Got My Secret Shopping Hat On

I decided to go shopping for myself last weekend. I had a coupon and I had to use it or lose it. Having been in retail clothing sales for almost nine years, I am pretty picky about the service I think I should receive. I knew going into this store that I was going to spend some money so good service or not this store was going to make some money on me. Since I have started my job doing secret shopping, it seems I can’t get away from doing it off the clock.

• I entered the store and was looking around for a few minutes and was greeted by a sales associate. GOOD!
• I made a few trips around the store and started to pick out a few items. My arms were getting full and I couldn’t hold any more items. BAD!
• I had to ask to be put in a dressing room. BAD!
• No one checked on me to see if I needed another size. BAD!
• When I was done, I had some items I wanted and some I didn’t, I couldn’t find where to put them. BAD!
• I picked up a few more items and went to the checkout lane. GOOD!
• I waited in line holding all my items. BAD!
• They rang me up and made me feel good about my purchase. GOOD!
• I was thanked as I left the store. GOOD!

Overall, I don’t believe I received the best SALES service.

1. If someone’s hands are full they cannot pick out more things to buy. (think of shopping carts)
2. Ask your customer if you can start them a dressing room.
3. Check on your customer while in the fitting room. (Keep ‘em naked)
4. Offer to take any unwanted items and offer to take the wanted items to store behind the counter.
5. If the customer has to wait in line, let them know about any specials on jewelry or other impulse items close to the register.

Some sales are going to come through the door without you doing anything to get them there. Sometimes you will need to help the sales come to the door and often you will need to help the sale along once it is in the door. You know the old saying, “You can please some of people some of the time but not all the people, all of the time.”  This applies just as much to self storage as to anything else.

Written by Natalie Thomas secret shop and mystery shop specialist and previous renter of a storage unit.

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

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