Thread: Sales Call Techniques

I was just reading on another thread about a user saying she just needed to close a few more sales on the phone.

I've never worked a direct sales position before, but I am wondering what some of the best practices are in making a sale over the phone, especially in the case of self-storage -- when it's likely that the potential customer contacted you first!

So, you don't have to give away your biggest secrets, but what works for you?

John,

One key strategy of the sales call is to make an appointment with the caller to visit the site and view the available units to see if they fit their storage needs. Getting them into the door is tough and it's not a good idea to leave it up to the caller to come in on their own accord.

- Michael

Always get their name and call them by it. That will create a 'relationship' between the two of you, also get their phone number if at all possible. Find out as much possible about why and what they are storing so that you can (for instance if a mother is calling to get a unit for her son Jim moving in town) get his name also and tell her that you would be happy to accomidate Jim and will make sure this is an easy move for Jim.. etc etc. We rent Penske trucks so we always mention that we have that additional convenience to offer them, also point out our access is 24/7 and (I'm sure not many have this policy but our corporate office has the "we will beat any competitors rate") Mention that I can save them time looking around because I not only can beat any competitors rates but I research others rates so mine are based accordingly(lower). We give them our web site address so that they can check out any specials we are offering to see which is best for them. If we get off the phone not closing a deal and we have their phone number we call back later that day and express our enthusiasm in accomidating them. With numbers going down (or tetering at about the same level for a year) our effort definately has to go up!

I find that being a "one trick pony" works well for me. Pay attention to the person in front of you, or on the phone. Acknowledge someone entering the office, but concentrate on the one you are working with. Contrary to what the "big" companies seem to want, I will not interrupt a conversation to answer the phone. I find this rude and unprofessional. I believe that this is why the answering machine or voice mail was invented.

Oh, I also find it works to not hang up on the customer...I'm just saying....

Astro, I concur with the one trick pony. Interesting thing happened the other day though; an older gentleman came in, we were chatting and he got a call. While he was sheepish & apologetic, he took the call.

While waiting for him I answered our phone and went through all of the site info with the caller. Meanwhile the man had ended his call and listened to all I was telling the caller. Two birds with one stone so to speak! Snagged 'em both with signatures on the bottom line.

I will not normally answer a phone when a live person is in front of me. That's just rude, while I do appreciate the potential lost sale mentality. A bird in the hand...

I like to tell callers that we are conveniently located between the only 2 highways in the area, and also that we are a short walk (and an even shorter drive) to town and to the university.

I also don't answer the phone when a customer is in a conversation with me, but I will call that number right back as soon as I am free again and be very apologetic for missing the phone call..

Music City Gal -
Any chance you might want to share your script? I am having a terrible time converting phone calls into walk ins! I have never had to do that before...

Was that you who called and grilled me about every size I have today MCG??? Huh Huh was it!!??? Trying my patience to see how much I could take??
But seriously... I also would love to see your script!

MCG...I would also LOVE to see your script. This is one of my biggest challenges. We're a tiny little town (population 35,000) with 9 storage facilities in it. Everyone shops us! If I get them to come down, I can 99% of the time rent to them--I just need to get them down here!!