Prepared by Naing Win Aung

Myanmar Mystery Shopping Service

Purpose of this presentation

To discuss with our business partners about this business.

OutlinesOverview of Mystery Shopping Business

Why We decide to do this business

Mission, Vision

Strategy

Our Products and Target Customers

Check Lists

Action Plan

Conclusion

Q & A

Overview of Mystery Shopping Business

Mystery Shopping is a process of evaluation,

measurement and reporting of customer service standards

by the use of secret agents acting as customers.

It is the fastest and most effective method for business

owners to assess the service levels of their staff.

Overview of Mystery Shopping Business (Cont.)

Our mystery shoppers can provide assessments from the

point of view of the customer.

Sectors include: Every business in service industries such

as shopping centre, beauty saloon, hotel, clinic, bar and

restaurant.

Why we decide to do this business?

In Myanmar, current performance level of most service

organizations are limited, since

Service staff do not take enough care of their customers.

They do not deal politely with their customers.

Customers are supposed to be waiting for a long time to

get the product which they ordered.

Most of the shops are not clean enough for their

customers.

Why We decide to do this business (Cont.)Many companies use customer feedback forms to keep

them in touch with their customers' views but these can be

unreliable - as few as one dissatisfied customer in 10

bothers to complain.

Business owners and management members should know

their service level to maintain their success.

This business is one of the business types which no one is

doing.

Our Mission

To develop Myanmar service industry to reach

the level of international standard.

Our Vision

To become the reliable and successful

Mystery Shopping Service Provider Company.

Things to Discuss with Partners

General Discussion about Mystery Shopping Business

To Choose Business Name Initial Investment Future Investment Share % between the Partners Target Industries Check Lists for Target Industries Organization Structure Job Level & Salary Range Duty & Responsibility Manpower Marketing Plan

Operating Plan Our Services Pricing by Service Package Reporting System Office Address Office Equipment Calculate B.E.P Sales Forecast/ Sales Target Target Profit Dividend Policy Starting Date Vision Next Meeting Date

Strategy

To educate the potential customers about mystery

shopping and persuade them to hire us.

Make effective marketing and advertising such as

using billboards, pamphlets, media and so on.,,

Train our staffs* to be skillful mystery shoppers

Competitive and Reasonable Price

Customer Satisfaction

Strategy (Cont.)

• To write Standard Operating Procedures (SOP).

• Various types of assessment formats for different

industries.

• Prepare for consistency

• Prepare to work if we have a big success in short

period

Our Products (Services)

Visit and assess physically

Assess by telephone

Order goods for delivery and assess from home

and then,

Report to the business owners of our client

companies..

Our Products and Services (Cont.)

We provide periodic reports and statistics to enable

you to track customer service performance.

We monitor your customer service by visiting selected

outlets at an approved frequency.

We help you to look at your business through the eyes

of your customers.

Our Products and Services (Cont.)

We help you ensure all your outlets are giving a

consistent level of customer service.

We help you spot any employees who may be driving

your customers away.

We check the service provided by each branch against

your customer service standards.

Target Customers (by industries)

Business Owners of theMobile Phone Shops Jewelry Shops Supermarkets Beauty SaloonCosmetic CountersCar ShowroomsFurniture ShowroomsEmployee Service Agencies

Target Customers (by industries) (Cont.)

Business Owners of the Restaurants Bus and Coach Real Estate Agent Companies Travel and Tour Companies Retail Sales Shop Air Ticketing Companies Hotels Hospitals and Clinics

Conclusion

Potential of this Business

Why we decide to do this business

Mission, Vision

Strategy

Our Products and Target Customers

Check Lists for examples

Action Plan

Q & A