Over Kill

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How long is your average presentation for a customer who has never rented before?  How about someone who has?  Have you ever timed yourself to see how long it takes you to educate your self storage caller?  Now depending upon the caller you have and the situation, it may differ slightly. 
 
The average caller should take you about 5 minutes (this includes getting the reservation).  If it’s someone who has questions and maybe even hesitant about getting storage could range between 7-8 minutes.  The more difficult callers could keep you on the phone for about 9-10 minutes.  The more rare callers who reserve instantly could range in the less than 5 minute range and the callers who won’t let you off the phone could range in the above 11 minutes range. 
 
If you average 10 minutes or higher on every call, then you need to evaluate yourself.  Are you giving too much information or spending too much time wrapping up the call? It’s probably time to change your sales techniques if you’re spending too much time with them. You could possibly lose the interest of your caller.  Listen to your caller and see if you have their attention.  If not, why?  Talk about something different and re-capture their attention.  Then quickly move on to keep the flow of the call moving towards the close of the call.
 
I’m not saying that you shouldn’t ever be on the phone longer than 10 minutes, but I am saying that you shouldn’t constantly average 10-15 minutes per call.  Give yourself a goal by averaging about 5-7 minutes maximum on your calls.  Do this by breaking down the most important details that need to be told in order to gain interest and get them into your store.  And go from there.

Written by Robin Turner call center manager.

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We are PhoneSmart your off site sales force call center in Columbia, Missouri.

Your local self storage unit provider in 9220 W. 135th St. Overland Park, KS. 66221

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