Let us explain what we mean by the last line above. Some of us decide not to tell the caller about any additional costs there are to rent such as a lock, admin costs, etc, until they come down to the facility. The customer does not deserve that. If they come down ready to move all of their belongings and bring enough money to cover their unit and tax, they will not be too pleased to pay more than what was quoted on the phone. It is our job as mini storage sales representatives to ensure the caller knows what they are paying for, or any extras they need, before they rent with you. You can maintain that great relationship with the caller if you do so and potentially more units sold.

Trying to get the caller to reserve a space with a credit card, could be handled differently than most property owners hear. Instead of just offering to have the space held, tell the caller why they benefit from giving you their credit card. With mini storage, a customer can understand limited availability or ensuring that they get the great special that was offered. They will not enjoy the fact that you are pressuring them to give you their credit card with no tie in as to why they should give it to you. Would you just give you credit card to a person that says you can hold this space if you give me your credit card? In that statement, it is believed that you have many spaces so we do not need to give them our credit card over the phone. Now saying something like, We are limited in our space that we have. It would benefit you have a space reserved in order guarantee the space will be here when arrive to store. The way to do that is to use your credit card to hold it. The second way did not pressure the customer at all. It simply explained to the caller that it would benefit them to have a space held. In mini storage, show the caller some value when asking for their credit card. For some people, their credit card is their identity.

In mini storage, we are here to help the customers that call or come into our building. Take the time to treat them, as you want to be treated. Ease off the gas a little, do not pressure them and develop a relationship to take care of their needs. Do not surprise them with extra costs, as you would not like to be. Take care of them now and they will refer people to your facility or rent with you for a long time.

Shopping

Pennsylvania Car Storage

Dania Beach Storage

July 2006 Total Quality Assurance Service Blog Archive

Boat Storage Revisited

Self Storage Article Directory – Furniture Storage

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

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Our new hires go through an extensive training session that usually lasts their first two weeks with the company. By the end of the two weeks, the basic foundation of how to sell self storage is formed. They learn how to recommend a size, where to look on the store screen for different information, new terminology that is appropriate for the industry, how to ask for the reservation (or sale), and how to utilize sales tools such as move-in specials to get a reservation. At this point enough role plays (acting out a call with two people) have been performed that the next step is to get our new hires on the phone.

The next two weeks of the new hires’ first month are spent practicing with live callers. As there are only so many situations you can role play, nothing is better than hands-on-learning with live callers (After all these are people who can actually say no if given the opportunity. Role plays, however are typically easy sells). This puts the new hire in direct contact with the self storage audience they will be selling to for the remainder of the their employment. Patience plays a key role in this stage of the learning cycle, as not every caller is the same. Some callers can be difficult, some are a pleasure to work with, while others still are just plain mean.

Regardless of the type of call our new hire is dealing with, the practice of looking at the store screen for important information, pacing the speed of delivery, and determining the needs of the caller are all imperative for creating the vine-ripened self storage representative. Then after a few months of being on the phones, they can be expected to be pros at several different scenarios, suggesting two 10×10 units when 10×20 self storage units are sold out, recommending a drive up unit when outside parking is sold out, or even promoting climate controlled self storage units for facilities especially affected by inclement weather.

It is true that some of our representatives are natural born salespeople, and we are glad they work for us. They would be capable of selling anything in any industry. But even these naturals have to be educated to an extent about self storage in order to be proficient in this industry. Basically they can’t sell it if they don’t know the benefits to give to customers, how move-in specials work, what kind of qualifying questions to ask, etc. But by being knowledgeable, well rehearsed, and patient, they have been able to be successful.

Pennsylvania Storage Units

ABC Self Storage

Bowling Green location, 1628 Campbell Ln, Bowling Green, KY 42104

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

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• Our job is to help you
• Let StorageMart show you the right way to
•  We make an effort to
• The answer to all of your storage needs
• We offer a full range of
•  We cater to
•  We make it easier to
•  At StorageMart, we do all that and more
• Professional advice
• The solution to your moving, storage and packing needs
• We work harder to make it happen for you
• Each of our managers is hand picked
• Our friendly staff is ready to assist you
• Your self storage manager takes the time and effort to
• Your self storage manager makes himself/herself available
• Sound advice on how to

By including one or two of these phrases into your sales pitch, you can help the customer understand that you are there to help them receive the best customer service possible. Talk to the potential customer like a friend; help them figure out their self storage needs and give them a good self storage rate. Treat the customer like you would want to be treated and you will have a customer for life (or at least a great referral).

