How Do Your Managers Close The Sale?

When a mystery shopper is using the telephone to critique a sales rep there are certain things that they are looking for in the evaluation. This is true whether the client is selling self storage or any other item or service.

A very important part of any sales call a mystery shopper is paying attention to is the Close.  Because the sales rep is unable to see the look on a customers face or observe the customers body language, then they must rely on what a customer says.   Helping the customer along is a sign of a good call, and will receive positive marks from any mystery shopper.

During the telephone call, the mystery shopper knows a good sales rep will control the call in a positive manner.  Even if the customer gets off track a bit, the sales person is able to reel them in and take back control.  During the Close the sales rep wants to be sure to offer the customer two choices.  Did they want the self storage unit that is upstairs or on the ground level?  Did they need the climate controlled space, or will a regular unit be okay?  Did they want to come into the office on Saturday morning or afternoon?  Giving the customer choices will let them feel involved in the decision making, while at the same time getting a commitment.

The mystery shopper will make certain the sales rep always asks the customer for a name and phone number.  This helps to build a better rapport, and the information is useful for future follow up.

The mystery shopper is taking note that the sales rep creates a sense of urgency.  There are only a few 10×10 units available or, this is the last 5×10 storage unit that is open.  Creating a sense of urgency will let the customer know they need to make a decision now, as opposed to next week.  Otherwise, they may not get the size unit they need.

The mystery shopper is listening to make sure the sales rep uses this sense of urgency to encourage the customer to reserve a storage space with a credit card.  The mystery shopper knows the customer is far more likely to actually go to the location and rent a storage unit if there is a sense of obligation, thus the reservation.

If the caller is unable to reserve a unit, then the mystery shopper is noticing if the sales rep invites the customer for a site visit.  Pinning down the customer to a day and time will again make it more likely that the customer will go to the facility and rent a unit.

An important thing the mystery shopper is listening for is that the sales rep attempts to overcome any objections the customer may have.  A customer claiming they need to speak to their spouse before committing to anything is probably just making an excuse, and trying to take the easy way out.  Suggesting to the customer that their spouse will probably be pleased that they no longer have to be concerned with finding a storage unit will usually earn bonus points from a mystery shopper.  It is a good rule of thumb to only attempt to overcome a customers objection three times.  Any more, and the sales rep will appear too pushy.

A mystery shopper pays a good deal of attention as to how a sales rep handles the Close of any call.  This is because the mystery shopper knows that a good Close can often be the difference between an actual sale, and just another phone call.

Hermitage location, 3986 Central Pike, Hermitage, TN 37067

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

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