Dude, where's my stuff?
Fill in the blank: ______________ and heated storage units are offered to protect a customers belongings from extreme heat, cold, and humidity.
Climate Controlled
What is the name of the department that determines if a customer can pick up after hours or wait until normal business hours by reviewing selfies and other legal driving credentials?
Live Verification or Live Verify
Which moving truck does not have a mom’s attic?
TM
Ms. Carter calls in because they are having a hard time picking up their rental after hours. You determine that she is having issues with her locations. What information is important to put in the notes that you leave on her contract?
Before extending a rental, you must look to see if there is availability to do so. What program will you verify availability with?
The ESL tab in the POS.
Fill in the blank - A customer can prepay for a one-way move online during the
Check in process.
This type of storage often comes with electricity, heating/cooling, phone hookup, and running water. Most come with a bathroom and 24-hour accessibility.
Office Space
What three things or icons on the ESL will help determine if a customers truck share rental was set up and staged correctly?
24 symbol next to the equipment id. The customers last name must have a mobile phone next to it. The key distribution should not indicate that its set to hand delivery or go inside store.
What is the Traffic Office phone number for the U-Haul location located at Buckley Rd. in Aurora, CO?
(877) 245-2581 or (303)261-8507
How can you improve the legibility of your notes?
Avoid using short hand and abbreviations. Keep your sentences short and to the point. Make sure you use proper grammar and spelling.
Can a customer call in to make an extension to their in-town rental contract if they paid with cash during pickup?
Yes, if they are willing to provide us with a credit card over the phone.
How do you associate a storage account using www.uhaul.com? What are the steps?
Review response.
List 3 storage unit types that U-Haul offers....
Drive Up, Sustainable Drive Up, Inside Storage, Climate Controlled, Heated Storage, Air Conditioned Wine Storage, RV Vehicle Storage (outside, covered, enclosed), Office Space and Split level storage.
During the truck share pickup process, if the odometer and fuel gauge is incorrect, what can the customer do without having to call customer service?
The customer disapproves and can change it to reflect the current readings.
Fill in the blank: The AV can hold a ________ size bed.
Queen
What are some things you can do to have your notes completed by the end of your phone conversation with a customer?
Thank the customer for their patience and ask if they would not mind remaining on the line while you finish leaving notes. Have notepad up and start typing out the reasoning behind the customers call or important pieces of information from what the customer describes. Be sure to ask follow up questions to make sure you are understanding why the customer calls in and how to help them.
What program do you use to extend a rental contract for equipment? What program do you use to cancel a storage reservation?
Point of Sale. Web Self Storage.
You do not need a uhaul.com account to return a vehicle. Review the steps.
If a customer wants access to their stored u-box, how much advanced notice is needed and what task do you complete to start the process?
Schedule an action and 24 hour notice.
The customer is trying to return after hours but disagrees with the overall total. What can you advise the customer to do, that will show the rental returned in the system, but prompt the location to call the customer within 48 hours?
During the payment portion - the customer can select other, disagree with the charges, and then allows the customer to explain.
The ____ trailer is not available to be taken tor or from Canada.
5x10 or MV
What are some reasons why we would add a cautionary alert?
Customer slurring words, behavioral concerns, e-alerts or other outstanding issues, etc.
A customer calls in to extend their reservation for the full 24 hours. You see that there is availability to extend. Do we charge the customer?
No
I am a customer that is trying to create a uhaul.com account for the first time. I am 86 years old and have never use a browser on a cell phone. Walk me through the process.
Discuss once the "acting session" is over.
If CMT does not list a current storage account, what other tool can you use to locate the customers storage account?
Advanced Search in WSS.
Using SS1, which customer is not staged appropriately for truck share? Explain why.
Olerud. His truck does not have a 24 symbol next to the equipment.
The U-Box container measures approximately 5 feet wide by 8 feet deep by 7 feet tall and can hold up to ________ lbs.
2,000
What type of note do you leave on a contract if the customer calls in because they can not complete the self return process?
Return note.
What steps should every agent take before processing a rental extension for a customer?
Check the notes and make sure there are no notes that state to not extend the rental. Make sure the customer is not on e-alert and that the red bar checklist has not been started by the location. Check availability by reviewing the ESL/POS. If there is availability and the customer has a card on file or new card to extend - process the extension. Add notes to the contract.
What web-based program/site can you use that will display if a uhaul account is locked?
CMT