I Need To Check With My Spouse

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One of those concerns that most reps are uncomfortable with is; I need to check with my husband first.  I remember when I first started working here at PhoneSmart in the Call Center and how uncomfortable I was with trying to overcome that objection. You have to go with the comfort level of your caller, and not by your comfort level.  It took a little bit of getting used to.

If you don’t overcome that feeling with reasons why you shouldn’t be uncomfortable, then you’ll never overcome that insecurity and you’ll lose each and every person who says they need to check with their spouse. It can be overcome if you’re sincere with your caller and you care about them.  If you don’t, then you’ll let that caller slip by.  When you’re uncomfortable with it, it’s simply because you haven’t understood yourself, why it’s important for them to reserve now.

Instead of thinking I can’t interfere with their personal life.  You should be asking yourself, why wouldn’t I want to help this caller understand the importance of reserving now, and not waiting until it’s too late? In the self storage and property management world, if you think that reserving a unit for someone who truly needs storage is a bad thing, then how will you feel when that caller calls back and nothing is available for them, because you didn’t explain the importance or stress to them how urgent it was to reserve during the first call? 

It’s simple to explain to the caller, without much effort on your part.  You just need the right choice of words, the right attitude, which can only be a sincere one otherwise you’re not going to help them.  Statements that would include such words as limited, if you definitely need it, it could be gone and it’s only. Some may think of this as a sales technique, but those are also the people who think that sales people get over on their customers, instead of seeing it as helping them. 

Written by Robin Turner, PhoneSmart Call Center Manager and business blog writer.

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