eKourier April 2019

FEATURE

ADELAIDE AIRPORT HUDDLE

ARE YOU HAPPY JUST BROWSING? Have you ever been asked this? How did it make you feel?

I t’s a great CLOSED question which requires a yes or no. Yes equals, I am fine to keep looking, I don’t want to be an interruption to your work that you have to do. No equals, oh man this person has no idea what they want, I need to work for the sale.

What’s their story – everyone has a story behind why they need storage and as the “People Who Care” let’s take the time to find out about it. Find the TOTAL solution – as a Team we are good at providing the storage solution, are we taking the time to include the packaging solution? Be the one stop shop for your customer. Features and Benefits – this is the connection to the story, if we have really taken the time to investigate why they need storage we will have also uncovered what’s important to them, connecting the right features and benefits shows you have truly listened.

This question should be banned. I understand that many of us like to wander around shopping centres in the Air con dreaming away the day... if I won the Lotto... I would buy this and this and this or finding that right outfit to wear to the Awards Dinner in August. These are what we call emotional purchases, it makes you feel good, this shade of orange really makes my eyes pop! I feel good in these jeans they make my Butt look smaller – I wish! If you have worked in this style of retail, you will agree that it can be a hard sell finding the right feel and look the customer is seeking. Our customer is quite different, it’s not about the orange roller doors making their blue eyes pop or the joy of wandering around a storage centre in 40 degree heat. I don’t know about you, but I only know one person that would go to a storage facility to browse around – SAM KENNARD! Our customers make an enquiry with us for the need of storage and packaging supplies, what happens next is all up to us. First impressions – standing up and coming around to the front of the counter, shows our customer we are truly interested, we have stopped what we were doing to greet them – nothing else is more important. When answering the phone do so with a level of urgency and believe it or not you can tell if a person is smiling on the other end of the phone. Greeting – make it count, with eye contact and show that warm smile! Your smile might just make that person’s day!

‘

Our customers make an enquiry with us for the need of storage and packaging supplies, what happens next is all up to us.

T he South Australia Team “took off” in February on Adelaide Airport’s maiden voyage, the destination… Party Town. After a guided tour of the facility and some gourmet dining (aka chicken and chips), we embraced a tiny bit of red behaviour with some healthy competition at Giant Jenga. Surrounded by great company and yummy food, we then enjoyed the main event, a Photo Mirror Booth and props provided by our amazing customers Middleton Events and in The Mirror. Top L to R: Kristy White (Adelaide Airport), Owen Grasby (Thebarton), Josh Bendall and Craig kemp (Klemzig), Luke Korte (Panorama), Paul Sommerville (Seaford Meadows). Bottom L to R: Wayne Birch (VIC Ops Manager), Jess Selkirk (Croydon Park), Daniella Hopkins (Adelaide Airport), Dee Hill (Croydon Park)

Be bold and ask for the sale don’t be afraid of rejection, if they say no you have the chance to find out what you missed and have another crack at it. Price is not everything, many customers will make their storage choice based on the interaction with you! But it doesn’t stop there, FOLLOW UP – OWN your customer, don’t assume. Take the time to nurture your new relationship, they could be storing with you for years to come. Remember, every enquiry is your next move in, every move in means that little bit closer to 90%. Happy Selling Team! ‘

A great time was had by all.

Nichola Goodwin QLD Operations Manager

Daniella & Kristy Your KSS Adelaide Airport Hostesses

16 Kennards Kourier April 2019