Start Secret Shopping

It is a bit hard to get started secret shopping.  Often someone just beginning to secret shop asks, “What do I say”? This is a typical question although it seems that it should be self explanatory.  The key thing to secret shopping is that you do not want to appear to the recipient answering the phone that you have any knowledge at all about the self storage industry.  When I conduct secret shopping I always try to let the person on the phone lead me.  I begin with a generic statement or question.  By using this technique the person on the other end has to take control of the call.  If you call and give too much information then the person that answered the phone has about 20% of their job to do as you have done the 80%.  The fair percentage in conducting a successful secret shop call is to let the manager do about 90% of the call and you as the mystery shopper do 5%.  Although 5% seems to be a small percentage it is the number that is about right as this is only answering the probing questions that are asked by the managers.
We all have difficulty in beginning a phone call when doing a mystery shop so here are some suggestions to use:
 
**How much does it cost to store there?
**How much is a…..? (Fill in with a specific size or odd size)
**I’m calling to get your prices
**I need a storage spot
 
Although these are just a few, there are many more.  The key is the more generic the opening question or statement, the better opportunity for the manager to take control of the call.

Written by Angela Perry PhoneSmart call center trainer, self storage reservations specialist and secret shopper.

Thank you for visiting the PhoneSmart call center blog.  We offer an insider view of the secret shop and mystery shop industries.

Your local self storage unit provider in 6700 River Rd. W. New York, NJ. 07093

Tweet This Post 

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

View PhoneSmart-Natalie Thomas's Profile      Subscribe via RSS