I’ll Be Shopping You!

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PhoneSmart is more than a reservations call center. We offer an ever increasing line of services to self storage and property management customers. The most fun of those services is secret shopping.   The self storage industry is so competitive that everyone must make every call count. When we make a secret shop call it can result in an excellent training tool for store employees.  Creating your identity and crafting your story for the call are a little challenge and making certain that you will have a telephone number handy is crucial.  We also must be ready to let ourselves go “flat” and pretend an ignorance of how self storage works.  The hard part is masking your familiarity with industry terminology.  It is difficult to not inquire about “access hours” or “admin” fees.  These terms are “tells” like the giveaway gestures poker players look for to gauge the hand another player is holding. We do not want the store employee to guess that we are shopping them and recording the call for evaluation.

There are many times when we are being “shopped” by our store managers.  These industry specific phrases give us an indication that this is not a potential renter but store managers checking us out.  It is amazing to me that in the middle of a call when you are running through the 5 agreements that one word or phrase can just click in your head and you know it is a shopper.  I try to remember that moment so that when I do secret shopping I do not make the same mistake.

I love doing secret shop not only for the generous extra income but because it helps my own self storage sales technique. There are many times when I come away from secret shopping remembering the glaring mistakes I heard and, most important, what I learned from the sharp people I talked with.

I’ll be calling, catch me if you can!

Written by Kay Johnson PhoneSmart call center blog editor and secret shopper.

Thank you for visiting our business blog an insider view of the secret shopping industry.

We are PhoneSmart your off site sales force call center in Columbia, Missouri.

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