» Sales Training

A secret shopping program is a great way to provide your managers with that additional training for your self storage business. Most people needing a storage unit have never used the service before.  They might ask a friend or a neighbor for advice, but they really do not know what they are doing.  And instead of driving around visiting different locations these novices usually call first to find out about prices, security, and amenities.  This is why it is imperative when someone calls inquiring about a self storage unit that the store employee takes the time to listen to the caller and to be as helpful as possible.  Just like in any other business, first impressions are everything. That is why it is important to have a secret shopping program in place to make sure you are getting the most out of every call.

People usually have some idea as to what they will be putting into a self storage unit.  Whether it is junk from the garage, or files from the business, or an entire three bedroom home, they usually know.  But what they do not know is what size of a storage unit they will need.  That is where a phone rep from either the call center or the self storage office comes in handy and why it is important to have a secret shopping program in place. Some smaller self storage properties can monitor their own employees but larger sites often require an outside secret shopping program to help their managers.

A great way to help a caller determine what size of a self storage unit they will need is by comparing sizes to things they can relate to.  Instead of simply telling them they need a 5×5 unit, explain what it looks like and what it will hold.  Tell them that a 5×5 unit is similar to a small guest bathroom size, and will hold a little furniture, some boxes, and some files.  Let the caller know that this is a good sized storage unit for a sales rep needing to store samples. By being able to know what your managers are telling self storage callers, you can continually help train them with a secret shopping program.

A 5×10 storage unit is like a walk-in closet size, and will hold the equivalent of a small efficiency apartment.  This is a popular sized storage unit for pharmaceutical reps and for homeowners de-cluttering their house to put on the market.

A 10×10 is comparable to an average bedroom.  This is probably the most popular sized storage unit that people rent.  It holds the equivalent of a one bedroom apartment with major appliances. Many secret shopping programs will test the manager to see if they will offer the correct size for what the shopper is storing.

A 10×15 storage unit is similar to a large family room.  It will hold a two bedroom home with appliances.  A small VW Bug is able to fit into this size of this unit.

A 10×20 unit is a standard one car garage size.  It will hold a large three bedroom house, or is popular for storing a regular sized vehicle.

Most facilities have a 10×30 storage unit as their largest space.  This is like a one and a half car garage size, and holds a four to five bedroom house.  This size is popular for businesses needing to store a large amount of inventory. Having a secret shopping program can insure that your managers are not recommending a 10×30 for only 10 boxes.

Secret shopping programs can be tailored to meet your self storage facilities needs. Self storage facilities have different sized units available because people have different needs. Listen next time one of your managers takes a call and see if they are offering the correct size unit. If not, you might want to think about some additional training like a secret shopping program.  But it is always important over the telephone to give the customer an idea as to what the different sized spaces will hold and a secret shopping program can help your manager with that.  Comparing the size of a self storage unit to something that can be found in a person’s home is a great way to accomplish this. 

Secret Shopping

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StorageMart Bandera and Loop 1604 12430 Bandera Rd Helotes, TX 78023

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Our feedback shopping team has been really working hard on not only secret shopping our clients who are signed up to benefit from the service but also to help them become better at what they do.  Our secret shopping program has taken on a whole new spin.  We are not the bad guys who think that they know everything, not by far.  But we are pretty well versed in what we do, based on the number of actual incoming rental calls that each of our shoppers has actually taken themselves.  It takes experience in doing something before you can truly educate another person.  Secret shopping not only helps to teach the person being shopped, but also the shopper themselves.

An example of this would be hearing something that the shopper may never have thought to try them self, on an incoming call.  In most cases, however, the one who truly benefits the most would be the person on the other end of that secret shopping call.  When you are secret shopping you can be anyone who you want to be and use any type of self storage scenario you feel the mood for.  Using various scenarios is always the best way to evaluate and educate someone so they get use to different situations.  This way they can be prepared and have new ways to handle those odd ball calls.  We have 2 types of services in which both are beneficial.  It is up to what you are looking for and what you are looking to gain in the process. 

