To check out how well Harvey Norman sales staff were evangelising Microsoft products as a result of training The Spaceship had previously delivered.
We took great pleasure in creating mystery shopper personalities – a harassed Mum, a too-cool uni student, a finance-type – to put floor staff to the test with a rapid-fire interrogation and objections to boot. We created a program called The Rich List, and Harvey Norman staff showed off their knowledge, competing for a spot at the top.
After 905 visits to 153 stores, winners were grinners with instant rewards being handed out in-store upon the big reveal. By conducting the shops in a series of blocks we were able to measure improvements and success in plenty of detail. Starting at a base of 48%, by the end 75% of winners were showing off the desired product knowledge. Reckon a few peeps who came out on top might have been pushing the boss for a promotion when all was said and done.