Role Play Helpline

The PhoneSmart Contact Center has come a long way in its six and half years.  Originally, we were simply a call center for our parent company, StorageMart.  Now we answer calls for about 94 clients – over 500 stores!  Plus we have expanded into other areas of the storage business such as taking reservations via email, responding to website inquiries, training store employees, etc.

One of our great training tools is called the Role Play Helpline.  Storage facility staff members call and tell our rep what phone skills they would like to work on.  Some employees are brand new and are just trying to learn the trade.  Others are seasoned veterans looking for some fresh ideas and tips on how to better sell their storage units to customers via the telephone.

I recently had the opportunity to work with a storage consultant in both of these instances: 

Isaiah called on the Role Play Help Line and was extremely nervous.  It was only his second day on the job, and his first time calling.  He had previous retail and customer experience, so he was not new to a sales environment.  He simply needed to work on getting his script in order and gaining some confidence.  He improved ten-fold by the end our conversation!

Sarah has been a storage facility manager for several years, so she just called to practice.  She did an awesome job; I am sure her location has a high rental percentage!  The only suggestion I had for her is to avoid the dreaded….um.  This is a truly American habit that many of us, um, don’t even realize that we, um, have!

Are you looking for an effective and easy way to help train your employees?  Give the PhoneSmart Role Play Help Line a try!  I think you will be very impressed!

Written by Ann Sheehan

Thanks for reading our secret shopping blog. We offer quality assurance and sales training to the self storage industry.

PhoneSmart is your offsite sales force and call center in Columbia, Missouri.

Rent self storage at 1816 Boston Rd, Bronx, NY 10460

If you’d like to say something on our blog, send your 200-400 word article for consideratin to Sarah Little, Blog Editor.

Tweet This Post 

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

View Ann Sheehan's Profile      Subscribe via RSS