Story of a Secret Shopper

Recently I learned about how to secret shop for our self storage clients. I did this with two of my coworkers. It seemed pretty simple, however, we were all a little nervous about calling random people and making up a person and a scenario. When we call from the secret shop area in the call center, we have a fake name and fake phone number that works for the store we are calling. We also use a fake scenario to secret shop the self storage employees. Our goal is to not let them catch on that we’re a secret shopper so they’ll treat us like they would any potential customer. This gives us a great way to evaluate their performance on the phone and their sales techniques.

I called a store in Illinois and my fake name was Julie Scott. I was moving out of my home soon and would need to store some of my bedroom furniture and family room furniture and some boxes and clothes. The storage center employee was very friendly and extremely helpful. He did a great job of following the script. He asked if it was a convenient location, and helped me determine the best size for my stuff. He told me all the amenities. My only problem was he told me all of the amenities including the fact that they had PO boxes available. That part seemed to drag on forever. However, the rest of the call was very pleasant. I scheduled a site tour to look at the location the following week.

As long as you have a good well thought out story to work with and a phone number it is actually kind of fun!

Written by: Jill Dudley

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

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

The Convenience of Self Storage at 3800 Pulaski Hwy, Baltimore, MD 21224

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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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