Common Pitfalls I

I have taken well over 1000 calls since I have been at the PhoneSmart call center. Since taking calls in the self storage business, I have noticed several trends among callers. I have noticed that callers have several reasons as to why they can’t reserve a unit at the current time.

The most common reason I found while taking calls is, “I’m checking with my spouse.” Now there is the standard way if working around this objection, which is to ask if they have already discussed storage with their significant other. You can also take the time to re-sell the property. Let them know of the other things such as no deposits, no admin fees something that will set your facility apart from the others.

The other most common type of caller I found is the one who is shopping around or calling for someone else. They are a little harder to deal with. Now of course you can do the standard rebuttal. “How do we compare so far?” Sometimes they will answer with, “I found a cheaper price.” If they do, make sure to emphasize the benefits of the facility. For example, stress climate control vs. standard or the security features. That would also be a good time to stress comparing the site. Finally, you can also take the chance to kind of bash the competition. Tell the customer to listen for these security features. Tell them if they don’t mention those features, then they don’t have them. These things will help you increase sales and increase traffic flow in your store.