Secret Shopping, A Training Tool
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Here at the call center we have a training mechanism called secret shopping. Secret shopping is basically portraying us as a customer in need of a storage unit. During the call it is expected that the person that answers the phone to sell their location by using some of the amenities, giving features and benefits. During secret shopping you can see how representatives really act toward their customers.
Secret shopping is a beneficial program to my call center. Knowing that, I feel like secret shopping could be beneficial to many companies and businesses, especially businesses dealing with sales. A lot of managers see and hear what the workers, and representatives want them to hear. If we secret shopped some of the cellular phone companies, and some of the calls they take I’m sure we would find that business is not going as planned. Sure, nobody is perfect, however, some people really act in front of their management teams. After we secret shop a facility someone reviews the phone call and gives it a grade. This too, is something other companies should try. Once I saw my scores were low, I wanted to bring them up. I knew I couldn’t do that with bad customer service, so perhaps the representatives will get the same idea and we can all put forward a good effort for customer service. There is no better sales technique than good customer service.Written by Nicole White PhoneSmart call center outbound call specialist, secret shopper, and writer.
Thank you for visiting our secret shopping blog, an insider view of the secret shopping and mystery shopping industry.
We are your off site sales force call center in Columbia, Missouri.
Your local unit provider in 6700 River Rd. W. New York, NJ. 07093
, a great location for storage and moving supplies.
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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