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From the list: Secret Shops

✔ La Bella

Elizabeth R. added this on Jan 31, 2022
Completed Mar 22, 2022 by Sydney M.

Assigned to: Sydney M.
Notes: Hi Vania here is the secret shop report and email draft. Please let me know if you need anything else from me.

EMAIL DRAFT:
Hi Team,

You've been secret shopped! Attached is the full report.

We inputted a lead & called the front desk inquiring about CoolSculpting.
Here is the call recording: https://watch.screencastify.com/v/SofRSq3PO8XakFDPPkfH

We only received 1 phone call and 1 text from you. We would love to set up a plan for you to be contacting leads 3x in the first week to maximize your ability to convert leads into consults.

During our recorded call the person that answered the phone was friendly however some of her answers to the caller were vague. She was knowledgeable but did not answer the questions in a recommended way.

We highly recommend that you schedule a Front Desk Training so we can review strategic ways to answer 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 - La Bella Laser & Slimming.pdf 105 KB • Download

Comments & Events

Elizabeth Ruffa

Vania

,
I listened to this secret shop and I hear that clanking noise....Not sure what it is but sounds terrible! Do you want me to redo this one? Thanks!

Feb 24, 2022 at 4:59 AM Notified 1 person

Sydney Metz, Client Success Manager

Hey

Elizabeth

, just spoke with

Vania

and yes, we would greatly appreciate a re-do on this one. Thank you so much! :)

Feb 24, 2022 at 4:16 PM Notified 2 people

Sydney Metz, Client Success Manager

Vania also wanted me to remind you to use a different "identity" on this call.

Will do

Feb 24, 2022 at 4:18 PM Notified 2 people

Elizabeth Ruffa

Sydney

Vania

I resubmitted this lead today with new identity. Thanks

Feb 24, 2022 at 8:10 PM Notified 2 people

Sydney Metz, Client Success Manager

Elizabeth

Just checking in. Any update on this one?

Completed😊

Mar 21, 2022 at 6:18 PM Notified 2 people

Elizabeth Ruffa

Sydney

Vania

Here is the secret shop report and email draft. Please note: the first call I made I was put on hold for 8 minutes until I hung up and called back. When I told the salesperson I was on hold for 8 minutes she told me I must have been forgotten about. Let me know if there is anything else you need from me. Thanks

EMAIL DRAFT:
Hi Team,

You've been secret shopped! Attached is the full report.

We inputted a lead & called the front desk inquiring about Coolsculpting.

Here is the recorded call: https://docs.google.com/document/d/19k6OTOfc5a99QZGUuJ2WHn0Zyejvj8g6VwleBfj6_zs/edit?usp=sharing

You contacted us 3x by phone and 2x by text after we input a lead. This is great! Contacting a lead with a direct phone call is by far the best way to ensure that the lead is converted into a potential client.

When we placed the recorded call we were placed on hold for 8 minutes until the caller hung up and called back. The salesperson that answered our 2nd call told us that we must have been forgotten about. She was friendly but she could have built a little more excitement around the spa and treatment. She also did not answer all of our questions in a recommended way.

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

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