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  1. #1
    rcopper is offline Member
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    Default Marketing is a waste of time...

    Marketing is a waste of time...unless the managers are well trained in using effective sales skills. I speak with owners on a regular basis who want to figure out a way to get more phone calls or more leads and we certainly all would like to figure out ways to do that.

    But more often than not, increasing phone calls or web leads won't be effective if the person answering the phone doesn't know how to turn those leads into rentals. The 100's of phone shops and in person shops we have conducted leads us to the conclusion that most of us just aren't very good at answering the telephone. And the facts show that some 85% of prospective tenants still call first, so we have to know how to answer the phone in an effective, professional manner. When customers are calling around (studies show they call 4-6 facilities before they make a decision) and whoever does the best job on the phone has the best chance of getting that rental. And if a rental is worth over $1,000, doesn't it make sense to learn how to use a professional sales presentation?

    We also know that some 90% of prospective tenants end up renting storage from someone, so every time we get a call and don't rent to that person, we need to ask ourselves why? If they don't rent from you, they rented from a competitor.

    Would like to hear from all of you about your best phone sales techniques and how you turn more of those prospects into tenants.

    Thanks

    Bob Copper
    Self Storage 101
    www.selfstorage101.com

  2. #2
    MusicCity Gal's Avatar
    MusicCity Gal is offline Moderator
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    Default Re: Marketing is a waste of time...

    Could not agree more!!!!!!!!!!
    Stephanie Tharpe
    Operations and Marketing Specialist
    A+M Group, LLC
    Nashville, TN

  3. #3
    hbg71 is offline Member
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    Default Re: Marketing is a waste of time...

    I listen first to the customers needs then point out the best features that we offer to meet their needs. I always ask the customer to reserve the unit. I do this by creating a sense of urgency If they reserve the unit they will get the free truck reserved on the day they need it. If this fails I invite the customer to come in and take a look at the unit that day by appointment.

  4. #4
    rpitt101 is offline Junior Member
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    Smile Re: Marketing is a waste of time...

    hbg71,
    What are some of the ways you go about getting someone to reserve the unit? What ways do you open into that? I am really wanting to improve my reserves. This is something I really just havent done yet and I understand the importance. Any info from anyone would be great.

  5. #5
    SMSSId's Avatar
    SMSSId is offline Senior Member
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    Default Re: Marketing is a waste of time...

    Bob, I couldn’t agree more. As an industry we spend millions of $$$ just to make the phone ring.

    So as a sales associate (manager), how do we get/convert the shopper that calls and asks; (the two most common questions we receive)
    1) How much is your storage?
    2) How much is a 10-by-XX?

    I know you were just asked a direct question, but don’t answer the question directly. Answer it with a question or multiple questions. You want to get this person to walk in the door.

    Caller #1 probably knows little or nothing about storage.

    Caller #2 is shopping and has an idea what he/she wants.

    I for one, am always looking for new or better ideas so let hear from everybody.

  6. #6
    hbg71 is offline Member
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    Default Re: Marketing is a waste of time...

    Hey rpitt101 well I always push the sense of urgency the truck rental is a good way we offer a free truck at move in. I tell the customer if they reserve the unit they can reserve the truck for the same day and its free. I remind them we have limited availabilty on the unit they need and if they reserve it we will hold it for up to 30 days. The reservation fee also goes toward their rent at move in so they are not loosing the money. The only way their money is lost is if they do not move in.

  7. #7
    rcopper is offline Member
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    Default Re: Marketing is a waste of time...

    Quote Originally Posted by SMSSId View Post
    Bob, I couldn’t agree more. As an industry we spend millions of $$$ just to make the phone ring.

    So as a sales associate (manager), how do we get/convert the shopper that calls and asks; (the two most common questions we receive)
    1) How much is your storage?
    2) How much is a 10-by-XX?

    I know you were just asked a direct question, but don’t answer the question directly. Answer it with a question or multiple questions. You want to get this person to walk in the door.

    Caller #1 probably knows little or nothing about storage.

    Caller #2 is shopping and has an idea what he/she wants.

    I for one, am always looking for new or better ideas so let hear from everybody.
    Good questions because you're right, they're the most common. Simple answer: use price stalls.

    When someone calls and ask 'how much is your 10x10?', answer with 'while I'm getting my price list, let me ask you a few questions; by the way, who am I speaking to". Then you're right into your sales presentation. Or you might try 'I might be able to save you some money, can I ask how long you are going to need the space?', and again, you're in. Stall on price as long as you can because once you give the price, the presentation is pretty much over.

    Assume your trying to sell a box, you can't expect a customer to buy the box until they know what comes in the box...tell them what comes in the box with features and benefits, before you give them the price.

  8. #8
    rcopper is offline Member
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    Default Re: Marketing is a waste of time...

    Quote Originally Posted by rpitt101 View Post
    hbg71,
    What are some of the ways you go about getting someone to reserve the unit? What ways do you open into that? I am really wanting to improve my reserves. This is something I really just havent done yet and I understand the importance. Any info from anyone would be great.
    Getting reservations is one of the most important things you can do to improve your conversion rate. Once you've done a great job with the features and benefits and you've gotten the customer's name and number, say something like 'Joe, most of our customers go ahead and reserve a space so that they can make sure and get that price (and special, if you have one), all I need is a credit card number and we'll hold that space until you come in tomorrow; what time tomorrow do you think you can be in, I want to make sure and be here when you come in.'

 

 
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