By M. Anne Ballard and Stacie Maxwell
When it comes to self-storage phone sales, getting the phone to ring at your facility is only half the battle. Knowing how to sell your services once you answer each call is the other and most important half. Most self-storage operators are finding their phone volume declining as online activity and walk-ins increase, so they must make the most of each valuable call. Following are tips to improve your phone-sales skills as well as four key questions to ask every caller.
Be Focused, Active and Attentive
Before you answer the phone, remove your gum, chew your food, and swallow that drink. And smile! Callers can hear it in your voice. You need to take a split second, get focused on the call you’re about to receive, and let everything else go. Trust me—those other things will still be there when the call is over.
Engage and listen to your callers. When the phone rings, it’s easy to just regurgitate facts and information about your facility, such as pricing and features or services. However, by asking your customers the right questions, you get them to tell you about their situation; you learn their needs and can determine how your products or services can best help them. Never ask, “What size do you need?” as they often have no idea.
Asking the following pointed questions will help you determine how to sell your various sizes and amenities. Have a one-sheet phone or walk-in script at the ready. Take extensive notes from the questions and comments customers provide, and then use them to outline your benefits in a way that relates to each remark. Here are the four questions you should ask every prospective tenant: