Quiz time

Welcome to the secret shopping blog. We like to post our experiences in the world of secrets hopping, mystery shopping and sales and customer service training.

Many times we take an issue and turn it into a test or pop quiz. We use it to learn the item. Then we coach and review. Then we pull our recordings of calls or make secret shopping calls to our reps and see how well the training stuck.

In this case we are reviewing how to handle current storage customers who want to rent an additional unit, what holiday hours will be for the Labor Day weekend and a general question about current tenant calls.

As you develop quizzes and training material, you will find some interesting results. Sometimes you find your approach and your training is good. Sometimes not.

Here you go:

PhoneSmart Newsroom Name _____________________
Date ______________________

Please return to the Pop Quiz folder ASAP. Thanks.

1. Which of the following specials can you offer to a current tenant who is looking for a 2nd storage unit?

A. Student Discount, Military Discount OR a Senior Discount.
B. A long term pre-pay special IF they pre-pay for 12 months or more.
C. A Permanent special noted in the operator notes no matter what they are always available to any caller.
D. Answers A AND B are available because they are current tenants.
E. You can NEVER offer more than one special to anyone at anytime.
F. Other

2. Which are the following are correct?

A. All Stores are closed on Monday Sept. 5th for Labor Day.
B. Only stores in Canada are closed on Monday Sept. 5th for Labor Day.
C. No stores are closed on Monday Sept. 5th for Labor Day.
D. Refer to your store screens only (i.e operator notes).
E. Only stores in the United States are closed on Monday Sept. 5th for Labor Day.
F. All stores are closed for the entire weekend for Labor Day weekend.
G. Other:

3. What do you consider to be a reasonable time length to spend with a caller on the phone regarding an issue other than a rental inquiry?
Why?

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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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