Take lots of notes during each call so you can touch on key points throughout the conversation and provide a customized service experience. Get names and contact information, including e-mail. Making your customer feel welcomed and being the local friendly expert on all things storage-related will make callers more comfortable and build a sense of trust in your professional expertise.
Close With a Bang
Once you’ve determined your caller’s needs and discussed all the ways in which your facility is the right choice for him, ask if he’d like to reserve a unit or make an appointment to tour the facility. The goal is to get the customer to the facility or get a reservation, not just give your prices and hang up. If you’re just giving pricing, you’re missing a big opportunity and only giving the caller a tiny percentage of the information he needs to make an informed decision.
When it comes to phone sales, be prepared with a script, uncover your customer’s needs, then show him how your facility will fill them. You’ll find improving your phone-sales skills will also improve your closing ratio and increase your facility’s occupancy and revenue.
M. Anne Ballard is owner and founder of Atlanta-based Universal Management Co., a full-service management and consulting company serving self-storage businesses worldwide. Ballard is a frequent speaker at national and international conferences, and author of The Hat Lady Speaks, which focuses on self-storage marketing and management. Stacie Maxwell is Universal’s director of marketing and communications. With more than eight years of industry experience, she is responsible for the company’s branding, design and marketing. For more information, call 770.801.1888; visit www.universalmanagementcompany.com.