Elizabeth please do recorded call first. Please get ahold of someone named Mary (if someone else answers, say "I called your other location, and they told me that Mary could answer my questions since they are very specific."

Please call the SAKS 5th Avenue location in NYC on Monday, Tuesday, or Wednesday. We want to make sure you get Mary on the phone. 

Ask about the new EON treatment. 

Thanks!

Hi Ivonne  FYI: I just placed a call and Mary had stepped out so she is supposed to be calling me back.. I'm just going to wait a little while and give her a call back today.

Hi Ivonne - here is the recorded call report with Mary. Do you want me to do an email draft for just this report or just wait till I do the final report and put it all together? 

RECORDED CALL - SECRET SHOPPER - SKINNEY.pdf 95.2 KB • Download

Elizabeth  thank u! When will you complete it?

Hi Ivonne here is the secret shop report and email draft. Please let me know if you need anything more from me on this one. Thanks!

EMAIL DRAFT:
Hi Team,

 

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

 

We input a lead, commenced with text engagement & called the front desk inquiring about the EON Laser treatment.  

 

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE19e5f6071ef05e7085082222b61bdb27 

 

We received 3 phone calls and 3 texts from you after we input the lead. This is great! 

The text message interaction could have built more excitement around the procedure and led the conversation in a more personable manner. It establishes the feeling that the spa is welcoming and the treatment will be enjoyable. 

 

The salesperson that answered our call was friendly and knowledgeable. She built a connection and answered pricing questions in a recommended way. Great job! There could have been a little more excitement built around the spa & staff. 

 

We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

Ivonne  -updated

Elizabeth thank you! Please see my notes so you can hold this on for future shops. I loved how you paid attention to the text messages and how they could have been more personal and engaged. Also, you now sound like a pro on the phone! I changed the shop a little because I think she could have answered the phone a little more friendly. You were leading the call most of the time. You can close this task when you save my notes below. Thank you!

Hi Team,

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

 

We input a lead, commenced with text engagement & called the front desk inquiring about the EON Laser treatment.  

 

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE19e5f6071ef05e7085082222b61bdb27 

 

We received 3 phone calls and 3 texts from you after we input the lead. This is great! 

We asked questions via text, and although they were answered, the text message interaction could have built more excitement around the procedure. We recommend leading the conversation in a more personable way. It establishes the feeling that the spa is welcoming and the treatment will be enjoyable.  

 

The salesperson that answered our call was friendly and knowledgeable. She built a connection and answered pricing questions in a recommended way. Great job! There could have been a little more excitement built around the spa, treatment & staff. She also could have been a little more friendly when she answered the call. 

 

We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

Got it saved! Thanks Ivonne