PhoneSmart Is Secret Shopped
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Today I got my first call from someone who was secret shopping. I could tell they were secret shopping because they were incredibly nice and pretty much followed the script. It was interesting because the role playing that is done is very helpful when talking to actual clients. I also noticed things that the caller did not do that I was trained to do and how quickly I noticed when they didn’t ask certain questions. When selling self storage it sometimes becomes hard to follow the script and be mindful of what the prospective customer is asking for, but role playing serves to help prepare for every situation. Although once you realize the person isn’t a real customer the call changes a little bit, it is a good way to perfect sales techniques and overcome concerns that the customer may have. Secret shopping is a great way to keep associates on their toes because you never really know who or when they may happen. So far, what I have noticed about people who are doing the secret shopping is that they have a fun and positive attitude which is what customers want to hear when they are calling any call center. I’m glad that there are incentives to do secret shopping otherwise we wouldn’t know how we stacked up to competition or how well others talk to customers.
Written by Josue Morino
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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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