Call handling
General
Storage
Random
Shared Values
100

Your customer says they need to talk to her spouse before setting up the reservation and she just wanted the price. How can we object to this customer?

"I understand you need to speak to your spouse however equipment is really limited in  this area and we are busy. It's free to reserve and free to cancel or make changes so with that in mind would you like to reserve now with your card?"

100

What type of wiring harness is needed with U-Haul towing equipment?


4 way flat


100

Customer wants to know who has their free storage since they rented a one way truck/trailer. How can we find out who participates in the free storage?

Only show locations offering 1 month free filter when setting up a quote/reservation

100

What should we do before canceling a reservation?

Offer to reschedule

100

What are our shared values and goals?

“We work at never forgetting that our quality self-move, self-storage and closely related services and products are to improve human lives."

200

What is schedule adherence?


Performing all scheduled work activities during your shift at the time they are scheduled.


200

What is the purpose of a scheduling manager?

A scheduling manager is who assigns pick up locations when we don't see anything available, they contact the customer with this info. They change pick up locations when the customer is unhappy with the current one (if available) and they also change drop off locations. If traffic/scheduling manager is closed, get the customer to customer service

200
Are we able to take a partial payment for storage?

We cannot but we can contact the location and have them call the customer back.

200

Update - How to Assist an Upset Customer

 3 WAYS TO HELP

 1.Show empathy for the customer's situation and let them know their language/behavior is not necessary.

2. Let the customer know you are going to do your best to help them and rectify the situation.

3. Control the call. Do your best to move on to the next question in the script/step in the process.


200

If you are scheduled to work at 12:00 pm, and you are late, how does this affect your team, the company, and our customers?


We are not able to meet the customers’ demands efficiently

Affects our ability to say “Yes” to our customers

It leads to long hold/wait times and unhappy customers

Affects each Team Member’s ability and opportunity to win and earn PCP




300

What are the 3 steps to overcoming an objection?

Add a sense of urgency

Give a sense of urgency

Ask for the business again

300

Are we able to extend a one way reservation?

No, this will go to the appropriate traffic number.

300

True or False: We can filter the type of storage unit the customer is interested in.

True, we can filter it for instance climate controlled units, small medium or large units, etc

300


The benefits of the customer reserving in advance are:

  • name at least 3 
  • The customer can lock in the rate for their selected moving date. Even if the customer changes the date they still get the original rate. If, for whatever reason, the rate is lower the customer is always entitled to the lower rate.
  • Once the customer makes a reservation the Regional Office starts working on the scheduling for the customer.
  • Nothing is charged in advance to the customer credit or debit card to make the reservation.
  • The customer is able to cancel the reservation without any penalty.
300

What behaviors do not align with our shared values or expectations. Name at least 3

  • Being rude or unprofessional to the customer.
  • Avoiding helping customers or performing job duties, including, but not limited to:

    • Not answering or disconnecting calls.
    • Placing calls on hold, mute or transferring unnecessarily and/or excessively.
    • Qualifying why a customer is calling and helping only select customers.
    • Allowing a technical issue that negatively impacts customers to persist without seeking help right away to resolve the concern, e.g., audio or internet connectivity issues.
400

How many times must you ask for the business before saving as a quote?

twice and offer future rates

400

When should you attempt to sell a "sense of urgency". 

Name at least 3

  • The end of the month (EOM)
  • Fridays/Saturdays
  • Summer months
  • Holidays
400

Your customer wants to know if they move in to the storage and only need it for a week, will they get a prorated refund?

No we don't do prorated refunds

400

The customer’s preferred pick-up location is GREEN, What does this mean concerning scheduling?

The pick-up date and time can be confirmed when completing the reservation and does not need to involve the scheduling office.


400

What is expected of team members during a coaching?

Team members are expected to be receptive to feedback, take accountability, participate in the coaching solution, and act immediately upon coaching.

500

You ask for the business and your customer says they want to pay cash, they don't want to provide a card to make the reservation. What can you say?

"I understand you want to pay cash but we require a card only to set up your reservation, it's free to reserve and you can  pay  cash in person"- with the exception of cargo van/pick up

500
A customer calls in to say they need to extend their reservation but you notice another family needs it back at 12pm. You ask the customer to return the truck by 12 for the other family but they cannot. What do we do at this point?

Notate and then get the customer to traffic to extend

500
True or false: We cannot cancel a storage unit that has been moved into already

True. The location has to do this, contact the location for the customer

500

What should you do if you are going to be late or absent?


Call the attendance line 2 hours prior to the occurrence

Contact/follow-up with your manager

Leave a detailed voice message with the reason for your occurrence




500

How can we listen to the customer to offer them something they didn't ask for?

Actively hearing what is being said. 

Actively attempting to understand what is being said.

 Actively taking the appropriate course of action to provide assistance.



 

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