My favorite is our Feedback Secret Shopping because at the end of the call we can reveal who we really are and that we were in fact secret shopping them.  It seems that in the beginning when we started this type of secret shopping service that it was a bit touchy as these store managers were not familiar with us and took being secret shopped in maybe not the best light.  As they got to know us and our true intentions they looked forward to us secret shopping them again.  We see the level of interest and sales increase and we can watch them grow by way of feedback and evaluations given to them.  It is not only us helping them to be better because if it was not for them taking advantage of our suggestions, and using them, it would not work anyway.  Sales techniques continue to increase with these self storage managers and employees as they get called every month. 

Not only do we critique them on their presentation, but we take advantage of also receiving feedback as to how they thought we did as a secret shopper.  Our Secret Shopping team gets better and better each month as they too are critiqued on what they could do differently to sound more like a real prospective renter. There are advantages to both sides.  We freely take the helpful hints and tips to make us better, so we can in turn make the managers and other employees better at what they do.  It goes hand in hand.

Before we end the secret shopping call with each individual person we ask what they would like their goal to be for the following month.  They are not hesitant to give a realistic goal for the following month and we are pleased to see each of them increase their scores, enthusiasm and knowledge.

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EZ Mini Storage

StorageMart Willits & Park . Basalt, CO 81621

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Explaining how a feature will be beneficial to an individual customer is always important in any kind of sale. This holds true whether you are selling self storage, or telephones, or automobiles, or security on your property, etc. This is an important step in the sales process for two reasons. One, it conveys to the consumer how the particular feature actually works and what it is used for. And two, it allows the customer to know how this feature will be useful for them personally. So and which are great words to use when discussing the benefits of a feature.
Examples:

• Our self storage units have drive up access, so it is easier for you to unload your belongings into your unit
• This phone has Caller ID, which allows you to see who is calling
• This car has Cruise Control, which will help you avoid a speeding ticket on long trips
• Our property has a fence, which gives you better peace of mind

 
No matter what the feature is, you can always put a positive spin on it and relate it to what your customer’s particular needs are.

• Our self storage units are all inside the building down the hallway, so we can better monitor who is coming and going and improve security
• This phone will announce who is calling, so you do not have to find your glasses to read the Caller ID
• This car is a manual transmission with a stick shift, which makes it easier to get out of snow drifts
• Our fence is 8 foot tall and gated so only customers can get into the area

Simply telling a customer the features you provide is not enough. Showing them how these features will improve their lives is what is really important, and will make it far more likely that they will want your product or service. That is why we here at PhoneSmart stress giving the feature (drive up, caller ID, cruise control, fence) and then giving the benefit (monitor and security, announces who’s calling, better for snow, and 8 foot tall). Both of these things, benefits and features help provide the caller and walk in customer with all that goes into pricing a self storage unit, car, caller ID or security. If you can help the potential self storage customer visualize the value of the self storage unit for the money, then the potential customer will be more likely to spend their money.

Sales techniques and good sales training along with being a first-class listener will let you convey to the potential customer that your self storage property is worth the money and the peace of mind of storing your belongings. It takes a flexible and seasoned sales professional to be able to convey to a potential customer that they are getting their money’s worth. So whatever you are selling take these tips and run because the name of the game is getting more customers who will spend more money while giving them a top quality service or product.

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We here at PhoneSmart wish you a Happy New Year. We hope that you rented many storage units, gave great customer service and have a strong game plan for the upcoming year. We constantly strive to provide our clients with the highest level of service. If you are still making up business plan for the upcoming year and need help with training of your self storage employees, call center service, secret or mystery shopping or Role Play Helpline information, then contact us at 866-639-1715 for information.

