Quality Control of Provided Services by Mystery Shopping Method

Personal selling is the interpersonal process characterized by direct interaction between seller and customer. Its main objective is to persuade the customer to buy the product and achieve his satisfaction. This process is really pretentious on the professionalism of staff and the level of their expert knowledge and skills. Assessing the level of the customer service in a discreet and professional way is allowed by Mystery Shopping Method. The aim of the study was to review the level of the quality of provided services through mystery shopping method, with a focus on personal selling of the three largest telecommunications services providers on the Slovak market, in the regions of Zvolen and Banská Bystrica. The research was carried out in selected stores within two phases – time before Christmas and ordinary day. The conclusion provides information about achieved results, and at the same time, makes recommendations for personal contact with the customer, addressed to service providers in general.