Written and compiled by Natalie Thomas, TQAS executive.

Self Storage 

Self Storage Article Directory 

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Price stall number one: Let me pull up my price screen; and while that’s loading, let me tell you a little bit about us. Now how soon did you say you were going to need something? Oh, okay, great! And do you know where we’re located over on 5th Street? Okay, well then you know we’re a really great place to store because we’ve got this convenience and that convenience. Sounds like it’s a convenient place to store, doesn’t it? And we’ve also got this security feature and that security feature, which means we take security very serious. And after all, you do too, don’t you?

Wow! Before you know it, you’ve already got three agreements out of the way, and you haven’t even talked about size, and you still haven’t given the price, and the caller is perfectly fine with it because your price screen is pulling up. And now up comes your price screen. You can talk about size, figure out price, and set a time to get the caller in the store. Few people will argue with this price stall, because they do not assume you know every price off the top of your head. Customers understand that it takes a minute to load a computer screen.

Written by Tron Jordheim

Thanks for reading our self storage blog. We offer call center, sales training and quality assurance to the self storage industry.

65803 Self Storage

Rent storage at 8195 Jumpers Hold Rd, Pasadena, MD 21122

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Everyone is different in the world and different in their storage needs. I believe it is good to have basic questions to ask and ensure that you cover in the presentation, but you have to make the presentation more adaptable. I sometimes hear manager ask the caller what is most important to them. When I hear that question, it’s most often said in the close of the call, after the caller has raised some objection. Wouldn’t be easier to close the sale if you knew which factors are important to them and spend the rest of the sale accommodating those needs? You could ask this powerful question early in the conversation, while you’re building a self storage quote, in order to build even more rapport with the caller.

When picking up the phone to assist customers with their self storage needs, take the time to figure out what makes them different.  Whether location is the deciding factor on renting from you or the gate hours, find out early and use it to your benefit. What makes you different? Are you the same as your brother, sister, or best friend in what your needs are? Of course the answer should be no. Treat each customer differently and find out which one of their needs is different than the previous customer. Not all customers want to hear a list about how many amenities you have or if you have a free truck. Just one simple question would grossly improve your close rate, What is important to you when you are shopping for self storage? From there, it is all in your hands.

Joel Little, Experience Manager

Thanks for reading our self storage blog and inside view of the self storage industry.

33130 Self Storage

Rent self storage at 17705 W. Washington, Hagerstown, MD 21740

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Okay, now you know I have a pool, but that isn’t a very exciting statement. How do you know it’s not an icky, green-algae infested pool or just a small kiddie pool?

I have an inground, heated pool complete with waterfall and a hot tub in the corner. It gets the perfect mixture of shade from the palm trees and sunlight so you can get the perfect tan. And on Saturday’s a lovely gentleman cleans the pool and serves drinks to us.

Okay, now you know a lot about my pool. You want to be in it and swim, especially on Saturdays. If you were to drive by another pool, you’d automatically be comparing it to mine.

Can you see how the first statement and the second differ? The first, I have a pool, is how most self storage managers sell their amenities. I have an access controlled gate, we have on-site managers and so on; these are commonly heard. However, to the average American who hasn’t managed a self storage facility, those words are foreign. They hear them and know you must be saying something but they can’t quite make it out.

In the second description of my pool, I painted a picture; I let my reader know how the pool will benefit them. This is an example of how a self storage manager should sell their amenities.

We have an access controlled gate, so that only tenants can enter the property. I live on-site and keep the property safe. We have climate controlled storage to protect your belongings from humidity. We sell moving supplies for your convenience so that you only have to make one trip. Statements like these will lead your customers to compare everyone else to you. This will lead customers in your door.

Written by Sarah Little, TQA Account Executive
The sad truth is that my pool is currently hanging over the side of my porch to dry out because we had to empty it for the sixth time this summer to get the grime out. It’s just a two foot tall kiddie pool; that wouldn’t have worked very well for my demonstration.

Thanks for reading our self storage blog. We offer an inside view of the self storage industry.

