Most apartment mystery shops include a phone call either before or after completing the on-site visit. You will want to be sure carefully review the shop instructions every time to make sure you are confident in all the specifications for when the call should be made and who you should speak to. Once you’re ready to make the call, you can use these three tips for a smooth process.
Step 1: Know Who You Are Talking To
Make note of who you are supposed to speak to – is the shop for anyone or is there a specific target agent? If the shop is for anyone, do the instructions prohibit speaking to the call center? If so, there will usually be details in the instructions to help you determine if you’ve reached a call center representative. Also, if you are allowed to shop anyone, don’t forget to write down the name of the person who answers and then confirm their name once more before ending the call.
Step 2: Have a List of Potential Excuses to End Call Early
When you are working to reach a specific target, you may reach the wrong person several times. Clients ask that you not simply hang up but make some excuse to end the call instead. It’s helpful if you have a list of excuses ready so the call will sound natural. Some suggestions include:
- What time does the office open/close?
- Is the office open on Sunday?
- I’m sorry, I dialed the wrong number.
- Do you have breed restrictions for pets? (Most places do, so this makes an easy excuse to end the call.)
Step 3: Know the Apartment Details
Research the apartment community before calling so you will be prepared to give a believable price range if asked and so that you can work the details into your shopper story. This means knowing the pricing, bedroom size availability and general location of the apartment community. While you are on the website, check availability for the apartment size you plan to mention if possible. If availability is not listed, be prepared to be flexible with your desired apartment size in case you are told your requested size is not available.
When you are prepared before making your call, you will sound natural and you will be ready to go with the flow as needed. A smooth, successful phone call will set the stage for a great shop!