pdf 109 KB • Download