Description

Our Secret Shopper Programme opens the lid on a sales process that too many businesses leave to chance: the buyer’s journey. It helps companies assess up to 160 elements along their specific buyer’s journey, providing feedback and recommendations for improvements based on 300+ assessments completed globally by us.

Using a carefully constructed persona, the programme reveals how a buyer experiences a sales offer. Secret Shopper drills down into every relevant detail, including how calls, emails, and website visits are all perceived.

Together, we will turn your buyer’s journey inside out to reveal every relevant detail that affects your business such as discovery, closing the sale, web presence, response time, accessibility of support, offer efficacy, effective use of testimonials, identification of where customers are lost, and much more.

Findings

At Alinea Partners, we’ve analysed hundreds of sales journeys worldwide using the Secret Shopper Programme which measures service performance and brings the voice of the buyer to the sales strategy and process, reinforcing strengths in the buyer’s experience and providing actionable feedback from frontline operations, training needs, and sales opportunities.

Though each buying experience is unique and should be shopped objectively for relevant results, we’ve identified the following general improvement areas:

  • Dated technology
  • Wrong assumptions about buyers
  • Mismatched Solutions
  • Unclear sales strategies
  • Suboptimal consultative and technical selling skills
  • Awkward or overly expensive automation processes
  • Inadequate solution landing pages
  • Lack of proactivity

The program provides a wide array of benefits. It delivers objective, unique, and detailed feedback of where partners excel and of areas that need improvement, all from the buyer’s perspective.

Benefits

  • Benefit 1
  • Benefit 2
  • Benefit 3

SECRET SHOPPER PROGRAMME PROCESS

  • Onboard
    Alignment call and agenda
  • Shop
    Around four weeks
  • Land
    1,5-hour conference call
    Individualized customer journey map
    Customer experience index
    Full report
  • Certification
    Yearly gold/platinum certification
  • Concierge Service
    Improvement plans
    Sharing of best practices and techniques (proposition development, website content, mapping of the solution, mapping of key account management, proposal development)
    Access to benchmarks
  • This was a great project. And the Secret Shopper title is certainly correct. The person who handled most of the incoming communications from the Secret Shopper never noticed anything unusual!

    Emile Stam

    Marketing & Communication Manager — Open Line

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Fill in the form and contact us to find out how you can enroll in the Secret Shopper Programme to analyze your online presence and responsiveness, take your sales effectiveness up to the next level, and become even more profitable.

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