Active Listening

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In previous blog, I have mentioned that listening is a big part of any sales or customer service position, in fact listening is a big part of the communication process as a whole. Listening is also a big part of the self storage industry.

I have been training employees in self storage now for about two weeks. One of the tings that I try to tell the new hires is that listening is a big part of the job. You have to be able to multitask while you are listening. A good gauge to tell whether or not you are listening to the customer or not is if customers have to repeat themselves. A good sales technique I try to teach them is to acknowledge the question or statement. For example, sometimes customers call in and ask what is the largest unit available. A good way to acknowledge the question is to say, “Sure I can help you with that.” That’s a way of acknowledging their question without ignoring it completely. Another way to be a good active listener is to repeat the information or question that was asked to you. For example, you would repeat the information that a customer is seeking. “So, you said that you need to speak with the manager to pay your bill is that correct?” Writing information down is a good way to remember things as well. I steer trainees away from writing too much down because it distracts them from actually listening to what the caller is saying. These kinds of tips will help you be a more active listener to the caller.

By Ronald Smith. PhoneSmart Trainer

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

Find storage at 23 W. Mead, Yakima, WA 98188

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