Overcoming Concerns

I need to talk with my ________!

It happens at least once during any shift.  A call comes in to the call center and you are getting all of the agreements from the caller necessary to reserve a storage unit, they will need it right away, the location is convenient, the size is right, the security is perfect, the price is good, you can just feel that credit card slipping out of the wallet and when you ask for it they suddenly remember that they are only calling for or need to check with a sister, brother, mother, son, daughter, next door neighbor, the Munsters, Mr. Ed, or the President of the Untied States.

No matter how carefully you try to qualify them, you can be blindsided by this response.  You then must try to decide if this is the truth or a careful dodge to get off the phone. There may still be a way to get the reservation.

First, you could ask if they have the authority to make the decision.  If the answer is yes then it may take some probing questions to find out what concern is impeding the reservation. It may be fear of commitment or price.  This would be an opportunity to go back through the features and benefits to reinforce the value of renting at the storage facility.

If they are still hesitant or resistant you might ask them if they you really need self storage.  When the answer is yes, you can then stress limited availability.  If that doesn’t work then try this sales technique: ask the caller what is most important to them about a storage unit.

As a last resort you might ask for the phone number of the person they are calling for and let them know you will call so they won’t have to repeat all of that information?”

If that fails, then you might consider a gentle retreat and take the caller’s information for a Hot Lead so that the manager of the storage business could have an opportunity to rent to them.

Written by Kay Johnson, PhoneSmart call center reservations specialist

Thank you for visiting our storage business blog, an insider diary of the self storage industry.

We are PhoneSmart your off site sales force call center in Columbia, Missouri.

Rent self storage at 2727 Shermer Rd, Northbrook, IL 60062

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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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