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The Secret Shopper Files


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Popular episodes

Episode #10 - When the Phone RINGS...Ten WINNING Keys for the NEW Business Enquiry!

Dec 2 • 37:22

When we call secret shop agents, we are exposed regularly to everything that is done wrong. In this teaching episode of the Secret Shopper Files, we share the TEN THINGS to do that will win you the business, when the phone first rings. LEARN and IMPLEMENT these ten things Deniz Yusuf and Michael Sanz teach you and you will win the business when a prospective client makes c...

Episode #9 - TEN Worst Mistakes when taking the New Business Enquiry

Oct 28 • 38:28

Our secret shopper has made literally thousands of Secret Shopper Calls over Australia, New Zealand, the USA, and also in the UK, and we have come across a lot of what NOT TO DO when agencies take a new business enquiry. In this special VALUE episode, Michael Sanz and Deniz Yusuf reveal the TEN WORST MISTAKES Agencies make when taking new business enquiry with a prospectiv...

Episode#8 - The Hawaiian Files - When URGENCY goes on vacation

Sep 9 • 29:23

When you have a sense of URGENCY in your manner and tone, you SHOW your prospect that you’re keen and interested in them and their business. WITHOUT THIS, you turn-off your prospect away. NEVER have we experienced this MISSING with so many agents when we conducted a Secret Shopper report with ten agencies in Hawaii. If you want to know what NOT do...listen to this episode ...

Episode #7- The Sunshine Coast Files- When New Business Inquiry Conversation counts!

Aug 3 • 40:39

Ten agencies were ‘Secrets Shopped’ on the beautiful Sunshine Coast which is home to Australia Zoo and is based about 1-hour drive north of Brisbane in Queensland, Australia. Aside from a level of a ‘relaxed’ culture in dealing with a new business inquiry, our calls was very much a ‘conversation-based’ experience. Their points of difference were regretfully ineffective alo...

Episode #6- The Phoenix Files “Sorry...that’s not my job!”

Jul 3 • 01:11:01

Calling ten agencies in Phoenix Arizona (USA) we were confronted not only with poor and ineffective points of difference, but also the person taking the inquiry not taking responsibility for providing the information we needed. Furthermore, with so many fees not being charged and a packet of money left on the table, our Secret Shopper Files episode in Phoenix is quite an e...

Episode #5- the Wellington Files- ‘Please just take a look at the website’!

Jun 9 • 26:37

When we were commissioned to ‘secret shop’ TEN competitor agencies in Wellington NZ we were not prepared for what we experienced. In this podcast, you will find out what happened when ALL of the agencies we contacted really didn’t have any ‘care factor’ whatsoever when dealing with our new business enquiry! Most of them simply told us to ‘read our website’....

Episode #4- The Sydney Files- The STRUGGLE is real

May 5 • 26:11

In this episode, we called TEN agencies in Sydney where we found nearly all PM companies STRUGGLING to give any real and meaningful point of difference, and instead gave common ‘points’ that were of no real value at all!...

Episode #3- Top Secret: The Orlando Files

Feb 27 • 26:14

In our third episode, we go to the home of Disneyworld in Orlando Florida USA where we 'secret shopped' ten agencies there, some quite prominent....

Episode #2- (The Auckland Files) TEN Agencies: Staff Disconnect, ‘Too busy’ to GROW…Finding another $127,000 per year in fees

Nov 29 • 50:46

In our second episode of the Secret Shopper Files, this time we deliver a Strategic Market Report in Auckland, New Zealand....

Episode #1- (14 Agencies) THE BIG Holes, The 'Low-Balling' and the Surprises!

Nov 18 • 42:57

 In our first 'pilot' episode of 'The Secret Shopper Files' Michael Sanz discusses how his team 'secret-shopped' 14 agencies in Adelaide (South Australia)....

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