Total Quality Assurance Services

The PhoneSmart Total Quality Assurance Services department offers Sales Training and Mystery Shopping to the self storage industry. The sales training services offered by PhoneSmart teach self storage managers sales fundamentals and sales techniques. These techniques are proven sales methods and are used daily in the PhoneSmart call center, an offsite sales force.

The Total Quality Assurance Services department offers sales training management programs that combine sales training and secret shopping services as well as individual sale training and secret shopping services that can be customized to meet the needs of an individual business.

The following are some of the services offered by PhoneSmart’s Total Quality Assurance Service (TQAS):

Sales Training Services

• Conference Call Sales Training: A certified sales trainer will lead a conference call sales training session over a three day period for one hour each day. Over the course of the sales training program, trainees will learn sales strategies and self storage techniques that will allow them to close more rentals over the phone and in their self storage facility.
• Sales Training Packet: This service is designed for a Self Storage Owner or Operations Director to conduct a sales training program with their sales leasing staff in a classroom-like setting. The Sales Training Packet can also be conducted individually. This sales training program includes two CD's, one Leader's guide, two Trainee workbooks, Role-Play game, and sales reference sheets.
• Sales Training Seminar: Tron Jordheim, PhoneSmart Director and Member of the National Speakers Association offers energetic and unforgettable sales training seminars that will rejuvenate veteran salespeople and build a strong base for newbies in the self storage industry.
• Role Play Helpline: This service is exclusive to PhoneSmart and centers around a highly trained sales force that works the phone in the self storage call center. To use the Role Play Helpline, a manager dials into the call center and has the opportunity to ask specific questions about areas he or she may struggle with during the sales presentation. The PhoneSmart rep will Role Play through several scenarios and offer sales techniques that will improve the store manager’s phone presentation. The methodologies and tricks of the trade offered from PhoneSmart are proven techniques that are used daily in the call center.
• Telephone Teachers: This is a Training Session that lasts about fifteen to twenty minutes between a Certified PhoneSmart Trainer and a self storage manager. To set up a Telephone Teacher program, all you have to do is submit a schedule of when you’d like us to call your store manager. PhoneSmart will record the conversation so that it can be used to reinforce the sales techniques and sales strategies your manager will learn during their one-on-one coaching session.

Mystery Shopping / Quality Assurance Services

• Feedback Secret Shopping: Similar to a traditional mystery shop, a secret shopper will call your local storage facility and pose as a new customer. The leasing agent conducts the call as they would handle an average request for a self storage quote. At the conclusion of the call, the mystery shopper reveals their identity to the manager and goes into an immediate sales training and coaching session. This training session prompts the manager to discuss the positive points in their sales presentation and what they might need to improve. Clients receive both the recording and written evaluation via mail or email.

Some of the benefits of Feedback Secret Shopping are:

• Real Time Results: Managers are ready to improve their sales and bring your store more revenue at the very next phone call.
• One-on-One Training: Store managers can interact with the Certified Secret Shopper and focus on their specific areas of interest.
• Relevancy: There’s no more waiting for a month or two until you see the results of a mystery shop that may not be relevant any more.
• Ends The Wild Goose Chase: There’s no more chasing after bogus names and phone numbers that came from a secret shopper

Feedback Shopping is PhoneSmart’s most intense training tool. This form of secret shopping is exclusive to PhoneSmart and conducted by Certified Secret Shoppers who have completed several hours of training and coaching.

• Mystery Shopping: A mystery shopper calls your storage facility pretending to be a new prospect. The call is recorded and then evaluated by a Certified Evaluator. The recording is mailed or emailed along with a written evaluation.

PhoneSmart’s evaluation is the most effective and useful of its kind among the leading secret shopping providers to the self storage industry. It is also completely customizable to meet the needs of each client.

• Shock Calling: This form of secret shopping is an unconventional approach at testing the sales skills of your leasing team. During a Shock Call, a secret shopper will call your facility and ask for something other than storage. For example, a caller might ask how long the facility is open, if they sell boxes and so on. The call is graded purely on a Pass or Fail basis bases on the following criteria: if the manager responds by asking if the customer also needs to rent storage, they Pass; if the manager does not follow up by asking if they need storage, they Fail. Each call is recorded and sent to the client via email.
  
  The goal of a Shock Call is to train self storage managers to ask every customer if they need to rent storage. It was created out of demand from the industry to capture more rentals and eliminate missed opportunities.

PhoneSmart’s goal is to continue to raise the bar in the self storage industry and remain an elite sales force that offers unmatched sales training and customized service to each client. We are creating a sales culture by training your staff to close more sales over the telephone.

PhoneSmart’s TQAS department is happy to customize any of these services or create a new service to meet your needs.