Train on specifics

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

Many businesses deal with some sensitive issues. Don’t leave these issues to chance. Create some protocols and structures for handling them and then shop the situations.

For instance we deal with a lot of self storage facilities. They sometimes deal with people who are fleeing abusive living situations. So our clients need to be sensitive while not getting caught up in the situation. Here are a few phrases PhoneSmart uses to try to empathize without getting involved and while still making the sale.

Handling confidential situations i.e. abusive spouse:
Be as sympathetic and as calm as possible. Let them know you will do what you can as quickly as you can to help them out.
Stress in managers notes as much as information that is useful to keep information confidential.

***Note in the manager notes – Confidential Situation – Do not give out any info. – and any other helpful notes.

“Sounds like you’re making a good first step and moving on! Let’s hurry up and get you out of there…”

“I’m sorry to hear that… let me get some information so we can get you a unit …”

“I’ll let the manager know that this is a confidential situation so they do not give out any information to anyone else other than your self.”

“Well, let me get some information so we can get you set up quickly, o.k.?”

“Let me get a safe call back number so in case you need to get off the phone and you call back later, we’ll know who you are, o.k.?”

“Is there a message phone number that we can reach you at or get in touch with you at?”

“I’ll make sure that we do not call your home number, o.k.?”

“I understand your situation and I’ll help you in any way I can. Let’s get this done quickly to avoid them getting upset.”

“I will make a note to the manager about the situation so they do not discuss your storage need with anyone other than you.”

“I am really sorry to hear your boyfriend beat you up. What time do you think you will be here tomorrow?”

How do you prepare and practice for sensitive situations?

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.