Expect More With Secret Shopping

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Most self storage owners or sales trainers teach their staff what to do during a rental inquiry. But what about the calls that may not fit the typical mold of a self storage renter? Today I was curious to see what would happen if I secret shopped a self storage facility and asked for the address only. So I set out on my own little experiment. 
One facility I called went like this:

The manager answered the phone (in a less than happy tone). She asked how she could help me and I asked what the store’s address was. She quickly spouted the street address. I asked her to repeat it and spell the street name.          
I thanked her and without another word, she hung up the phone. 

It could be that a caller with such a request simply wants to mail in a payment, but it could also be that a prospective renter wanted to know where the store was located so they could pay a visit. If it were the latter, then talking about the self storage unit on the phone would be a great way to gain some commitment and ensure the caller does come in for a site visit.
How would you want your staff to handle such a call? In our self storage call center, we’ve trained our reps to always ask, “Can I help you with storage?” or “Were you looking for a storage unit also?” This way no prospect is left hanging out there and going down their list to another storage facility.

Written by: Sarah Little, Total Quality Assurance Executive and business blog writer.

Thanks for visiting PhoneSmart, your offsite sales force call center in Columbia, Missouri.  This secret shopping blog explores the ins and outs of the mystery shopping and secret shopping industry.

Your local self storage unit provider in 3100 N Mannheim Franklin Park, IL. 60131

 

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.