Call Process
This is our standard greeting
In addition to year, make, and model, we need this information for the towing vehicle for hook-up validation
What is the weight rating for the hitch, ball mount, and ball?
The name of our team
What is Team Resilience?
This is what KPI stands for
What is "Key Performance Indicators"?
In Harry Potter, this game is played on brooms with bludgers, a quaffle, and a snitch
What is Quidditch?
This is the 3-step method for overcoming objections
What is Acknowledge, Add Urgency, Ask for the card again?
When taking a payment for a One-Way reservation we must ask the customer if they would like to add these things
What are coverage and SRIs?
The name of the chat channel you should NEVER post in
What is "No Chat - Announcement & Kudos"?
30%
What is Close Ratio goal?
This oversized cassette player/radio was usually carried on the shoulder.
What is a boom box?
This is the step of the call process that comes immediately after the quote
What is asking for the business in the form of a question?
This is what we must do before canceling a reservation
What is offer alternatives? (i.e. reschedule, etc.)
The state where Illianna resides
What is Alabama?
This is the department standard for RPH
What is 3.5?
In mythology (and in Marvel), this is the God of Thunder
Who is Thor?
Don't forget to _____-____ on every call!
What is "Cross Sell"?
In addition to advising the department, this is what we must do before transferring a customer
What is offer the phone number
The days of the week that BossLady is typically "off"
What are Thursday & Sunday
This is the best way to improve KPI
What is following the call process?
On Grey's Anatomy, Dr Derek Shephard is better known as this
Who is McDreamy?
This is what we do when we find Red availability
What is "send the reservation to scheduling"?
This is required on EVERY call, except Roadside transfers
What is Cross-sales?
This team member has been with U-Haul the longest
Who is Raina Benedetto-Gazlay?
This KPI indicates call control
What is AHT, or Calls Per Hour?
This princess is the star of Disney's "The Princess and the Frog"
Who is Tiana?