The biggest mistake we can make in regard to upselling is to not do it. Constant practice and creative training will make all of the difference in this program. Keep in mind that not all attempts will result in an upsell. However, if you don’t try at all, you won’t make any.
Upselling is easy if you think of our primary business as serving customers and meeting their needs. Here are some scripts with simple phrases to help you in the process:
- “While I complete your move-in agreement, please look at our merchandise menu. We have a great return policy on our boxes, so don’t be afraid to get too many. You can bring back the ones you don’t use.”
- “Thanks for choosing us. While I type in your lease information, please look at our mattress covers. Since you’ll be storing here for awhile, this might give you peace of mind, knowing your mattress is better protected from dust.”
- “Now that you have boxes, how many rolls of tape do you think you’ll need?”
- “Based on what you’re storing, I would recommend $5,000 worth of coverage. It’s only $12. Will that coverage be sufficient, or should we look to increase that amount?”
- “Many of our customers like to have aisles in their unit so they can get their items in and out easier. (slight pause) I have a larger size available, would you like to see it?”
During your sales presentation, which will subsequently open to the upsell opportunity, always focus on the customer and not just the sale. Upselling is easy and effortless if you listen to the customer and find out what he’s storing. Knowing this information will enable you to tie your products to his needs.
Brian Byrd is the vice president of sales and marketing for Landvest Corp., which has managed self-storage assets for owners since 1985. He has several years of multi-property management experience. In the self-storage community, he is also a national speaker, author, trainer and sales coach. To reach him, call 800.635.3130; e-mail firstname.lastname@example.org.