We make the unthinkable happen
Evaluating Sales & Service Skills to Unlock Areas for Improvement.
Mystery Shoppers Assess Sales Experience from Customer’s Viewpoint.
T-ROC Uncovers Consumer Insights for Mattress Warehouse.
THE CLIENT
Mattress Warehouse is the No. 1 independently-owned American retailer with more than 300 stores throughout the Mid-Atlantic region. Serving customers for more than 30 years, each store carries mattress models from top brands, plus a wide range of pillows, sheets, and protectors.
THE REQUEST
Mattress Warehouse selected The Consumer Insight, a division of T-ROC, to conduct sales inquiry assessments at over 300 Mattress Warehouse retail stores (including training stores) as well as 40 competitive evaluations at other local mattress stores to compare results. The goal was to assess and rate the store associates interactions and sales process.
T-ROC measured 8 touch points impacting customer experience outcomes, including meet & greet, selecting the right mattress, and client-prioritized closing and persuasiveness behaviors.
The assessment format used a modified
5-point Likert scale, a rating system that allows respondents to express a range of opinions with five response options. T-ROC has conducted the sales inquiry assessments for Mattress Warehouse over multiple years.
THE RESULTS
competitive shops
T-ROC provided year over-year comparisons of the 8 areas of assessments, with quantifiable, measurable data highlighting areas of excellence as well as areas for opportunities for improvement.
A detailed executive summary included company wide data, district and storelevel business intelligence, trend analysis, and a ranking of top 100 stores.
The report also included detailed written comments from each of the mystery shoppers, noting whether they greeted the customer, asked about their needs, suggested BedMatch, mentioned financing and delivery and other key sales and service behaviors.
The Consumer Insight, a division of T-ROC, measures key consumer metrics to provide uncommon insight into the state of the business. We gather and analyze detail consumer metrics through mystery shopping, competitive intelligence, customer surveys and compliance audits.
Numbers don’t lie and these prove we deliver some pretty impressive ROI to Mattress Warehouse. Wonder what the next decade will bring?
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