Mystery Shop

The greatest opportunity today is the improvement of sales skills and consistent follow-up by salespeople. You can dramatically increase sales and occupancy with the Hamlyn Mystery Shop Program – a powerful cost-effective tool that measures and sharpens your sales team’s interactions with prospects to drive more move-ins to your community.


Real-World Results Pinpoint Needs

Posing as prospects, our seasoned senior-industry professionals inquire about your community through your web page, by phone and in person. You’ll receive a detailed, strategic report on how each salesperson is doing and where specific training can dramatically improve sales performance.

Using a timeline to track all correspondence (online, telephone, face-to-face) between your community and the mystery shopper, Hamlyn evaluates the:

Web Page

  • Ease in locating the community using search engines
  • Rates the ease or difficulty in finding key elements of the website
  • Ability to request information online and receive the information electronically

Telephone Experience

  • Answering style and information contained in the greeting
  • Length of time for a sales representative to get back to reply to your voice message
  • Description of the sales representative’s sales technique including discovery, incentives, and next actions

Sales Person Face-to-Face

  • Discovery questions asked and handling objections
  • Presentation and tour tailored to needs
  • Concepts explained (entrance fee, monthly fee, value of community, etc.)
  • Closing attempts, incentive discussion and follow-up


  • Length of time to receive
  • Quality, information provided
  • Form letter and/or personal note
  • Length of time to receive follow-up call after brochure

What We Have Found:

Send requested information within 5 days?

  • 30% took 12+ days

Follow up within 5 days after information is sent?

  • 73% failed to follow up within 12 days

Return voice mail messages?

  • 22% not returned within 7 days

*Findings from Hamlyn’s research of 55 continuing care retirement communities in Pennsylvania

Download Our Information Sheet (PDF)