Our Clients
As a SMMA member associate, you were hired by your facility owner for your unique personality and professionalism. Therefore, we do not recommend tenured employees work from a “script” in your sales process.
But we do encourage all employees to follow these basic sales inquiry guidelines and practice using them until you develop your own style. Every employee needs to understand and master their own skills and learn to convert every customer to a tenant – it is the foundation of everything we do! This is the primary responsibility of each and every facility-level employee. Every Call Counts! Here are some basic guidelines from The SSMA…
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GREETING This is your first impression to a potential Customer. Answer the phone within two rings. Take a deep breath and SMILE before you answer the phone (you will be surprised how it changes your voice to a pleasant, refreshed, service-oriented tone). Answer with a positive, unique greeting that distinguishes your facility and our Company from others; something like: “We’re having a great day, this is (Your Name), and how can I help you today?”
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GATHERING INFORMATION This is your opportunity to gather information so that you can find the “right size and best price” for your caller. Remember to always give them a reason why you are asking a question, before asking, such as: “To help determine what size unit you will need, can you give me a brief idea about what you will be storing with us today?” You want to determine: What they will be storing with you. How long they will need the unit. What is their basic purpose for storing with you. And when will they need the storage unit. Have they ever used storage before (so you will know what type of information they may need to be given). |
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REFER TO THE CUSTOMER BY NAME The most pleasant sound to anyone is hearing their name… At the start of the call, ask for it by saying, “This is (Your Name) and I have several years of experience in self storage, and I want to find you the right unit size, at the best possible price – and have you as my newest Tenant. May I please have your name…” |
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EXCHANGE INFORMATION This is your opportunity to sell yourself and your property. You will only have a few moments, so think about what you are going to say BEFORE the call comes in. Before quoting a price or size, tell them briefly about your property and about you: You have definitely called the right place! Let me tell you a couple of the many things that distinguishes us from the competition… we have the best gate hours around, from ___ to ___ every day of the year. You will find we have the cleanest facility and we really care about our Tenants. We also take security seriously, and will give you your own individual gate access code that will deactivate and activate your unit alarm when you enter and leave the property. We have many happy Tenants here who trust their belongings to us in storage… and we want to give you the best value for your money…” |
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INVITE THEM DOWN TO THE PROPERTY Even before quoting a price, unless specifically asked for one, invite the Customer down to see your property. Promise that they will find the best in self storage, and then deliver and exceed their expectations. Nearly everyone who comes to a property will rent, so invite them to come and see “the best in storage.” |
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ASK FOR THE SALE When you invite them down to the facility, or quote a price, let them know that you really want them as a Tenant, and will do all that you can for them. If they are hesitant about a price, again invite them down and let them know that you will find them the “right size at the best price”. Before closing a call, THANK them for calling and ASK if they have any additional questions. When possible, try to get a phone number so that you can make a follow-up call if they don’t come to the facility. Most importantly, if you have exchanged information properly and meet their needs, you have the right to ask for the sale. Do Your Personal Best! |
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