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

CLIENT: FE COSCOM LLC ( Ucell )

PERIOD: September - November 2016

PROJECT AIM: studying the behavior of employees of Ucell, Beeline, Multibrand dealer shops, in particular the following aspects:

-exterior of the office

-employees

-working with a client

-wWork with objections

-general competence of the employee

-farewell to the client

-final impression

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 and Multibrand (where they sell SIM-cards of different mobile operators). In total, 90 sale points of SIM-cards of mobile operators were visited during the project period. The visited dealer shops were located in four regions of the Republic of Uzbekistan.

The "mystery shopper" filled out the report on the visit of dealer shop according to a questionnaire individually developed for this Client. The visit report was in the form of filled in questionnaires covering the questions that meet the objectives of the study. Further, the project coordinator analyzed the results of all the visits of the "mystery shoppers" and prepared a comprehensive report on the results of checking the quality of customer service. The report contained rating of service of employees, graphs for comparing the quality of service at different dealer shops 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 the following:

-making a legend for visiting the dealer shops;

-finalization of questionnaires (questionnaires included questions that correspond to the task of the study);

-selection of Mystery Shoppers.