PROJECT TITLE: Studying the behavior of employees of dealerships using the "Mystery Shopper" method (300 points)

CUSTOMER: FE COSCOM LLC (Ucell)

PERIOD: July 2017

PROJECT OBJECTIVE: to study the behavior of employees of Ucell, Beeline, Uzmobile, UMS, Multibrand dealerships.

Studying the following aspects:

• Interior exterior;

• Salon interior;

• Operators/Consultants;

• Work with the client;

• Checking the knowledge of the Consultant/Operator;

• Cost and payment;

• Work with objections;

• Farewell to the client.

DESCRIPTION OF ACTUALLY PROVIDED SERVICES IN THE PROJECT

To implement this project, the company's employees (mystery buyers) under the guise of potential subscribers visited the dealerships of Ucell, Beeline, Uzmobile, UMS and Multibrand, which are located in 13 regions of the Republic of Uzbekistan and the city of Tashkent. The visits of the "Mystery Shoppers" were distributed as follows:

Ucell - 49 visits; Beeline - 49 visits; Uzmobile - 15 visits; UMS - 15 visits; Multibrand - 172 visits. The "mystery shopper" according to the scheme individually developed for this Customer, filled out the report on the visit. The report was in the form of completed questionnaires, including questions that correspond to the task of the study. Further, the project curator analyzed the results of all the visits of the "mystery shoppers" and prepared a generalized report on the results of checking the quality of customer service. The report contained scores for the work of the customer company's employees, graphs for comparing the quality of service at different dealerships or sales offices of the company, and the dynamics of service quality. The report also contained specific recommendations for improving the quality of customer service.

The tasks of Al Mar Consulting also included: drawing up a legend, compiling questionnaires (Questionnaires or questionnaires included questions that correspond to the task of the study); selection of mystery shoppers.