Mystery Shopper: Saracen Superstore

The four staff at Saracen Superstore in Kent pride themselves on offering a personal service to their loyal customer base. Over 20 years old, the store is situated in the village of Speldhurst with customers from the local farms and rural countryside. On visiting the store, the OvertheCounter Mystery Shopper was delighted with the level of service received when he visited the store. “The staff were really friendly and took the time to explain that they also sell flea products to complement the wormers which I was looking at for my cat” he said.

The Mystery Shopper also viewed the interaction the staff had with each other as well as their customers: “You could tell some customers had been coming for years, the counter staff seemed to know everything about the customer they were talking to as well as the animal in question! It was refreshing to see that level of understanding between staff and customer.”

The store is well laid out by species with products often displayed in their point of sale units. In addition, the walls of the compact country store display banners of the different brands available to purchase, assisting both new and existing customers alike. On the shelves are also literature and books relating to both companion animals and horses. Manufacturer product literature is also clearly displayed near the counter for customers to take away.

With two SQPs who have just sat their AMTRA conversion exam working full time in the store, customers can be confident that they will receive professional advice and polished service during every visit. “I was impressed at their level of knowledge on different pet food products available for all different ages of pets and their desire to please the customer. No wonder they have a loyal customer base,” said the Mystery Shopper.