10
Oct

Cross Selling

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Do you have great systems for cross-selling, up-selling, and re-selling? Does anyone even talk about these topics at your stores? Many times when I am traveling I will have a coffee and a muffin for a quick breakfast. I love watching the pros at the well established coffee shops move people through the line. They’re fantastic. They move you through that line fast. That part is wonderful. But what they don’t do is they don’t up-sell. When they ask you, “Yes, can I help you? What would you like?” and you say, “I’d like a coffee and a muffin,” they don’t say, “Well, have you tried the Danish?” or “would you like a second muffin to take with you for later?” If they did ask and every third person took them up on the offer of the Danish or second muffin, they could be looking at a 15 to 20 % boost in revenue. Wouldn’t that be something?
 
But they’ve got the operations down pat; they’ve got the system of moving people through the shop quickly well in hand. So is that what you have at your store? Do you have a great way to move people in quickly and efficiently but forget to sell boxes and locks and renter’s insurance?
 
What are some of the revenue targets you have, and do your people know what your revenue targets are? If you’re in a lease-up situation, does your staff know how many units you’ve promised your lenders and partners you’re going to rent this month? If they don’t, you need to plug them into that information. Get them on the team. I assure you, the entire offensive line of a football team knows what they have to do during a game: They have to give the quarterback enough time to get his aim right. They have to block right on some plays, block left on others and let the defensive players through the line on yet other plays. They know their roles in every play in the book. Do your staff people even know there is a play book for self storage? How can you build stories and myths about the great plays that have been made by your people, if they don’t even know there is a play book?
 
Submitted by: Tron Jordheim
 
Brought to you by: Self Storage Owner Blog

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