Is it easy to sell a car? Any salesperson will probably tell you it's not that simple. But what about an electric car? Not all customers understand the difference between an electric car and a hybrid, or its advantages over a combustion engine. We forgive customers for their lack of knowledge. But what if the salesperson lacks knowledge? If they can't clearly answer questions […]
Today's post is the final commentary from The Smiling Report. We've already shown where employees are most likely to greet customers and smile during service. We've also outlined some of the differences in upselling, meaning where it's most often offered to customers. How does this differ across industries? It turns out that upselling is most often offered to customers in financial institutions – […]
In our previous post, we showed the differences in upselling between employees across continents. Today, we're looking at the differences between countries. The clear leaders here are the American countries: El Salvador (88%), Honduras (97%), Guatemala (89%), and Colombia (85%) – the only countries with a value exceeding 80%. In Europe, upselling is most frequently offered in Austria (80%), Russia (79%) […]
In previous installments, we've highlighted differences in how often employees greet and smile at customers. Today, we're launching the final installment of The Smiling Report articles, exploring where and how often employees take the initiative to upsell. Customer experience varies here, too. Upsell—encouraging customers to buy—also […]
We now know how often employees smile at customers, depending on the continent and country. This post is the last in a series on the topic of smiling, and in it, we present variations not only geographically, but also by industry – answering the question of which industry employees smile most often and least often. It turns out that the most […]
Cultural differences are much discussed in various contexts. They're easy to spot both in one's own country and, especially, when traveling abroad. One such difference is the way people serve and approach customers. These are the subject of The Smiling Report, a project that has been collecting […]
Mystery shopping is one of the most commonly used methods for measuring service quality. What are the reasons for the widespread use of this approach to quality research? Its advantages undoubtedly contribute to its popularity. Today, we will discuss the 5 most important benefits of Mystery Shopper research. Mystery Shopper is an excellent diagnostic tool for operational standards. A key element with a significant impact on customer satisfaction […]
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