The 5 Agreements And Secret Shopping

This week at the PhoneSmart call center I was trained on taking incoming calls. During this time I learned about the five agreements. The five agreements are convenience of location, timeframe, security, size, and price. I think that each one of these agreements is important in each call.
Convenience is important because if the caller does not know where you are located, then how can they come to your store to look at your storage units? If the caller does know where you are located, but it is too far away then it’s really not going to be their first choice.
Timeframe is an important agreement because availability depends on when the caller needs the storage unit. If they don’t need the unit until three months down the road, then they are just calling ahead of time to avoid confusion, but you probably won’t be able to hold a unit for them. Which means that this phone call will probably only be informational. If the caller needs the unit tomorrow, then you will be a big help to them, and will probably take away some of their worries.
Security is important because people want to know that their stuff is going to be safe away from them. It is also important because then the caller knows what all goes into pricing a storage unit.
Another agreement that is important is size. The size of the storage unit is something that both you and the customer must agree on. If there is no agreement, nothing can really be accomplished. Size is also important because you don’t want to reserve a unit that cannot hold all of their stuff, or one that is way too big. Size is also important because it avoids just quoting every price for every size storage unit.
The last agreement is price. The pricing of a storage unit is important to agree on because if the price sounds like it’s too much then you will lose the caller right after the quote, however if you list off all of the amenities and tie them in with something important (example: security) the price wont seem so bad to the customer. While giving the price you also get the opportunity to offer coupons, which then lets the customer know that you are trying to make this storage experience as easy for them as you can. So now you see why ALL of the agreements are important to an incoming call. They are the foundation of good sales techniques.

PhoneSmart, your offsite sales force call center located in Columbia, Missouri.
 
Written by Nicole White call center newbie 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.

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