Mystery Shopper Audits
Unlimited access to 59club’s on-line reporting and benchmarking tools: arrange your own mystery test team to analyse any particular staff members and key elements of your business at a time chosen by you within the following departments:
Includes a new member recorded enquiry call, sales appointment and follow up communication. Highlights staff's understanding of the process to extract key personal information from a prospective member in order to deliver a tailored promotion of your member services, facilities and key Unique Selling Points (USP’S), ultimately designed to inspire the prospect to want to join your club.
The feedback for both the recorded enquiry call and live visit appointment will highlight areas of staff and procedural strengths and weaknesses within your ‘potential new member’ enquiry procedures.
Analysis will identify staff understanding of the process to extract key personal information from a prospective member in order to deliver a ‘tailored promotion’ of your member services, facilities and – Unique Selling Points (USP’s), ultimately devised to inspire the prospective member to want to join.
The sales protocol that the criteria itself sets out will provide you and your staff with the best training and management tool to increase membership sales at your club. The system enables you to monitor staff performance as often as you like with the ability to make comparisons to the industry, your chosen competitors and the leading performing clubs.
Recorded enquiry call from a prospective member measures:
Live visit to the club by a prospective member – The ‘show round’:
Follow up procedures:
As with all products you can make comparisons to your chosen competitors, the industry average plus the best performing clubs and have the tools to omit any criteria that you feel is not relevant to your club.
A recorded tee time booking call plus a detailed analysis of the green-fee visitor experience both on and off the golf course.
Assess the experience afforded to a visiting golfer through the facilities & services offered incorporating all areas both on and off the course. Brake results down into staff upselling skills; attitude & process enabling you to scrutinise your sales & service etiquette.
Based on a golfer’s experience during a green fee visit, focusing on the venue’s ability to create a quality customer experience through their facilities and services offered. The detailed analysis incorporates all areas both on and off the course, from golf course and practice facility presentation to a detailed analysis of the food and beverage experience.
The results can be further broken down into Staff Sales, Attitude & Process along with General Facilities. This enables you to highlight any potential issues within your team and/or their standard procedures, likewise any operational issues you may have within the club promoting the necessary actions.
As per all 59club products, this facility allows for 'like for like' comparisons to your chosen competitors, the industry average plus the best performing clubs from an up-selling perspective.
Exclusive Profit Calculator
Analyse the upselling skills of your staff; an exclusive online calculator is built into the results highlighting additional revenue to be earnt based from all upselling opportunities afforded to front line staff.
The profit calculator allows you to enter the number of golfers playing in a month, reduce or increase the figure to reflect factors which effect the sale then multiply this number with the cost of the product and the service level delivered. The final £ answer can show you what potential levels of income your venue is missing out on. This “opportunity” is measured throughout the venue at all staff touch points where a sale could happen.
Evaluate how staff handle a recorded phone enquiry for a society or corporate golf day at your club.
Measure how a society / corporate group golf day enquiry is managed. Feedback includes all aspects of upselling, sales techniques, prospect research and highlights a venues ability to ‘chase and secure’ a booking from a tentative enquiry’.
Grade your staff’s ability to manage one of the most profitable customer contact points; a recorded phone enquiry for a society or corporate golf day at your club. The call is recorded to allow for play back, training and in depth analysis to take place. The detailed feedback analysis includes all aspects of up selling, sales techniques, overall research and more importantly, highlights a venue’s ability to ‘chase and secure’ a booking from a tentative enquiry.
The feedback analysis provides you with a very detailed independent report, highlighting areas of staff and procedural strengths and weaknesses enabling better monitoring and goal setting, ultimately improving your service levels.
All 59club products have the ability to make service level performance comparisons against your chosen competitors, other venues in your group, the best performing clubs, and the rest of the industry.
Analyse your staff's attitude, product knowledge and upselling skills during a mystery visit to the golf shop.
Measure your staff’s ability to approach and engage with a customer on arrival at the shop in an attempt to build a rapport, promote the merits of selected items whilst relating to the customer’s needs, all in an attempt to close the sale and upsell additional items.
All products allow you to omit questions that you feel do not apply to your individual venues and / or group set. The system also omits the same questions from your comparison statistics including my59 industry, leading venues plus your chosen competitors enabling you to compare your performance against like for like results.