Secret Shopping Calls

Storage facility- Thanks for calling XYZ storage, how can we assist you with your storage needs today?
Caller- Yes, how much is your storage?
Storage facility – Well that depends on what you are storing, can you tell us what you will be storing?
Caller- My two bedroom apartment
Storage facility – Is that everything out of your apartment, do you have boxes also?
Caller- Yes
Storage facility – Do you have any appliances?
Caller- Yes, a washer and dryer
Storage facility – Ok, when did you need to start storing those things?
Caller- Next week
Storage facility – Great, at our location we would recommend a 10×10 to hold your belongings, how does that sound?
Caller- That sounds ok, how much is it?
Storage facility - The price list is right here

Towards the end of the call

Storage facility- Ok, thanks again for calling XYZ storage, do you have any other questions?
Caller- No
Storage facility- Great, then we will see you tomorrow at 1pm for a site tour
Caller- Ok, see you then
Storage facility- Have a great day, good-bye

This is an example of a pretty good self storage call. But the caller was not just any caller, the caller was a secret shopper. They were calling to see how the storage facility did on their sales presentation and customer service skills. Why would someone call a storage facility and act like a customer? Because someone has hired that caller to call that storage facility and see how the manager does at selling self storage. This type of person is called a secret shopper and they get paid to shop different businesses.

Storage facility- Thanks for calling ACB storage, how can we assist you with you storage needs today?
Caller- Yes, how much is your storage?
Storage facility- Umm, what size?
Caller- What sizes do you have?
Storage facility- We have lots of sizes, and the rent starts at 39 dollars and goes to 178 dollars per month
Caller- Ok, Thanks

This is an example of a self storage call that is not good. Why is it not good? Because the person answering the phone is not working on selling the facility and getting to know the customers needs. They are just answering the phone and giving a price. If you know that your managers of your self storage facility are answering the phone this way then you need a secret shopper. Most people that do this kind of work will record the phone conversation and be able to present it to the owner with an evaluation of the call. A secret shopper will always be professional but will try and sound like an average customer calling about self storage. They will not try to lead the manager but allow the manager to take control of the call.

If you are looking to beat your competition, you will need to have great sales skills and customer service programs in place. Look into hiring a secret shopper to help your staff achieve top notch customer service and sales skills. It can mean the difference in the first call above and the second call. If you cannot get the customer interested on the phone about your self storage facility, then you probably will not get their business either.

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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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