Pacific Research Group > Our Services

Digital Phone Shops

For many businesses, as much as, 70% of sales can be attributed to phone contacts. Therefore, providing consistent and professional phone presentations is of utmost importance. Pacific Research Group specializes in assisting business develop the best procedures for handling customer phone calls and improve the quality and consistency of their phone presentations. These improvements will distinguish your company from the competition and bring more customers to your business.

The PRG Mystery Shopper Program's uses expertly trained Phone Coaches, posing as “real-life” customers, to shop your locations and evaluate the performance of your customer service associates in four very important areas:

  • Script performance
  • Closing techniques
  • Salesmanship
  • Overall professionalism
  • Hold techniques

We also:

  • Insure opening prices are properly quoted
  • Proper hold techniques are used
  • Summary information is compiled and reported to the appropriate management personnel. These reports provide management with the information necessary to determine opportunities for improvement and to recognize and reward superior performance.
  • Live Phone Coaching

PRG can also provide your company with live phone coaching. How does this process work? Once the phone mystery shop is complete, the PRG phone coach re-calls the associate and reviews a digital recording of their phone presentation. Instantly your associates are trained if shortcomings are discovered and congratulated when expectations are met. Over the years, we have found that the Phone Coaching program is one of the most powerful ways to create awareness and increase performance.

We guarantee it!



   |  Pacific Research Group   |  120 Tustin Ave. Suite C, Newport Beach, CA 92663    |    800 755-8055   |  Contact Us  |


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