Secret Shopping Concerns

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I was evaluating a secret shopping call from a manager of an unnamed storage facility.  The manager asked the customer for their credit card number in order to reserve a space for them.  The caller said no a couple of times and told them that they did not have a credit card to give them.  The manager then told the caller,” Well, if you have a brother or someone that has a credit card, have them give me a call and I’ll reserve this space for you.”  The caller didn’t seem to appreciate that suggestion and the call quickly ended after that. 

When it comes to sales, most time there are goals that we must meet.  Sometimes those goals come from our corporate team, our office manager or sometimes, ourselves.  When it comes to customers, most of the time they come to us because they have needs or wants.  When we come in contact with the customer, which wins out, the need to hit our goals or their needs and/or wants?  Both have the chance.

We could have a great opportunity to hit the goals that we need to hit and satisfy the customer’s need.  Whether or not we talk to the customer on the phone or we wait for them to grace our doors each day, they come to us for help.  How we handle it from there is totally up to the sales associate. 

When a customer tells us no on something that we believe they should have, whether it fits their needs or personally makes us money, we try to overcome their objections.  Sometime we go too far with the concerns we receive because we don’t like to take no for an answer because of our personal or corporate goals.  Sometimes, we need to realize when it is the time to just accept no.  We don’t need to keep badgering the customer for minutes to get them to change their minds.  When overcoming objections, we should all just take a moment and think about why we are doing what we are doing.  One, maybe two objections should be the max a sales person should try to overcome.  If you go too far to achieve your goals, you might loose out on a loyal self storage customer. 

PhoneSmart your offsite sales force call center located in Columbia, Missouri.

Joel Little, Experienced Sales Person and business blog writer.

Thanks for reading our secret shopping blog, an inside peek into the mystery shopping and secret shopping industry.

Your local self storage unit provider in 11510 N. Main, Kansas City, MO. 64155

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