Break it down into little bits

Welcome to the secret shopping blog, our diary of the secret shopping and mystery shopping fields.

What do you do for specific problems? Make specific scripts and demand specific responses.

One problem that comes up often when secret shopping self storage facilities is that the person answering the phone can make an uninformed assumption and think that when the first question a caller asks is “Do you have a truck to rent?” , that the truck is all the caller needs.

Many times a self storage customer is lost, because the person answering the phone forgets to ask, “Will you need a storage unit, too?”

So write up a script on the specific issues:

For example…

Caller: “Do you have any trucks for rent?”
You: “Are you looking for storage too, or did you just need to rent the truck?”
Caller: “Both.”
You: “O.k. great, I can certainly help you… Let me ask you a couple of questions first… How soon do you need them?”

Then have your staff practice it verbatim until you can ask them “Do you have trucks for rent” in their sleep, and they answer “Are you looking for storage too, or did you just need to rent the truck?”

Then they can start to phrase the clarifying question in their own words and in their own voice.

The last step is to secret shop leading with the question to see if the training sticks. If so, give some recognition and come back and test on it again soon. If the training doesn’t stick, go back and train it again.

Bye for now, Tron

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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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