Horatio's Hardware Stores recognizes sales associates who provide excellent customer service by rewarding them with a "Hero Award," which is displayed in the store where the sales associate is employed.To measure a sales associate's service performance,which type of research should Horatio's Hardware Stores use?
A) Complaint solicitation
B) Critical incidents studies
C) Relationship surveys
D) Mystery shopping
E) Lost customer research

Question

Quizplus · Accepted Answer

Mystery shopping is a type of research that involves sending undercover shoppers to evaluate the customer service performance of sales associates. This type of research can be used to measure a sales associate's service performance by observing their interactions with customers and evaluating their overall customer service skills.

Horatio's Hardware Stores Recognizes Sales Associates Who Provide Excellent Customer