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Rent storage at 5801 Reisterstown Town Rd, Baltimore, MD 21215

66103 Self Storage

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I was talking to one of our clients recently who was telling me about how the chuckle rule had helped him make a rental. He had someone walk into the store, and they had shared a few laughs. The potential customer told our client he was not ready to rent anything yet and started to walk out the door. Our client, the store manager said, Oh, come on now, you know you’re going to need it Saturday. Isn’t the best thing to just get it today and start getting organized before Saturday? And the guy turned around and said, Yeah, you’re probably right. Okay. Not the most sophisticated close in the world, but it worked because he had shared a few chuckles and had established some rapport. He didn’t have to be particularly smooth when he tried one more time to get the rental. He just had to try. The chuckle rule is a powerful technique.

Shared by Tron Jordheim, Director of PhoneSmart.

Thanks for visiting our self storage blog, a daily blog of the self storage, shoe storage, boat storage and car storage industry.

Storage available at 255 Exterior St, Bronx, NY 10451

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33027 Self Storage

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Would you agree that it’s better to have a sales-savvy staff than to not have a sales savvy staff? Okay, great. That is the jumping off point. Call it strategy; call it philosophy; call it keeping up with your competition. If you believe you should have a sales culture then it will be worth creating a sales culture. 

Excerpt from Tron Jordheim’s, Selling Self Storage. Our blogs will regularly feature ideas, tips, stories about the self storage, property management and secret shopping industry. Stay tuned for Tron’s next installment on How to Sell Self Storage.

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Storage available at 4615 National Park Hwy, Carlsbad, NM 88220

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Self Storage Owner — Where Self Storage Owners meet Self Storage Customers

33040 Self Storage

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Self storage developers spend lots of money to research locations that will fit into current areas of the population that will be utilized. Gone are the days of, build it and they will rent so companies are relying heavily on population, saturation, competition and accessibility to have successful self storage properties.

Written by Natalie Thomas, TQAS executive.

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Storage available at 3715 Horseshoe Lake. Rd. Pontoon Bch 62040

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78728 Self Storage

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1. The Order Blank Close - We simply ask the caller questions until they stop us. What is your name? address? phone number? etc.
   
2. Assumptive Close - Instead of asking the caller if they want to reserve a unit, we just assume that they want to and continue with the reservation.
   • Avoid: Do you want me to hold this unit for you? 
   • Instead: I will go ahead and hold this unit. (Then proceed with the Order Blank Close.)
3. Alternate Choice Close - We close the sale by giving the caller choices.  Do you want to come in on Friday or Saturday? Will you be using Visa or MasterCard?
   
4. Limited Availability - Stressing the limited number of units available builds a sense of urgency with the caller.  Even if there are 250 open units, the number is still limited!

The close is a very important part of any sale. Determining a customer’s needs and selling the store is only half of the process. Completing the sale with the proper close ensures that this caller will become your newest tenant.  

Written by Ann Sheehan

Thanks for reading our self storage business blog, a diary of life in a self storage call center.

Rent storage at 100 W North Ave, Lombard, IL 60148   

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78251 Self Storage

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

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So why then do self storage owners and operators not completely believe me when I tell them how important it is that their facility managers get agreement on convenience of location? After evaluating self storage calls, making mystery shops, answering for our self storage call center and creating a manual on how to sell self storage, I know that a convenient location matters more than anything else does.

In our secret shopping department, the thing most often missed by self storage managers is getting agreement on the convenience of the location. It’s important not to confuse these two phrases: Do you know where I’m located? and Is this a convenient location for you?

We can never assume that the customer will put 2 and 2 together. They shouldn’t have to; we should do it for them. So asking me if I know where you are does not mean I think it’s convenient. For example, I know where Wal-Mart is but that doesn’t mean I enjoy the traffic as I’m turning left into their parking lot only to then play a huge waiting game for a semi-close parking space.

However, even a busy location can have a positive light put on it. You could say something like, We’re centrally located right off of Hwy 54, next to Taco Bell and the Ford dealer so it’s very convenient for our customers. Now, Wal-Mart seems convenient because it’s right next to other places I may go.

Every location has some spin on convenience. After all, you paid for a building and some land, but your investment is in that location. Why not make it your biggest asset when selling self storage to your customers? Here are some phrases you can use to build value in the convenience of your location:

• We are conveniently located across from (a popular landmark, restaurant, or shopping center)
• We are centrally located on 24th Ave and 42nd St, which allows easy access from all sides of town.
• We’re just off the highway to the lake, so you can get your jetski out of boat storage and be on your way.
• Is this a convenient location for you?
• What is the best location for you? Our store at 12 Main St. or 4800 Buckingham Palace Dr.?

