Transfer Me Where
Customer calls in because their parent died and had a storage unit and want to know how to retrieve their items ?
What is send message to the location for call back after confirming the location of storage searching in WSS or CMT.
Is this number you would like to make a reservation with you are calling from?
What is May I start with your cellphone number please?
I am a card that have a major credit card logo and can be used to rent anything except as an initial deposit for pick up on a Cargo Van or pick up truck?
WHAT is Cash App card or Prepaid card with major logo?
When there is no one on line to message a location what do you do?
What is send email to GM/Entity number and cc Rey
YOU CAN TAKE A PARTIAL STORAGE PAYMENT
What is FALSE?
We also cannot take a split payment which is also a partial payment on 2 different cards.
Customer calls in stating they are a police officer assisting with a abandoned U-HAUL?
What is Equipment Recovery?
Customer calls in for a friend and mentions their friend has no legs and 1 arm and they are assisting with making a reservation.
What is Oh no that must be tough (empathy) You are a great friend and I would be happy to assist you with this move? (eagerness to assist)
What is a rental period?
WHAT IS the time frame the customer agreed to use at the time of pick up?
Extensions: Customers can request to extend their rental period if needed. It's important to inform them that additional charges may apply for extensions beyond the original rental agreement.
Customer Request a dolly for their move?
What is offer the appliance dolly or the regular dolly
DO NOT OFFER all 3
YOU CAN TAKE A PAYMENT FOR A STORAGE AFFILIATE
What is FASLE?
Customer calls in and states that their truck broke down & they need a new one right away.
What is road side Assistance
Close ratio?
What is the amount of calls you took/the amount of calls you closed business on
BENCHMARK indicates you are not effectively educating customers (overcoming)
IM 8 X 5 X 7.5
What is a U-Box?
YOU CAN'T RENT ONE OF THESE AFTER HOURS WHEN THE STORE IS CLOSED.
WHAT IS YOU CAN'T RENT ANY KIND OF TRAILER OR TOWING DEVICE?
YOU CAN GIVE CUSTOMER'S THEIR STORAGE ACCESS CODE.....
Customer calls in and state they received a reservation they did not make and think there is Fraud
What is Customer Service
Performing all scheduled work activities during your shift, at the time they are scheduled – breaks, lunch, meetings, etc
What is scheduled Adherence?
CUSTOMERS MAY INCUR THIS CHARGE DEPENDING ON THEIR METHOD OF PAYMENT PICKING UP RENTAL EQUIPMENT.
WHAT IS A DEPOSIT?
When the call drop for any reason, what is the expectation?
What is place Finesse on Disconnect call back and send message in chat for management and seniors to be notified?
You can add to the #2-3 advisories your own script?
Examples:
1. you will get a call today?
2.You will get a call in 30 min
3.It's there I just can't schedule the pick up time
What is FALSE?
Customer purchased a truck on line and need the vehicle information to get tags
What is truck sales?
NPS ?
What is NET PROMOTER score based on customer feedback and shows customer satisfaction with your service.
Hitch reservation cancellation/changes
WHAT IS HITCH SALES?
Bonus: changes you can message the location to give the customer a call back.
I CAN'T DRIVE MY U-HAUL ACROSS THE BORDER TO WHICH COUNTRY?
WHAT IS MEXICO?
Customers can use a prepaid card to pay?
What is True?
Prepaid Cards: Prepaid cards are generally treated like cash and are not accepted for initial rental deposits on cargo vans and pickup trucks. They may be used for final payments when the equipment is returned.