PhoneSmart basic information

1. What hours is the call center open?**The call center is currently accepting calls Monday – Friday 6:30 am to 11:00pm, Saturday 7am to 9 pm and Sunday 7:30 am to 8 pm
2. How long has PhoneSmart been in business? We are celebrating 6 wonderful years in business.
3. Are you an answering service? No, we are not an answering service. While we do answer incoming phone calls for our clients, we do more than take messages. We are an off site sales force that turns your missed calls into profit. Our dedicated phone representatives are trained to “sell” storage units.
4. What is Secret Shopping? We provide a program to help monitor your employees. Monitoring can be for incentive based, compliance, or other types that you require a recorded phone shop by one of our trained shoppers. The call is then evaluated by our seasoned panel of evaluators and sent to you. This is a great tool for managers to use in the office to help staff achieve their personal best.
5. Is PhoneSmart’s Secret Shopping Department set up to do in person shops? Currently, we do have a handful of “shoppers” that are able to do in person self storage shops. We are looking forward to expanding this service in the future.
6. What sort of training items do you offer? We have several different training options available. What’s great about our training items are that they work together to optimize the learning experience. •Secret Shopping (see above) •Managers Training Packet- includes workbooks and CD’s and sets up the training in a classroom type atmosphere. •Role Play Helpline- this interactive training allows your managers to call our trained staff and Role Play different scenarios or situations that may arise in everyday self storage business. It’s convenient and fun! •Sales Training Seminars and Consulting- our director Tron Jordheim would love to visit your property and give you sales training or consulting on the spot. Tron is a member of the National Speakers Association.
7. What is the Role Play Helpline? The Role Play Helpline is one of PhoneSmart’s newest training tools. This interactive training combines convenience and flexibility. Your managers can call the RPH anytime the call center is open (see question #1) and talk through concerns or objections, go through the sales script and more. Our reps can switch places and be the caller or the rep and switch back to get a different view of the sales call.
8. What are some of the other services PhoneSmart’s provides? Besides the services listed above we also have an outbound calling program that can be tailored to fit your business. Another successful service we provide is lead generation and follow up. We are always on the lookout for services to help your business run smoother and more efficiently.
9. Can we customize our own Secret Shopping evaluation form? Yes, you can. While we do have a standard form that many of our clients use, you may customize the evaluation form to fit your business. We encourage our clients to try and get the most out of the evaluation form to further help with training.
10. Our offices have caller id, how does your number show up? We use T1 phone lines that show up blocked caller or unknown caller so your offices will not be given our direct number and tipped off that they are being secret shopped. In addition our callers are trained to be able to give a false name and phone number if prompted.

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