PhoneSmart’s Offers A Full Menu

PhoneSmart offers several options for sales training and quality assurance to the self storage industry. These are just some of the services you can use individually or combine to make your sales team soar to success.

Let’s begin with some sales training courses:

Conference Call Sales Training: PhoneSmart’s sales trainer will lead your staff through a sales course via conference call. Your staff will learn the sales strategies and self storage sales techniques we use in our own call center.
 
Sales Training Packet: Includes 2 CD’s, one Leader’s guide, 2 Trainee workbooks, Role-Play game, and sales reference sheets. This is meant to be set up in a classroom-like setting or can be done individually
 
Training Seminar: We will come to your facility and train your staff on how to sell self storage
 
Role-Play Helpline: Your managers can call into our call center and speak to one of our highly-trained sales reps. They will Role Play sales scenarios and receive one-on-one training to meet their specific needs or concerns.

After a training course, we can manage your team’s success with monthly (or as often as you choose) services such as:

Shock Call: a secret shopper calls your facility and asks for something other than storage (boxes, office hours, etc). The call is graded only on a Pass/Fail basis. If the manager asks the caller if they also need storage, they Pass. If the do not, they Fail. Calls are recorded and sent to the client.
 
A Shock Call is unconventional from a Mystery Shop. It’s goal is to teach managers to ask every customer if they need storage. This shop was created out need in the self storage industry because many stores miss these rental opportunities.
 
Mystery Shop: A secret shopper calls your facility posing as a customer asking about storage. The call is recorded and then evaluated. The recording is sent along with the written evaluations, to the client. The evaluation contains Yes/No columns to which points are assigned and a total score is given. It also contains a “What Worked Well” and “What Could Use Improvement” comment section.
 
A Mystery Shop is ideal for maintaining and improving sales techniques and customer service over the phone.
 
Feedback Shop: A secret shopper calls your facility and poses as a potential renter, as in a Mystery Shop. However, at the end of the call, the shopper reveals herself and then begins an immediate coaching/training session with the manager. The call is recorded and the evaluation/ summary of coaching session is written to the client.

A Feedback Shop combines quality assurance and training by providing instant coaching so that managers are ready to rent a unit with the very next call.

Written by Sarah Little, TQA Director

Total Quality Assurance Services is brought to you by PhoneSmart – A quality assurance firm .

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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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