August 20, 2024
Manyavar & Mohey are India’s own brand in ethnic wear and tradtional festive clothing. The objective of this activity was to check the selling skills and performance of the franchises for Manyavar outlets.
Manyavar achieves higher ROI through customerservice auditing for all the stores. Every customern checkpoint is trained and audited monthly to improve overall customer service index.
Manyavar & Mohey are India’s own brand in ethnic wear and traditional festive clothing.
The objective of this activity was to check the selling skills and performance of the franchises for Manyavar outlets.
The franchise staff was being audited on the lines of their selling skills and product knowledge.
The motive was to understand whether the staff is compatible enough to understand all customer queries and stand by the brand reputation.
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The approach adopted to successfully deliver the scope of work was as under .
Staff grooming, soft selling skills, product display and showroom ambience, along with the overall store management and sentimental analysis from customer side.
All the major norms set by the brand were checked during the audit process.
The challenges we faced were.
The project consisted visits at every store twice in every month, which made it difficult to manage the frequency and buffer in days between the two visit.
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In the first month, Certain stores the staff energy level and selling skills was a major problem and to address that the staff was given formal training on the outcomes of mystery audit reports.
The scores increased next month on the same parameters.
In the second month, More intense scenarios were created and staff situation handling skills were tested.
The stores were audited on a monthly basis on weekdays and weekends separately to understand approach on peak and non-peak hours.
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Through FloorWalks platform, the client could effectively track which branches have not followed process compliances, the branches that had integrity issues and the branches which had customer service issues.
Reports are segregated according to the cities, states & regions. They can further be drilled down to area wise reporting to reward area / city managers. The reports were also used to decide incentives for further members of the hierarchy.
All the reports are attached with audio / video proofs to further present a concrete plan on the compliance checks. These proofs were further used to incentivise / let off staff and management.
Mystery shopping being a continuous activity for any brand, the clients are given a chance to track audits real time and see which stores are auditing at what time & dates to further keep an eye on the store.
