Greet
How should you greet the customer when they walk in the door?
Stand up and stop what you are doing to give them your full attention
For an NSC customer, how do we assess needs?
Confirm current information rather than ask them questions they have already been asked
What are some ways to make sure a unit fits your customers needs?
Show them a unit
Help visualize the items
Ask their opinion of the unit compared to items
How many attempts should we make to close the sale/get CPP?
Three (if they did not already agree)
Once you are back in the office, what should you show the customer?
The merchandise wall and point out items that would be of use to them
How should you answer the phone?
Thank you for calling Extra Space Storage, this is ______. Who do I have the pleasure of speaking with?
What type of questions should you ask to assess needs?
What are some features you can point out about the units at your site that would meet a customers needs?
Drive up access
Bluetooth
Climate control
Location/relation to access
What is an open ended question you should ask?
What are you storing?
What is the biggest item?
How are you moving these items?
How should you present the lease?
According to their needs and pace
Once the customer has been acknowledged, what is the next step in greeting them?
Introduce yourself and ask their name
Why is it important to assess a customers cues (nonverbal and verbal)?
To make sure we are responding to their needs and to stay on track with their agenda
If a customer seems unsure of the unit, what questions could you ask to better assess their needs?
What is causing you to be unsure?
Does this size seem to work for you?
Is there anything that you would prefer to have from your unit?
Would you like to see a different unit?
How can you assume easy pay?
Once they pay with card, let them know that is the card saved on file for their monthly payments
How should we present the cost?
Tell the customer the full total for the day and then itemize a breakdown of costs
What is an example of an initiating question?
What brings you in today?
How can I help you out today?
Etc.
At what point should you stop asking questions?
When you have identified their needs
If a customer objects because of price, how can you overcome this?
Mention any applicable promotions
Prices do change daily
Limited availability
Point out features of unit/ESS qualities
How can we assume a lock sale?
Include it in the total price and let them know it will be in their unit today
Once the lease is signed, what should you do next?
Walk the customer to the keypad or help customer with Noke app (bluetooth stores)
Provide an explanation/example of how to handle multiple customers at the same time.
Make eye contact and smile when someone new comes in
Acknowledge that you will be right with them
Etc.
How should you identify the value of their goods being stored?
Ask at the unit when they are visualizing the items
What are other objections you see and how have you been able to overcome them?
Need to ask significant other/not for me
Not needing to move in for a while
Access/size not available
Still shopping around
If a customer will not rent today, what steps should you take?
Set a reservation and/or follow up day and time to touch base
What is the final step in closing?
Show appreciation and ask for a Google review