The Basic Script For Shopping Storage

Every secret shopping evaluator knows that having a good basic script is essential in any type of sales. This is especially true for anyone working in a call center selling self storage, and for two very good reasons. 
 
Reason number one, self storage is an intangible and not something that a customer can hold in their hand. It is not a red sweater that they can actually pick up and try on. Self storage is about the security and the peace of mind that comes when a customer needs to stow away their most prized possessions.
 
And reason number two, most people have never rented a self storage unit before. They know the color red, and how a sweater feels. But they have no clue about a rental unit. They might have heard of it, but more than likely they heard a horror story about a friend of a friend that had all of their stuff ruined by rodents. Now that they find themselves in a predicament where they will need to rent a unit they are pretty nervous about it.

Because of these reasons it is very important that the sales rep be able to explain all of the benefits of self storage to the caller, and fairly quickly since most customers are in a hurry when they use the telephone. A secret shopping evaluator knows that this is why having an excellent basic script is so important. It enables the telephone rep to convey all of the pertinent information, such as the convenient location, the great security and cleanliness, and the sized unit that would work best. As long as the script is followed then all of the essentials are covered with each and every call, and in a short amount of time. 

New employees need to have the script in their hand, to physically be able to look at it as they go through training. This is the best way for them to learn it, while at the same time help them to understand how it applies to their new job, as well as the importance of the script itself.

After a new employee has been around for a while, and has gained some confidence, they need to have the basic script nearby as a just in case kind of a tool. Just in case they get off track during a call, or just in case they feel a little uncomfortable with a particular customer, then they have the script as sort of a security blanket to help them get back on track. 

Seasoned veterans often think they know it all, that they have been doing this job so long they can do it in their sleep. The problem with this is that they can become complacent, and can develop some bad habits that they are not even aware of. This is why a secret shopping evaluator is so important. The evaluator can recommend to the experienced salesperson to dust off that old script and use it for a few days. Getting back to the basics is a great idea every now and again. 

A secret shopping evaluator listens to sales calls all day, and they know the importance of a good basic script. The secret shopping evaluator knows that after a rookie has learned the script, and the rest of their new job, that they should adjust the wording to fit their own personality. But no good salesperson ever wants to stray too far from the basic script. It is a very important tool that they need to use throughout their sales career.

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