• Employee Training- we offer a comprehensive self storage training packet that is set up to be used classroom style.
• Call Center services- our call center can provide you with that extra sales person that you do not have to employ. We can take 100% of your calls or set up the system to answer when you managers cannot come to the phone.
• Secret Shopping or Mystery Shopping- this is a great tool for monitoring, compliance or incentive based evaluations of your self storage managers.
• Feedback Shops- similar to the secret shop but at the end of the call our trained evaluators revel themselves to the manager and go over the call right then. This allows the self storage manager to talk with the evaluators and go over any sections of the call that they might need help on.
• Role Play Helpline- your managers call our dedicated sales staff and role play any part of the sales call that they want to work on. Many of our clients love this service.

Written by Natalie Thomas, TQAS agent.

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Self Storage Article Directory.  Visit our Self Storage Section

Secret Shopping 

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I shake my head when some people choose not to take the feedback we offer to improve their sales presentation. It takes some level of humility to admit ones faults but at the same time I understand that someone may have a different spin on what you are doing. Some people put up a wall and their face frowns all up when you are trying to help them become better at what they do. Do they not want to improve their selves?

Yesterday while doing some secret shopping, I came upon a gentleman whom did a sub par job on trying to sell self-storage. He just gave me the price when asked and put no effort behind it. I was surprised actually at the poor level of customer service out of this manager. I attempted give him some feedback and he shut down. He went on to tell me that he was busy in the store, there was a customer right in front of him, and there was nothing he could do but give out the price. I went on to try to help by saying, If the customer is already at your store, most likely they won’t mind waiting a couple more minutes for you to answer the caller’s questions. The customer in the store is getting an idea of the level of customer service they will get if they have to call to have a question answered. The manager believed that could not happen. He was not responsive to my coaching. We ended the call with him saying he would try to do it the way we discussed but he could not see how it would work.

Now, I have been in sales for a long time. I believe that I know how to take care of every type of customer that walks through my door or calls on the phone. I have been secret shopped before and have not scored so well sometimes. I took the coaching and tried to improve the next time. I did not fight back; I willing took the feedback to improve myself. I am a stubborn person, but when it comes to customer service, the customer is more important than my ego.

Joel Little, experience customer service expert.

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Self Storage Article Directory. Visit our Self Storage Locations by State Section.

Secret Shopping

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The holiday season is upon us and soon the New Year will be here. Typically the winter months are a slower season for self storage. What does this mean for your self storage business? Well, one thing that is great about your business pace slowing down is that you can catch up on all the things you couldn’t do when you were busy. Things like, giving the office a deep clean, painting, weed control, pest control, filing, paperwork, property maintenance, and anything else that might need a little work. Another thing to do when you are not as busy is to go over your sales strategies and work on your sales techniques. We welcome the busy season as rentals that will just walk in the door and when it is slower it may seem like you have work a bit harder to get that same rental.

Here at PhoneSmart, we have all of our phone representative refresh their sales dialog and presentation. Because we care about our clients and our callers we hope to deliver the best customer service to each and every caller. Besides turning your missed calls into self storage reservations, we also can answer some manager questions and take payments for self storage units over the phone. So depending on what your self storage business needs are, you might need PhoneSmart to help make you business even more successful.

Written by Natalie Thomas, TQAS executive.

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Self Storage Article Directory 

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DJ Johnson, PhoneSmart Client Development Coordinator recently traveled to Tennessee to do a training workshop for a local self storage company. She had tremendous response from the store managers she trained.

Over the course of several days, she taught them principal sales techniques that are sure to help bring a sales increase to each of their self storage facilities. Before she introduced herself to the group, she visited each location and conducted a secret shop on their store.

I’m sure the look on some of the managers faces could be compared to the Candid Camera television show when they realized she had been their customer just hours ago. DJ was able to benchmark their sales level by shopping them and her training was more focused on what she knew their growth areas were.

The client is now following up the training by reinforcing the lesson with monthly Feedback Mystery Shops. These shops are a great way to begin a training program or follow it up.

