Home builders, developers, housing

We have worked extensively with a variety of developers and property consultancy firms who act on behalf of developers. This is particularly rewarding work and our positive approach has always been well received by managers and sales consultants alike.

This type of work carries its' own challenges and not least of these is hitting the staff rota right in order to capture the correct individual. We are also always careful to profile our shoppers correctly as we are aware of the market dynamics at play and recognise the need for our shopper to come over as a serious prospect.

The new home sector can make good use of recorded telephone mystery shopping, written mystery shopping and video. We have also conducted exercises that involve all three of these elements whereby the shopper telephones to request a brochure, calls again to ask a question and then finally makes a visit to the site to meet the sales consultant they have spoken to on the telephone.

In this way, all aspects of the service can be assessed including:

• Answering the telephone
• Sending out literature
• Dealing with enquiries
• Road signage to site
• The marketing suite
• Managing the tour
• Selling skills
• Follow up

Our on-line reporting system allows fast distribution and analysis of results. We are also able to provide supporting/tracking information that allows your staff to see at a glance:

• their performance
• how this compares to regional/company performance
• how they have performed over time
• where they have gained or lost points (key questions)
• what actions need to be taken to address problem areas

This comprehensive approach leads to a self maintaining system that builds on the staff's naturally competitive spirit, encourages them to improve and gives them the tools to do so.