Hi Vania , here is the secret shop 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/ON5QWsMOrIve92Y80Bl6 

We only received 1 phone call from you. We would love to set up a process 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 front desk was unable to answer any CoolSculpting questions, so she transferred the call to the esthetician. She was able to answer all of our questions except pricing. When asked about pricing the call was transferred back to the front desk who then gave us a price range of $2800-$5600. *Please note: during text engagement we were informed that cycles start at $600.

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 - Renovo MD.pdf 107 KB • Download