Gaining agreement on convenience early in the call will give you leverage to overcome any objections at the close of the sale. Do customers really want to drive ten minutes out of the way to save $10? Most likely not.

Written by Sarah Little, TQA Account Executive

Thanks for reading our self storage blog. We offer call center, sales training and secret shopping to the self storage industry.

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Rent storage at 1891 N Columbia St, Milledgeville, GA 31061

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In the self storage industry, we cannot offer the caller to test drive the self storage but we can certainly invite them to the facility for a site visit and they can see the great amenities that go along with the self storage.  Let’s all be car salesmen in our jobs that include any part of sales.

Written by Angela Perry

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Rent storage at 4400 S. 13th St, Milwaukee, WI 53221

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Now in reality, you can’t sell anyone anything, but you can help people talk themselves into renting form you .

If you share a smile with them at the very beginning of your conversation so they relax and enjoy talking with you.

If you ask good discovery questions so you know what they are thinking about.

If you can find out what their concerns are so you can assure them StorageMart is a good choice,

And

If you ask for the reservation, the rental or the appointment.

If they don’t say yes the first time you ask, then ask a few more good questions, assure them again that they are making a good choice and ask for the rental again.

Because it is not enough to be friendly and helpful.

You also have to be a little confident and persistent and ask for the rental.

People don’t feel like wasting a lot of time and energy shopping around for a storage unit. Help them cross Find storage off of their to-do lists and get them into a storage place they will be happy with.

Ask them to rent from you!

Written by Tron Jordheim, Director of PhoneSmart and business blog writer.

Thanks for reading our self storage blog, a blog that explores self storage, sales techniques and more.

Rent self storage at 200 King Rd, Westchester, PA 19380

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Get your self storage blog posted here. Contact Sarah Little about how to get your blog posted.

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I don’t need a unit until next month.
Since we are running a dollar move in special now, you should go ahead and get the unit ASAP.  This way you can take advantage of the special, you will know you definitely have a unit, and you can start moving things in a little at a time!

I’m still shopping around.
We encourage you to shop around!  I know you will find we have a great value for the area.  Just make sure you compare apples to apples.  A storage facility in the middle of a cow pasture without any fencing or lighting may cost less than us, but we give you the piece of mind that your things are safe with us! 

That is way too expensive.  Last time I rented a unit it was only $9.95!
How long ago did you rent a unit?  Unfortunately, just like the price of gasoline, housing, college, etc. the price of everything has gone up over the years.  But I am sure you will find we have a very competitive price for the area.

Written by Ann Sheehan

Thanks for reading our self storage blog. We can sell self storage for you.

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Rent self storage at Rte. 611, Delaware Water Gap, PA 18327

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When working in a call center, you should remember that everyone is different so you should explain size in a matter that everyone would understand. Most of our employees would compare the size of a unit to a house. For example, the size of a 5×10 is like a large closet or a 5×15 is like a large walk-in closet, which is also equal to 132 standard boxes, etc. I would be able to understand that a lot better than being told to look at the corner and go six feet. You should also make sure that the customer understands what you are explaining.  The better the customer understands, the better the chance to get a reservation.

Written by Amy Ivy

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Rent self storage at 2310 Paris Rd, Columbia, MO 65202

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Written by: Cathy Ligon, Outbound Call Center Representative

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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

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

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Written by: Julio Montes, PhoneSmart Supervisor.

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Selling your home? Self storage at 5979 Butterfield Rd, Hillside, IL 60162 will make your profit and home look larger.

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In our February training session Tron Jordheim, Director of Operations asked us to suggest goals for the group.  Make more money was the number one (1) response.  How do we accomplish that goal?

First, by being friendly and energetic.  I spoke with a caller today who was looking for a good deal on a 5 x 10 storage unit.  She had called a self storage company in her area that we do not answer for.  Even though our 5 x 10 was a bit more and we did not offer the first full month for one dollar, she related that the manager was rude, and nasty.  She said that she would not store there if it were free.  I put on my best sparkle for her and she will now be renting at our client’s store.

