Five Agreements

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PhoneSmart phone reps strive to get an agreement from every potential storage renter in five different areas.  Getting these agreements accomplishes three different things in the shortest period of time:

1. It ensures that both the caller and the phone rep are talking about the same storage facility
2. It reinforces to the caller what all they get for their rental fee
3. It gets the caller into the habit of saying yes.

The first agreement is location.  It is always important to get the storage customer to agree that this location is convenient for them, whether it be close to home, or work, their child’s school, etc.  Location is the number one reason people give for choosing a particular storage facility.

The second agreement is timeframe.  Does the customer need a storage unit this weekend, or next year?  The answer to this question can determine both the availability and the price of a space.
 
Thirdly, we get an agreement on the actual unit size.  When a customer says they need a small unit, they may be thinking a 10×10, we may be thinking a 5×5.  And when describing unit sizes it is always a good a good idea to give the customer a visual that they can relate to, such as a 10×20 is the size of a one-car garage.
 
Fourth, we need to get the customer to agree to the importance of all of the amenities we provide. Things like,  the access controlled gate, so only customers get into the area, the extensive line of moving supplies to help with storage needs, 24 hour access, for better convenience, and so on.
 
Our fifth agreement of course is the price, with any available discounts.  Once this final agreement is made, we simply explain to the customer that we need to reserve that storage unit for them.  When done properly all the agreements, and the reservation, are made in just a few minutes! 

Written by: Ann Sheehan, call center guru

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