Know your programs
This program is what you use when you are going to create a new reservation...
Point of Sale (POS)
All one way rentals over 50 miles qualify for which promotion?
One month of free storage at participating locations.
Agents must ask for what two pieces of information at the start of EVERY call...
Phone number, first/last name, relationship to contract holder
What is the extension for truck share?
502901
The 3 statuses of a contract are...
Reservation, dispatched, and received.
Webself Storage (WSS)
True or False: U-Haul will price match Budget's rentals.
False.
The steps required to have a storage fee waived are...
1. Verify the letter is there
2. Make sure they are paying the full amount
3. Add to auto pay
4. Reach out to your manager, MOD, or agent chat for help with removing the fee.
Truck Share is only valid for which rental type?
Trucks. Trailers and towing reservations must be picked up at a rental location.
The three components to active listening are...
Comprehension, Retention, and Response
This program is used to take phone calls and display your status...
Finesse
The amount charged if a customer does not complete the self return process when dropping off after hours...
What two things must be done if an agent is going to be absent or tardy for their shift?
Notify their manager and call the attendance line.
A customer needs help with returning their rental after hours - what steps will you provide to guide them through the process?
Visit www.uhaul.com/share, select "return my truck or trailer", select "don't have an account", enter the reservation number (ONLY), enter the last name affiliated with contract, and select "lookup contract/order". Finally, select "return my equipment".
Fill in the blank... _____ can significantly increase the customer experience while also helping to diffuse any possible stressful situations
Soft Skills
This program is used to see an overview of a customers business with us (storage, past reservations, CAF's, Breakdowns, e-Alerts, CA, Moving Help orders...)
Customer Management Tool (CMT)
A fee that is assessed if a customer does not return to the correct location is called a...
Wrong Destination Fee
The type of note required when a customer calls in regarding equipment return after hours is called a...
Return note
True or False - Customers can return towing and trailer rentals using their mobile device.
True
The three techniques for active listening are...
Practicing Empathy, Avoiding Distractions, and Providing Positive Feedback
To verify equipment availability, what program and tab would you use...
Electronic Scheduling Log (ESL) in the Point of Sale (POS)
BP's and BE's
A customer calls in to extend their reservation and has paid cash... what is your next step?
Advise the customer that they can either extend by card over the phone or will need to have an extension processed by visiting the location with cash.
All truck share reservations go through a verification process with which department after hours...
Live Verification
The steps to canceling a storage reservation are...
Navigate to the web self-storage page, use the entity portion on the top left side of the page, and once that location is pulled up you'll want to click on reservations. Once you do that search for the customer's name and phone number.