Deal or No Deal

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By Liz Langsteiner, A.K.A. Liz Taylor bilingual call center representative / Key Account Representative offers insight on the purpose of the PhoneSmart call center.

Welcome to the secret shopping blog, your peek into the mystery shopping world.

Our main objective in the call center is to take the caller off the market and get them to cross “storage unit” off the to do list. Every now and then you get a gimmie, but most of the time it takes patience, industry knowledge, building rapport and sales expertise to take the caller off the market.
Every morning Monday – Friday I log in at 6:30am. I choose the morning shift because I find the early morning callers mean business. Early birds are ready to give up their credit card and reserve a storage unit. On most days I usually have minimum of 1 credit card reservation and sometimes 2 by 7:30am.
Let me share with you my “Deal or No Deal” experience. IF you can get a laugh or giggle from your caller you are half way to getting a reservation. One morning last week I took a call from one of our East coast stores. During the call we agreed on location, size and time frame. I gave the price and noticed on my screen a super special ½ off the first 3 months. I decided to wait and offer the special at a perfect moment. The caller seemed to be in a hurry so I went for the close and gathered all the pertinent information. When I asked for the credit card I heard those dreaded words well I am not sure I want to do that now. I could feel the caller slipping away so I said “here is the deal you get ½ off of the first 3 months, you rent month to month with no deposits, pay a small admin fee of only $12.00 bucks and provide a lock.” DEAL or NO DEAL The caller burst into laughter and said, “DEAL”. The rest is history.

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