Our client is from the insurance sector and was interested in the analysis of sales talks on site. Classic Mystery Shopping was quickly dropped as laymen are too conspicuous and the corporate culture did not match the exam or school situation of classic Mystery Shopping.
In the Sales Advice approach, qualified sales coaches instead of Mystery Shoppers were trained and sent to the site. Those coaches used normal customer talk, before lifting their figurative masks and providing feedback directly to the sales person. This also meant that the sales person had the chance to directly ask.
The Sales Advice is more of a personnel development measure than market research, it complements trainings and delivers results like a Mystery approach. Additionally, it isappreciated by the inspected individuals as they feel equal and valued.