Show:
Five Agreements
Assumptive Language
Overcoming Objections
MISC
Voicemail
100
All five agreements are interchangeable with the exception of____.
What is "Price"
100
The #1 rule of assumptive language is to avoid____ or _____ questions
What is "Yes or No"
100
When referring to the word "objection", another word that can replace this word is...
What is "Concern"
100
There are four pieces of information that should be collected during the live call
What are "First name, Last name, Contact number and Email address"
100
Three things must be stated before stating who the message is for
What are "your name, business name, and store location"
200
When determining the best ______ for the customer, qualifying what will fit in the unit is always best.
What is "Size"
200
"Can I...", "May I have..." and "Did you want" are examples of assumptive language phrasing. True or False.
What is False
200
If you were to describe how to overcome an objection, this would be the first step in the process
What is "Acknowledge the objection"
200
There are three things that you should attempt to obtain or tell the customer at the end of the call
What are Two Forms of ID, Void Cheque, How did you hear about us
200
Confirming information for the customer entails two parts
What are "Size customer needs and Date Needed for the unit"
300
Three triggers cue points in the "Phrase that Pays" Category
What are "Systematic Cues, Internal Cues and External Cues"
300
We use assumptive language because it works, but also because it makes it harder for the customer to say____
What is "No"
300
Once you have successfully addressed the customer's concern and then you attempt the reservation, ______ language is important to use here.
What is "Assumptive Language"
300
Three types of Buying Signs
What are "Verbal, Tonal and Physical"
300
Kendra left a voicemail for Robert to return her phone call, however, Robert never called back. When Kendra’s Supervisor asked how she left the message, she stated, I gave the introduction, confirmed the size needed, mentioned a reason to call back and the office hours. What did Kendra miss?
What are "stating store contact number, mention the reservation and confirming date needed"
400
The five agreements are listed as...
What are size, location, time frame, features and price
400
Storage for Your Life Assumptive Phrase that Pays
What is "Let's go ahead and get this taken care of for you"
400
Three parts of overcoming the customer's objection
What are "Acknowledge the objection, Reconfirm the Agreements/ask discovery questions, Attempt to close the sale/site tour
400
Four parts of up-selling merchandise
What are “Sell Convenience, Know the product in and out, Build the value and sell quality”
400
Complete a real voicemail call with the information provided. EX: Sharon Stone, 5x5, September 15th
What are "Introduction, Reconfirm Customer's Information, Give Reason to Call Back, Mention the Reservation and Store Information (store hours and store contact number)
500
2 Part Response: Explain two benefits of the kiosk at the Surrey location and why it is important to the customer.
What are "making payments after hours and moving-in after hours & It is convenient"
500
Four components of assumptive language
What are "Attitude, Confidence, Assurance and Urgency"
500
Use Feel, Felt, Found to address the customer's spouse concern
What are "I understand how you feel about wanting to speak with your spouse, other customers have felt that way as well; however, what we found is when the customers speak with their spouses, the majority of the customers return to us because of what we offer."
500
Three big mistakes of up-selling merchandise
What are “Not attempting to up-sell a product and service”, “Pushy salesperson” and “Unbelievable, dull, uninterested and unsure salesperson”
500
Five parts of a voicemail include
What are "Introduction, Reconfirm Customer's Information, Give Reason to Call Back, Mention the Reservation and Store Information (store hours and store contact number)