The Phone Sales Process
In this step, you tell the customer why you're calling, acknowledge prior actions, and transition into assessing their needs.
What is Establish Purpose
Before starting non-customer tasks, you should do this each day to prepare for your next opportunities.
What is review the next 4 opportunities (name, items, appointment time, etc.
In the delinquency process, we call customers this often.
What is every 7-10 days
This is the total number of follow-up call attempts made for a new opportunity
What is 3 or 6 depending on the original reservation move in date
These three things should always be included in a quality note: customer’s needs, reason they didn’t rent, and this
What is follow-up instructions?
This step involves moving confidently toward the close by assuming the customer is ready to rent now
What is assume the sale
When presenting merchandise onsite, this physical step is part of the selling process.
What is removing items from the wall and placing them on the counter
Other than payment in full, these are additional options we have available to our past due customers?
What is a Pay to Vacate or Payment Schedule
This is when you should make your very first follow-up call after a reservation is made.
Within 15 minutes
Taking great notes helps prevent this common frustration for customers during follow-up conversations.
What is repeating themselves?
In this step, you share the full move-in cost breakdown, including rent, admin fee, and protection plan.
What is present the solution
In both sales processes, this sales technique involves moving forward confidently as if the customer is ready to rent.
What is assume the sale
These are the account requirements to do a lock cut
What is the signed lock cut authorization, Identification, to be listed on the account and have a replacement lock
If a customer still won’t rent now after follow-up efforts, you should ask this question to try to keep the opportunity alive.
What is 'Will you be able to come down today to look at the unit?
If a customer won’t rent today, your notes should explain this about the situation
What is the reason they didn’t rent?
During this step, you collect payment and customer info while setting up the account and enabling Easy Pay
What is complete the transaction
When a customer declines your original solution, you should do this instead of getting defensive.
What is ask targeted, open-ended questions to find out why and offer a better solution
Calling listing the incident in binder, loop in DM, make incident report, and start making calls for unit inspections are all steps in this process
What is the pest escalation process
After speaking with a customer who is not ready to rent, you must always do this next step in the system.
What is document the call with detailed notes?
This is more important than length when it comes to writing effective notes.
What is the quality
This final step confirms next actions, encourages lease signing, and invites a Google review.
What is wrap up & close
This post-lease action is unique to onsite rentals and helps confirm access readiness.
What is walking the customer to the keypad to test their access code
When a unit is found unlocked or with the latch locked open, these are the first three actions you must take before over-locking the unit.
What are attempt to contact the customer, document contact attempts in notes, and ask the customer to secure the unit or give permission to cut the lock?
This is the only time it's acceptable to send a text or email during the 3-in-3 process.
What is when the phone number is incomplete or invalid?
A note that only says ‘Needs to think about it’ is missing these two important things.
What are the customer’s needs and the details of the conversation?