This is one example of how the many services at PhoneSmart compliment each other to form a complete sales solution. Some of PhoneSmart’s services include call center, Mystery Shopping, Feedback Shopping, Role Play Helpline, Telephone Teachers, Sales Training, Sales Seminars and more.

If you’re interested in having a PhoneSmart trainer come to your self storage company for sales training contact Sarah Little, TQA Director at 855-639-1715.

Total Quality Assurance Services is brought to you by PhoneSmart – A quality assurance firm .

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Manager: Thank you for calling xyz storage.
Customer: Yes. Can you give me the price of a 10×10 storage space?
Manager: Yes, it is $100 a month.
Customer: Ok. Thank you.

Conversations like this always hit a nerve with me. The reason is that we are doing the customer a disservice if we do not ask them what they are storing or find someway to ensure that size is the one that will fit all of their belongings.

We are here to provide the customer with the best service that they can get. What happens if the customer comes down to the site and is ready to store their belongings, and they find out that they need a bigger size? What would happen if the facility just sold out of the size that they needed an hour ago? This customer would be angry and maybe decide not to rent self storage from that facility. Then that facility is losing business.

We cannot be scared to ask the caller what they are storing. This way we can 1). Ensure that they are not storing things that are not supposed to be stored in the space and 2). Ensure that the size will accommodate their belongings. The caller would be happy because we asked them and now the size they are paying for is the size that best fits them. Go above and beyond for the customer always, but sometimes it’s the basics that will win you over with the customer.

Joel Little, Experienced Sales Manager

Total Quality Assurance Services is brought to you by PhoneSmart – A quality assurance firm . 

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What do you use in your self storage or property management business to monitor/train/reward your employees and managers? At PhoneSmart, we offer different solutions to your monitoring, training and reward needs.

Monitoring- we have basic evaluation forms for secret shopping calls so you can see that your employees are answering the phone and giving some basic information about self storage, shoe storage and property management.

Training- we offer a comprehensive training packet that allows you to train your employees or managers classroom style. By putting your self storage team on the same page your business will see improvement. New hires and seasoned employees both will benefit from the training packet. PhoneSmart also offers private training sessions at your business; these are conducted by Tron Jordheim, Director of PhoneSmart and member of the National Speakers Association. One of the newest training tools and currently exclusive to PhoneSmart is our Feedback Evaluation. In our Feedback shops, we call and shop your employee like normal then before the absolute end of the call we let the manager know that they have been secret shopped. A dialogue is then engaged with positive feedback and helpful tips and sales advice. We have had a great response with this new shopping style and our clients love the training aspect of the call.

Reward- some of our current customers reward their employees based on scores that they achieve through our secret shopping or mystery shopping evaluation. When the employee reaches a certain percentage we send out a Certificate of Excellence to the employee.

Contact us for information about your monitoring, training, and reward needs. Call 866-639-1715 for information today.

Written by Natalie Thomas of the TQAS department.

Total quality Assurance Services is brought to you by PhoneSmart – A quality assurance firm.                           

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My favorite commercials right now are the ones which portray people helping each other and then passing it along to someone else. One of the commercials starts with a delivery guy about to walk into the street and oncoming traffic. A lady puts her arm out and stops him from being hit by a car, then that delivery guy helps someone and then that person helps someone else and so on, all the way back to the first person. 

Secret shopping and mystery shopping is like helping your employees learn the self storage business and then they help their customers and then those customers tell their friends and co workers about how great your storage site is and they come in to rent. Do you see the connection here? By providing a cyclic track for your self storage business to provide excellent customer service they will be paving the way for future customers to come and rent a self storage, wine storage, or an automobile storage space from you.

PhoneSmart provides different and varied methods to help your employees and managers get on the right path to being able to provide great customer service. From the Role Play Helpline to the newest release of the Feedback shops, PhoneSmart has many tools to fine tune your staff. Contact us at 866-639-1715.

Written by Natalie Thomas, TQAS Executive and business blog writer.

Thanks for reading our secret shopping blog, an inside peek at the secret shopping and mystery shopping industry.

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