Customer Service
Sales Call Superstars
Reports
Collections
Safety
100
Do this first when you pick up the phone or greet someone in the office.
What is SMILE?!!
100
The foundation of an outstanding sales call involves two key elements [Peanut Butter & Jelly].
What are sites / company Features & Benefits?
100
storEDGE Unit [Filter - Vacant] Report
What reports shows the available units to rent?
100
The gathering of initial information and defining critical expectation at the time of rental.
What is key to the successful collection of rent & fees, while keeping delinquency low?
100
What are some examples of storage violations?
200
We have two ears and one mouth, this promotes great communication.
What is listen twice as much as you talk?
200
The successful response to a customer's phone inquiry must acknowledge and address their ....
What are the customers needs and concerns?
200
Shows Unit size - move-ins, transfers & move outs.
What is the storEDGE Movement Summary report?
200
Communication in connection with debt collection must follow specific guidelines.
What is the "Fair Debt Collections Practices Act"?
200
What items are you not allowed to have in a storage unit?
300
Treat others like YOU want to be treated
What is the "Golden Rule"?
300
Final step in a GREAT sales call.
What is a professional close, including thanking the customer for "choosing / calling" Trojan Storage?
300
under Occupancy the Notes Roll
What is the storEDGE report that shows the notes on an account for any given time frame?
300
Use of threats
Use of obscene or profane language
Repeated phone calls intended to annoy or harass
Making phone calls without disclosing the caller’s identity
What collection practices are considered abusive?
300
Eye Protection, Gloves, and focused attention on the task.
What do you need when you are cutting / drilling / grinding a lock to remove it from a unit?
400
78% of consumers have bailed on a transaction or not made an intended purchase as a result of...
What is a poor service experience?
400
Part of the call -- What are you planning on storing? / What is the largest item you will be storing with us? / Are you storing a 1 bedroom apartment or a 4 bedroom house?
What is the "INQUIRY"?
400
under Financial the Daily Summary
What is the storEDGE report with a Site Activity Report with payments, move-ins/outs, credits, aging & collections?
400
State that the consumer owes a debt.
Contact the third person more than once unless reasonably necessary.
Communicate by postcard.
Use language or symbols on mail indicating that it pertains to debt collection.
What are things you are not allow to do when contacting an alternate or communicating about debt?
400
Treat with 1st Aid or Contact 911 / Notify your supervisor immediately / Take photos / Contact the Director of Operations ASAP.
What are the steps if an employee has a work place injury or illness?
500
Treat others the way THEY want to be treated!
What is the "Platinum Rule"?
500
The goal of EVERY successful sales phone call.
What is to get potential customers to walk through the door and RENT a unit.
500
under Merchandise the Merchandise Transaction Ledger
What is the storEDGE report that records sales for any given time with a total dollar figure?
500
Courtesy Call / Friendly Reminder Call
Commitment Calls
Lien Calls
Final Call
What is the collection call progression we use in attempting to collect rent and fees for a customer's storage unit?
500
Move to a secure location & call the Police / Law enforcement.
What do you do if an employee feels threaten or fearful due to the behavior / conversation on the storage property?