How to Ace our Secret Shop

Greeting
1. Answer with the store name in the greeting?
2. Include their name in the greeting?
3. Answer with a smile in their voice?
4. Ask how they could be of service to the caller?
It’s important that you make a lasting first impression by introducing yourself and your store. Answering in a friendly tone of voice and offering assistance lets the caller know that you’re interested in helping them.

Qualifying the Customer
5. Determine when the unit is needed?
This must always be done early in the call because availability depends on it.
6. Determine if the location is convenient for the caller?
The caller must decide this, so it works best to simply ask if it’s a good or convenient location.
7. Determine or recommend an appropriate size for the caller?
You should try to find the closest size to fit the caller’s belongings. It’s very effective to offer a choice of sizes and then describe them or help the caller visualize them.
8. Determine the caller’s needs before giving the price?
The most important needs to determine before price are the date the space is needed and the appropriate size. Convenience of location is also important and should be done before price.

Selling the Store/ Building the Sale
9. Discuss features or amenities of the facility/unit?
Selling the store shows the caller what they’re paying for. You can sell almost anything (access hours, wide aisles, on site management, etc.) as a feature – as long as you SELL IT!
10. Tie in benefits to those features?
To tie in benefits means to show the caller how they’ll be affected by those features. Using “which means” or “so that” are good ways to transition from feature to benefit. Stay away from using benefits like, “so that it’s good” or “which means it’s nice.”
11. Sell their store before giving the price?
Again this should always be done before price if you can help it. A high price might scare a person into thinking it’s too expensive unless they know what they’re getting for their money.
12. Attempt to cross-sell other products or services (locks, boxes, trucks, etc.)
Here, mentioning other things for sale will get you the points but it’s another place where you should be SELLING those products and showing the caller that you’re a one-stop shop.
13. Discuss lock administration fee, insurance or deposit info?
Make sure the caller doesn’t come to your store to find a bunch of extra charges on top of their quote. At least give them something.

Closing the Sale
14. Offer Choices (upstairs or down, 5×5 or 5×10, climate controlled or standard, etc)?
Offering choices encourages more decisions from the caller. Give them options and then ask which ONE they want.
15. Ask for the caller’s name and phone number for follow up?
You CAN’T follow up with only someone’s name. Even an address isn’t practical for giving important information in an urgent situation.
16. Create urgency or stress limited availability?
Give the caller a reason to make a decision while on the phone. Even though you might have several units now, you may not later.
17. Ask or encourage the caller to reserve a space?
Holding the unit is the best way to help a caller in need of storage. If you don’t help them understand that, you won’t get a reservation.
18. Ask for a credit card or discuss a pre-payment?
You’ve got to get some kind of commitment from the caller; name and phone number doesn’t usually do that (unless you can’t take CC’s).
19. Invite the caller to come in for a visit?
Invite them to see what you’ve been talking about; it can sometimes clinch the deal.
20. Attempt to schedule an appointment or ask for the date and time of the visit?
Aside from a reservation, this is the next best thing. It gets that little bit of commitment without giving any specific personal information.
21. Attempt to overcome any concerns about reserving or otherwise?
If the caller declines a hold, there is a concern about something. Figure out what it is, and try to overcome it. You might have to dig for it.

Ending the Call
22. Confirm that the caller had no other questions before ending the call?
Ask something like, “Is there anything else I can help you with?”
23. Close in a positive and professional way?
Your welcome doesn’t do it. Give the caller that warm and fuzzy feeling and give them a reason to call back to talk to you.
24. Include the store name at the end of the call?
This reminds the caller one last time of the store name. It is a great last impression.

General Performance
25. Assertiveness- Control the call in a positive manner?
Can you control the call without being pushy or overbearing? Listen to the caller and control the conversation.
26. Sales Presentation- Determine needs, build value, and earn the right to ask for the sale?
Have you done all of these things?
Customer Service
27. Use the caller’s name at least twice during the call?
This helps build rapport with the call and helps put the caller at ease.
28. Attitude- Promote a warm and upbeat mood?
Be helpful and thoughtful. Don’t get distracted with what’s going on in the store. Keep your attention focused on understanding and meeting the caller’s needs.
29. Professionalism- Represent himself/herself in a positive light?
You are direct representation of your company. What the customer experiences with you will directly effect how they feel about your site.

Was the caller put on hold?
It happens. But is should always happen professionally. Let the caller know that you need to put them on hold. If you don’t have a hold button, place your hand over the phone. Quickly, find or finish what you need to do and get back to the caller. Thank them for waiting.

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