Content of the page:
Mystery Check Examples:
Qualification of Personnel and professional competence
Competitive advantage through professional competence...
Customers can get extensive information on the internet (forums, product
testing portals, etc.) prior to purchasing a product. However, often
the vast amount of information is confusing or even contradictory, if
not entirely obsolete. Many times it is not even any longer possible
for the individual to be informed about everything.
Only those who can convince customers of the products on sale through
professional competence will be able to increase their sales and win
new customers in the long run.
Mystery Check 1: Specialized electric supply store
A customer enters the store showing his interest in a 46” flat-screen
plasma TV set and asks the salesperson about its characteristics.
The salesperson enumerates some important characteristics and impatiently
waits for additional questions.
Optimized service process:
The salesperson lists some important characteristics, and politely
asks where this TV set is going to be placed, and why the customer
specifically wants a plasma TV set.
The customer mentions that this TV set is to be used in a sports
bar to broadcast sports events. He found information on the internet,
stating that plasma TV sets are far better suited with regard to high-frame
sequences, have a better resolution, and also provide an ideal viewing
quality, even when viewed from the side.
The salesperson informs the customer that nowadays LCD TV sets are
on the market which are superior to plasma TV sets regarding the abovementioned
characteristics and are also more environmentally friendly.
He shows the customer an LCD model with 200 Hz screen refresh frequency
and exceptionally low energy consumption, even in standby mode. He
plays a demo DVD featuring a car race to let the customer himself
evaluate the viewing quality, even during fast scenes and from a very
After hearing about additional important characteristics given by
the salesperson, that the customer hadn’t even thought of before,
he is enthusiastic and ultimately decides to purchase the more expensive
LCD model sporting state of the art technology.
Mystery Check 2: Pharmacy
A customer enters a pharmacy and buys medication for cardiac arrhythmia.
The pharmacist hands over the medication without further remarks.
Optimized service process:
The pharmacist asks whether the customer is consuming other medication
or suffering from any ailments or allergies. When the customer negates
this, the pharmacist points out that the medication is under no circumstances
to be taken in combination with fruit juices – especially grapefruit
juice – as its ingredients can enhance the effects of the drug and
even result in circulatory collapse. Furthermore the pharmacist indicates
to the customer that reaction times may be impaired, for instance
when driving, and especially in combination with alcohol consumption.
The customer appreciates this information very much, which he was
previously unaware of, and is delighted to have found a pharmacy of
his trust, to which he will gladly return when buying medication in