Next, it is important to be knowledgeable.  When we open the screen there is a wealth of information for us.  We need to be able to quickly scan for information specific to that company.  There are several companies with very detailed information that does not apply to anyone else.  For example, when taking address information for Canadian callers it is necessary to put the postal code in the manager notes, as there is no zip code.  We also need to be confident about suggesting a size and selling the store.  The other day I was making Secret Shop calls and a store manager advised me that I would need a 10 x 20 to hold a small dresser and a queen size bed when a 5 x 10 would take care of everything.

If you do not have a call center to take your missed calls, you may be losing a lot of revenue.  Let us turn your missed calls into profit and make more money for all of us.

Written by Kay Johnson PhoneSmart Call Center old timer

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Need Storage in LA? 12901 Culver Blvd, Los Angeles-Marina, CA 90066 

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We received a call from this particular self storage client this morning regarding their account and they stated that they were extremely satisfied with our service. They went on to that that since the start of using our service they had not received any complaints and as a matter of fact, numerous customers asked by name for the original sales rep that they spoke to over the phone (our sales reps here in the call center).  Meaning that they each thought our reps were actual store employees.

Only when a telephone sales rep is that good, does this happen.  We don’t tell customers that we are at the store, because when someone thinks of a “sales person”, they typically think of the stereotypical “car salesman” type– aggressive and pushy.

But that’s not what it’s about.  It’s about excellent customer service, being sincere and caring about what your customers’ needs are and having the knowledge and confidence to give them what they need in order to fill their needs. These are some of the sales techniques that we live by.

Written by: Robin Turner, Call Center Manager.

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PhoneSmart is your offsite sales force and call center in Columbia, Missouri.

Looking for storage? 111 Cedar St, New Rochelle, NY 10801 has a unit for you.

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We receive calls from many really nice people.  There are, however, some callers who are just not ready to receive kindness or to respond to us with anything but nearly blind rage.  Maybe it is not as beautiful and pleasant where they are, as it is here, or perhaps they are living a life of not so “quiet desperation”.  We have the advantage of distance and of the wonderful training program in the call center.

Our training allows us to give accurate information on each storage facility and equips us to serve by reserving units.  We are proficient in helping a caller determine a size that will  be adequate for their storage needs and guide them to a decision.  We also have the benefit of training and support from trainers and supervisors when dealing with a testy or difficult caller.

Many times the caller is in a stressful situation and resistant to the kindness and professionalism we offer to them.  It often feels like a personal attack and we must overcome the impulse to go into defensive mode.  We must try to stay in control of the call even if that means just remaining silent until the caller has run though the litany of complaints and anger.  If you try to interrupt or even to answer it only fuels the fire.  It may take what seems like a long time for them to get it all out, but when they have exhausted themselves then you can come back in and restate what you heard to be the primary reason for the unhappiness.  Then you can offer solutions.

It has always been hard for me to understand why people get so upset about self storage.  Our Director of operations, Tron Jordheim, told me “they want what they want when they want it.”  I suppose that is the absolute truth.  I try my best to be patient and offer kindness in the face of the anger but sometimes I have to get up and walk it off.  It does however seem like a bit of a victory when they do not know that they have upset me. 

Killing angry people with kindness is a wonderful sales technique.  Today, I managed to get a credit card reservation from a woman who called in and was so angry she was nearly incoherent.  I counted it as a victory.

Written by Kay Johnson, PhoneSmart Call Center old timer.

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Find the best storage unit to meet your needs at 184-02 Jamaica Ave, Hollis, NY 11423

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Reservations are meant to create a sense of commitment as I mentioned, and along with commitment comes a sense of ownership.  By putting the reservation through, the customer in a sense feels a sense of ownership for the space and that brings them in to the office to finalize everything.  The word “cancel” disassociates ownership and hinders the sales process.  There is no ownership and the customer may still continue to inquire about storage with different facilities.  In essence they are looking for a reason to cancel that reservation by finding something better, closer, even cheaper.  So with a non-prepay situation then, we should put the emphasis on not charging the card and not at how easy it is to cancel the reservation.  It’s a win/win situation: the customer doesn’t feel like they had to pay extra and you get commitment without having to charge the card.  This is an excellent sales technique and can help create a sales increase for our client store.

Written by Julio Montes, evening supervisor.

Thank you for visiting the PhoneSmart call center blog.  We offer an insider view of the self storage industry

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

Self Storage is just around the corner at 10401 Rhode Isle. Ave, Beltsville College Pk, MD 20705

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

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