Keep selling…

Customer service with a touch of sales

Your confidence level could make or break a call. Either you’ll leave the customers feeling like they’re ready to complete the transaction, (as long as everything else goes well… pricing, location, etc) or you’ll leave the customers just plain confused and uncertain about completing the transaction with your company. The more knowledge you have about what you’re doing the more confidence you’ll have when dealing with the customer… and it shows.

Here’s a few suggestions that you may want to implement into your training.

You normally would find one of 3 different types of rental inquiry callers:
 “I’m not quite sure and I have no idea what I’m looking for. Can you please help me?”
 “You don’t need to tell me anything I’m not asking you.”
 “I think if you simply answer my questions without first finding out a few things, then you’re not helping me to the best of your ability. “

If the 1st question a customer asks is “how much are your units?” What ever you do, do NOT simply answer their question. Why? Because you don’t have enough information to ensure that you are giving the caller the right information. Of course you’ll have callers who may get frustrated at first because they don’t understand why you didn’t give them the answer they were seeking. So in any case, always explain yourself.

Ever been to a doctor/dentist who simply said “time for your check up” and starting probing and prodding without ever explaining what they were doing? How did you feel? Confused? Concerned? Wondered what in the world are they are doing? Not such a good feeling.

Even though you want the caller to play by your rules, you definitely want to explain what you’re doing and why you are asking certain questions to help the caller feel more at ease.
Example:
 “Well, let me ask you a couple of questions first so I can make sure I give you the correct information, o.k.?”
 “How long are you renting for so I can see if I can get you an extra discount?”
 “How soon do you need a unit so I can see what’s available?”

Practice answering questions with a question to help get the ball back in your court and keep the flow of the call moving. You don’t want to lose the caller because you gave them all of the information they were seeking before you could get the information that you needed to make sure you helped them to the best of your ability. Remember, any question will do, so long as it relates to their question.

Example:
Caller asks “Do you have any specials?”
Try… “How long are you renting for so I can see what type of specials we have?”
During the conversation, you want to get as much information as you can.

Even if you answer a customer’s question, counteract with another a question behind it… like tennis. Keep it going, if you don’t, game’s over!

Think of it as “give and take”. Good interaction with your customers is key for Great customer service with a touch of sales.

Have a great day!

Robin

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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