Customizing Sales Techniques to the Customer
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If there is one thing I’ve learned about since my employment with PhoneSmart began, it’s that different customers – businesspeople, those evicted from their apartments, and family members of the recently incarcerated/deceased—need storage for profoundly different reasons. One of the tricks to successfully handling calls, I believe, is to adapt to the particular customer’s specific needs. In the case of a businessman calling on behalf of his boss, handling the price objection was as simple as reassuring him that our price is very much a product of our excellent security and amenities—additionally, that security is especially important when looking to store private (customer) information and documents. Needless to say, handling a call from a woman who had been evicted from her own apartment at the same time as her brother’s incarceration necessitated an entirely different sales approach. In this situation, I simply stressed convenience and peace-of-mind over the facility’s other features (although I didn’t ignore its other benefits and features, of course!). I informed the woman that I could empathize with her situation—that I understood the stress and confusion—and that I would recommend renting storage soon to avoid unnecessarily adding to the burden. After a bit more conversation, she began to agree with me (and ultimately she decided to reserve the unit). Thus, after a very short time with PhoneSmart, I have learned that versatility (perhaps empathy) and adaptability are two of the most important traits of a good telephone sales representative.
Written by John Morse
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