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That Little Extra Effort


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    Robin turner, PhoneSmart Call Center Manager offers her knowledge of how to succeed and her take on some secret shopping ideas.
    Welcome to the PhoneSmart call center blog. We offer insight on the secret shopping business and the mystery shopping industry.

    How would you respond?
    You have 3 choices to choose from:

    The “I’ve got it in the bag” attitude response…. “Oh, o.k. Great. We’ll see you soon.”
    The unsure, don’t know what to say response… “Hush, oh, ok.”
    Or the confidence response (which you should always use).

    First of all, have you figured out the caller’s statement that I’m referring to? “No, I don’t want to reserve over the phone, I’ll just come down there.” You may be asking yourself … “what’s wrong with the first response?” And I’m here to tell you. This caller’s statement isn’t a commitment. It leaves the situation up in the air. It doesn’t guarantee you that the caller is still going to come in, although it does sound good. Most too often it’s just a simple way out for them to get off the phone instead of reserving a storage unit unit with you.
    Never assume that you’ve got it in the bag because more times than not, you don’t. Don’t hesitate because you might not know what to say or let it throw you off guard. Be prepared to follow the call through and make sure that all the loose ends are tied up.

    Be confident in what you offer. Be confident in how you respond. You can certainly ask a second time if they want to reserve the unit and even a third time if you know how to ask. You can’t pressure the caller. You don’t want to come off as if you haven’t heard what your caller has said to you. But you can tactfully ask a second time and even a third time if they want to reserve (depending on how you ask). Rephrasing the question and changing the tone inflection used when asking will make a big difference in how the caller responds to you.

    I’m not saying this works every time, but you can often catch the callers who will give you the commitment over the phone when they see that you are willing to put forth that little extra effort. Watch your mystery shops and secret shop scores increase with your confidence.

    Self Storage in Brooklyn, New York Call Abraham, he’s the man you need to speak with about storage. (718) 399-6037
    Advanced Telecommunication hardware and software at Total Quality Assurance Services

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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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