Work tools associates: Who is the mystery shopper?

Porcelanosa associate store image:

Maintaining a welcoming and orderly atmosphere in the store is one of the tasks showroom staff should work on every day. But, who is the mystery shopper?

First, here are some tips about keeping things tidy and well-organised, window displays and store lighting:

The mystery shopper

Every year Porcelanosa will carry out at least one mystery shopper test in stores to assess the standard of customer service and check that the high quality standards required by Porcelanosa are being maintained in each and every one of its stores.

The store visit is carried out by an external company which will check more than 70 points relating to the corporate identity of our stores.

Is the store presented perfectly and properly organised?

All details OF THE STORE will be looked at by the mystery shopper:

• Are the sales staff’s work stations clean and free of any untidy personal effects?
• Is the store free of obstacles? Are the floors and windows clean, without any marks or mess?
• Are all products in the room schemes clearly labelled?
• If background music is playing, is it appropriate?
• Are the store surroundings (car park, pavements, façade, exterior store lighting) clean and well-maintained?
• Are the signs in good condition and illuminated at night?
• Are all the posters in the store up to date?
• Do the staff have the right image, aligned with the brand?

The sales process itself will also be examined to ensure our customers are receiving excellent customer service. The mystery shopper will carry out an exhaustive analysis of the entire sales process, from welcome to closing the sale, with the intention of finding areas of improvement in terms of service quality.

The mystery shopper’s inspection is hugely important. If the inspection is unsuccessful, further inspections will be carried out until the store passes all areas. 

Thanks to this tool, Porcelanosa Associates can monitor its retailers to ensure they are perfectly prepared for providing customers with an excellent service.