Finding The Right Secret Shopping Company
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Hiring a secret shopping company can be extremely beneficial to many different businesses. Storage facilities, health clubs, and retirement homes are just a few examples of businesses that are very reliant on the telephone in order to be successful. A secret shopping company can assist owners, managers, and customer service reps, to determine what is working properly as far as telephone etiquette and sales are concerned. A secret shopping company can also help determine what the areas are that might need improvement. A problem can be with a particular employee, or it might be with company policy. A secret shopping company can help establish new guidelines.
The first impression that a potential customer gets over the telephone can make all of the difference in the world. Even though the initial conversation will be fairly brief, a lot can be accomplished in that short period of time. The attitude of the person answering the telephone can make or break a sale. These things can all be examined when it is a secret shopping company that makes the call.
People needing to get a storage unit are usually at a crossroads in their life. They are getting divorced or moving across the country or getting deployed by the military. Their life is full of uncertainty. If they call a self storage facility and the employee sounds completely confused and incompetent, then the customer knows there are other facilities in the area. Listening to the actual call and reviewing the evaluation from the secret shopping company can help management address this issue. Maybe this employee just needs some extra training to help them feel a little more confident on the telephone.
A person might call a health spa trying to lose weight, or maybe their doctor might have told them they needed to start an exercise regiment. Either way, the caller is probably very timid and hesitant. This would explain why the customer called on the phone instead of physically going to the facility and enjoying the customary free work out. If the employee on the telephone is very gruff and standoffish then the potential customer will probably decide to workout at home, or maybe start that program next year. A secret shopping company can help the gym manager realize maybe this particular employee is better in the training room than on the telephone.
Most people calling a retirement home for information are very distraught and upset. They are considering the fact that they may no longer be able to care for a loved one at home, and that it may be time to consider a senior living facility. However, if the person answering the phone appears to be preoccupied, or to busy to be bothered, the caller will be put off. They will think that this facility is understaffed, or even worse, uncaring. The odd thing is that the retirement home employee may not even realize they sounded indifferent. It may be the policy of the facility for the person answering the phone to also perform several different tasks at the same time. After actually receiving feedback from the secret shopping company, the retirement home may be able to change their guidelines. With the help of the advice from the secret shopping company the facility might establish a new procedure that the person answering the telephone focuses only on that one important job.
Excellent telephone skills can make the difference between getting a new customer, and having them continue to let their fingers due the shopping through the yellow pages. A can help owners and managers alike to determine the best way to use this important asset. A good secret shopping company has the tools and know-how to help a business make the best use of any employee that answers the telephone.
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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