Call Routing
What should you do before transferring a customer?
Offer the direct number
What size hitch ball(s) will our trailers accept?
2" (preferred) or 1 7/8"
What form of payment always requires a deposit?
Cash
How many warnings should you give a customer before terminating a call?
Two warnings
If a customer is showing ANY buying signs, what should you do?
Ask for a cell phone number/start a quote
How many seconds should it take for you to know what direction to go in the call?
30 seconds
What three-part question do you ask in the hook-up book?
What is the weight rating on your hitch, ball, and ball mount?
Why is U-Haul giving me more days in my one-way rental than I need?
U-Haul provides one-way customers ample time to complete their move safely.
If you cannot complete a requested reservation change after two tries, what should your next step be?
Transfer to traffic/customer service
What is the term for when a customer suggests they are interested in reserving (example: "How much is the daily rate or price per mile?")?
Buying Sign
What department is typically going to assist when a customer asks for a manager?
Customer Service
Bonus: How else can we refer to them?
What is the optimal ball height for towing U-Haul trailers?
18.5-18.75 inches
Bonus: What is the max hitch ball height?
If a customer asks if we accept a debit card for a BP/BE, how should you respond?
A major credit card or debit card with a major credit card logo is required at time of pick up.
A customer is concerned that they will not need all the pre-paid moving help hours they are getting ready to reserve. What should you recommend?
Since the customer is not refunded for hours not used, recommend the least number of hours required. The customer can add more time through movinghelp.com if needed.
How many times does the CSF prompt you to cross-sell during an in-town truck/trailer/towing reservation?
Three times (Storage, SRIs, Moving Help)
If someone loses the key to their truck, where do we send them?
Roadside Assistance
If a customer is seeking an open trailer that can hold at least 3,800 lbs, what equipment could you offer?
AT (example: tractors, side-by-sides, aluminum siding, etc.)
When adding one free month of storage, does the room size have to be comparable to the one-way truck size reserved?
Yes. The room has to be a comparable size or smaller (not larger).
In 2022, what was the Sales Department customer satisfaction rate?
86%
When is cross-selling the least effective?
During the closing of the call
How many times should you explain something before transferring to the appropriate department?
Twice
Do you need the hook-up book if a customer calls needing to tow a boat? Why or why not?
No. The only thing that is needed is the weight of the boat.
What is a customer advantage for returning one-way equipment early?
Eliminates parking concerns; relieves the customer for being responsible for the equipment
Where should you send a customer who needs to pay for damaged equipment?
E-Alert
How many of our customers add SRIs at the location?
More than 60%