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From the list: Secret Shops

✔ Whole Body Solutions

Ivonne A. added this on Jun 28, 2022
Completed Jul 15, 2022 by Ivonne A.

Assigned to: Elizabeth R.
Notes: Elizabeth can you please secret shop: https://wholebodyboston.com/emsculpt-neo/

wait three days to see how many times they call. ignore all phone calls.

then respond via text "how much does it cost?" to see if they reply via text to your question.

Have we secret shopped them before?

Thank you!

Comments & Events

Elizabeth Ruffa

Ivonne

- yes we did secret shop them with high level back on 2/8/22. I will use a different name and different high level number for this secret shop. The one back in February is on the list for Sydney to delete.

thank u!

Jun 28, 2022 at 7:50 PM Notified 1 person

Ivonne Ackerman

Elizabeth

how are we doing with this shop?

Began txting 2d

Jul 12, 2022 at 7:41 PM Notified 1 person

Elizabeth Ruffa

Ivonne

I want to show you the text interaction (there was really none) but notice how they called me "Elizabeth" when the lead was put in as Rebecca..... I did also make the recorded call today so I'm typing everything up now to submit but wanted to show you this first

Screen Shot 2022-07-14 at 4.42.35 PM.png 150 KB • Download

Screen Shot 2022-07-14 at 4.42.44 PM.png 142 KB • Download

Screen Shot 2022-07-14 at 4.42.57 PM.png 150 KB • Download

aaughhhhhh

Jul 14, 2022 at 8:44 PM Notified 1 person

Ivonne Ackerman

Elizabeth

thank you for this. I'm sending it to Isaac.

👍🏼

Jul 14, 2022 at 9:17 PM Notified 1 person

Elizabeth Ruffa

Ivonne

here is the secret shop report and email draft. Please let me know if you need anything else 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 Emsculpt Neo.

Here is the recorded call: https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE54234a932ea98d43e2508881f3f3e688

We did not receive any phone calls from you. 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. We would love to set up a plan for you to be contacting 3x by phone and text in the first week. You also only sent us 2 texts and did not engage in text interaction when we replied to one of your texts.

The salesperson that answered our call was friendly and knowledgeable however she could have built a little more excitement around the spa, treatment and staff. She also did not answer pricing questions in a recommended way or request the callers contact information.

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