Telephone Technique
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Our mystery shoppers will call you two times during
the 6 month period. Each call will take the form of
a sales enquiry. The mystery shopper will mark the
calls according the criteria listed below, though not necessarily in this exact order.
1) Answered promptly (within 5 rings) 10 points
2) Asked for customer’s name 10 points
3) Gave their own name 10 points
4) Took vehicle details
(make, model, year, tyre size etc.) 10 points
5) Offered option of a Bridgestone, Firestone,
Dayton or First Stop product 10 points
6) Offered appointment 20 points
7) Cemented arrangement
(asked the customer for a call back if they
couldn’t keep the appointment). 20 points
8) Enthusiasm/helpfulness of staff 10 points
TOTAL 100 points
1) Checked all 5 tyres including the spare? 15 points
2) Used a tyre inspection report? 15 points
3) Used a tread depth gauge? 15 points
4) Explained the term “usable tread”? 15 points
(e.g. Tread depth of 3mm would leave
1.4mm of usable tread)
5) Fault on the vehicle identified? 15 points
6) Was the sale asked for? 15 points
7) Enthusiasm/helpfulness of staff 10 points
TOTAL 100 points
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