Overcoming Concerns

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I just need information.

These callers can be tricky.  Many of them really need a storage unit but are uncertain about what is involved in self storage. They can also be afraid that they are about to encounter a fast talking, slick as an eel, high pressure salesman who is going to sell them something they don’t want.  The best approach with such callers is calm professionalism and probing questions to discover how you can best serve them.  If the caller has never rented before or it has been quite some time since the last rental they might not be current with self storage trends and may experience sticker shock.  If they indicate that the price is too high it may be wise to go back through the features and give benefits.  If there is still a reluctance to move forward you might ask them what is most important to them i.e. convenience of location or security.
 
If you are still unable to get a clear picture of what is holding them back it is probably the price.  They may indicate that they are calling around and want to check with other places.  This would be a good cue to ask if we are the first place they have called.  If they respond that they have called other places, a good follow up question would be “how do we stack up?”  If they indicate that our price is higher a direct question, “What did you expect to pay for storage”?  Can re-open a dialogue?  In fact this may be your most valuable question.  It could be that the difference between the price and what they will pay is only a few dollars.  You may not have a special offer or anyway to get them that price but if you take the Hot Lead the local manager may be able to work with them.

It is most important not to give up too quickly. You do, after all, have a value to offer and it does the caller no service if you do not actively offer that value.

Written by Kay Johnson, PhoneSmart call center operator

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