PROJECT TITLE: Marketing research “Studying the behavior of employees of dealer shops by the Mystery shopping method (300 dealer shops)”

CLIENT: FE COSCOM LLC (Ucell)

PERIOD: October 2017

PROJECT AIM: studying the behavior of employees of dealer shops (Ucell, Beeline, Uzmobile, UMS, Multibrand). Comparison of the results.

Learning 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:

When implementing a study, the company's employees (mystery shoppers) like potential subscribers visited the dealer shops of Ucell, Beeline, Uzmobile, UMS and Multibrand, which are located in 13 regions of the Republic of Uzbekistan and Tashkent city. The specific feature of sampling the dealer shops is to select the dealer shops which were not checked in previous visits of the Mystery Shoppers. To visit dealer shops, Mystery Shoppers were rotated for visits of different regions of the country. GPS location of the dealer shops in the regions was given to each Mystery Shopper. To evaluate dealer shops, each mystery shopper developed a legend and a plan of questions for data collection. The client did not have information about the exact date of the visits of the Mystery Shoppers. After visiting the dealer shops, the Mystery Shopper filled out a questionnaire on a tablet via special software. The collected data were exported to the company's server immediately after visiting the dealer shop. The summary data was analyzed and performed during the presentation to the client at the republican internal meeting, where representatives of the client's regional sales offices were also present. The report also included specific recommendations for improving the quality of customer service in dealer shops.