Who you gonna call?
I received a text that I could get a discount on a quote I received the other day...
Transfer to Callbacks Dept.
(833) 342-9645
ext. 621907
Mon-Sun: 5a-8p
Cold transfer
What kind of wiring connection are on U-Haul trailers?
4-flat
Can customers request and get access to their stored U-Box on the same day?
No. To schedule an action we need 24 hour notice.
What are the 3 steps for overcoming an objection?
Restate the customer's reason for not reserving, add a sense of urgency, & ask for the business again.
True or False - Customers are only allowed to have 1 late fee waived per year.
False - there is not a rule that says the customer can only have 1 fee waived in any period of time.
Customer wants to cancel and re-book different Moving Helpers
Customer should go online to their account in movinghelp.com or refer the customer to Moving Help Dept.
Customer asks for a discount after they already made a one-way reservation...
Refer the customer to traffic
How do team members apply the first month free U-Box storage for the infomercial?
To apply the first month free for a U-Box you would click on the price in the shopping cart. You would then check the box indicating First Month Free.
What is an example of adding a sense of urgency?
Many families have already reserved for this date...
The weekend is a busy time...
End of month...
What is the temperature range for a climate controlled storage facility?
65-85 degrees depending on the time of the year
Customer wants to have a 5th wheel hitch installed on their truck...
Hitch Sales
Customer has a 4-flat wiring connection on their pickup truck. They want to tow a trailer that has a 7-way round connection. Is there an adapter for that?
No - wiring adapters can only go DOWN, but not up.
Adapters can go from a 6 or a 7 to a 4, but not the other way around.
If a customer is renting a U-Box and is moving from one city/state to a alternate city/state within _____ miles, this is considered a U-Box Crosstown move or One-Way that does not require shipping. When quoting a U-Box move, if the origin city/state entered is within ____ miles of the destination city/state, the boxes will not be shipped.
50 miles
What are we promising the customer when making a #3 scheduling advisory reservation?
A phone call
How do you change a customer's storage due date?
Pull up their account in WSS, click on the Next Due Date, Change the Day, and charge the pro-rated difference (U-Haul does not pro-rate under any other circumstances)
A police officer is calling and asking for customer information from a contract...
Why can we not rent trailers to be towed behind Ford Explorers 2010 and older?
U-Haul has chosen not to rent behind this tow vehicle based on a history of excessive costs in defending lawsuits involving Ford Explorer towing combinations. This policy is not related to safety issues.
Where can the customer find their gypsy moth checklist?
Customers sign into their account on uhaul.com.
Customers will see a Notification in their account, and the link to the form at the top of their Order Details page.
They can also click the link from the email we send regarding the Gypsy Moth form and it will take them directly to their Order Details page. We will provide customers a form to the carrier who will be shipping the containers into California
Put it all together! How would you overcome this objection using the 3 step method?
I have to check with my spouse before I commit to anything...
I understand that you want to check with your spouse first, however many families have already reserved for this date, and we are filling up fast. With that in mind, would you like to reserve now with a credit card so that we have something with your name on it? No charges to reserve and no charges to cancel.
What is the difference between a reservation and online move-in?
Online Move-In secures your unit for you immediately. It requires you to sign your rental agreement online and pay your first month of rent before receiving a unit assignment and access code. Meanwhile, a reservation places a hold in our inventory for your selected room size for a selected period of time. It does not require a payment or agreement to be signed until you walk in to complete your move-in.
Customer is calling and says that the truck they rented was impounded and wants to see about getting their stuff that was in the truck...
Equipment Recovery
If the customer does not know the towing capacity of their hitch in order to validate the towing combo, what do you do?
You can ask if the vehicle can tow up to a certain amount.
If the customer states, they still do not know the towing capacity we can still be able to complete the reservation.
Select an amount to validate the hookup. You must advise the customer their towing combination is subject to inspection at the time of pickup.
Can customers move a motorcycle inside of a U-Box?
Motor vehicles of any type are prohibited
Customer wants to reserve a trailer but does not know how much their hitch can tow. How can you help them?
Ask if they can tow up to a certain amount that has a "*" next to it in the hook up book. If they can not verify how much their hitch can tow, you can still make the reservation, make a note, and advise the customer that their towing vehicle is subject to inspection.
Where do you go to find the late fee schedule for storage location 864086? When is the first late fee applied?
WSS - put in the entity number in the drop down menu - click Call Center - on the left side
1st late fee applies on the 6th day late