How can I increase my average monthly occupancy percentage? How can I increase sales by converting more prospective business into signed leases? What do I need to do in order for my business to be more successful?
The answer to these questions and many more begins with determining what areas of your operation need improvement in order to achieve these goals…that’s where mystery shopping comes in. The purpose of mystery shopping is to collect customer feedback by having trained mystery shoppers go undercover as prospective tenants in order to measure your employees’ sales skills, customer service, and any other company standards you are looking to measure. Once you have feedback on where opportunities exist, you can easily improve your operation.
- Self-Storage Management Companies
- Apartments Management Companies
- Parking Management Companies
- Hotel Management Companies
In a research study that took place over the course of 2015, A Closer Look conducted mystery shops at 100 different storage concepts using the same criteria for measurement, in order to determine the biggest areas of opportunity for increasing sales and converting prospects into sales. This study revealed that the difference between successful storage companies and unsuccessful storage companies is only a few things that lead to closing the sale.
Some of the biggest opportunities we found for improving closing rates are highlighted below:
1) Only 71% of the time were sales associates explaining the features and benefits of the storage facility during a phone call or facility visit inquiry about renting storage space.
2) Only 68% of the time were sales associates offering a tour of the facility without being asked during a phone call inquiry about renting storage space.
3) Only 58% of the time were sales associates attempting to upsell products/services they offered to complement the storage unit during a phone call or facility visit inquiry about renting storage space.
4) Only 44% of the time were sales associates asking for the prospective customers’ name and using it in conversation during a phone call or facility visit inquiry about renting storage space.
5) Only 40% of the time were sales associates collecting prospective customers’ contact information during a phone call or facility visit inquiry about renting storage space.
6) Only 22% of the time were associates sending a follow up call or email to prospective customers within 48 hours of either receiving a phone call or facility visit inquiry about renting storage space