As with most industries, the self storage industry relies on sales as a critical component of self storage occupancy and revenue, and therefore success. Self-storage operators and managers must be consummate salespeople, clearly explaining their facilities’ features and benefits, building value, responding to customer objections and successfully closing the sale. There is nothing more effective to reaching out and making a connection with the customer than the old-fashioned phone call.
The basic phone call is the most popular way for potential tenants to reach you. E-mail is fast becoming a popular runner-up, but there is some luxury rewarded to the e-mail in that there is built-in time to contemplate and craft an e-mail response. On the phone, you must be quick-thinking, polished, to-the-point and ready to close the deal.
In all cases, whether contact be by phone, e-mail or online, the self-storage operator or manager should be courteous, professional and helpful when dealing with tenants and prospective customers. In an upcoming webinar entitled, “Powerful and Practical Phone Skills,” on May 24 from 10 a.m. to 11:15 a.m., Carol Krendl, owner of SkilCheck Services, Inc. , will discuss how to reach the optimum goal while on the phone with a prospective client – getting them in the door and renting a unit. The following issues will be covered:
• Learn to organize and prioritize your phone sales presentation
• Acquire storage selling methods that encourage prospects to rent
• Gain confidence in handling the dreaded “How much is a 10’ x 10’?”
• Understand how to sound less “scripted” on your calls.
• Listen to actual sales calls and hear just what to say and what not to say.
According to experts, there are five basic steps when using a telephone: 1) greeting the customer, 2) inquiry questions, 3) counseling by relating sales advantages, 4) invitation to rent, 5) the close. In each step a salesman needs to have additional selling skills: Being a ‘people person,’ presence, relating, questioning, listening, positioning, and checking. These skills determine selling strength and flexibility. Utilizing these skills are important during the sales process as you greet the customer, find needs, determine the appropriate size, resolve any objections, and close. Mastering these skills will help a self storage operator become an outstanding salesperson and a valued consultant to their customer.
This live event is sponsored by the Texas Self Storage Association (TSSA) and is part of the 2011 TSSA Storage Education Series. Krendl has been involved with the self storage industry since 1984. She currently serves as vice president of the California Self Storage Association. SkilCheck provides services for the self storage operators including mystery shopping, manager background checks, manager training, employment evaluations and more. Krendl began her career as a trainer for National Self Storage and developed the curriculum for the first training school in the industry. She has traveled around the world educating managers and others in the self-storage industry, and is the author of 12 industry manuals. She has also developed and managed over 200 properties in nine different states.
Sources Used:
“Powerful and Practical Phone Skills.” Texas Self Storage Association. April, 2011.
Gonzalez, Tony. “Webinar Focuses on Developing and Mastering Telephone Sales Skills.” Self Storage Industry News. March 18, 2011.