UHAUL ADVANTAGES
Cost to cancel a reservation
What is $0
*Budget $75.00
Way to greet a customer
What is Greet each customer in a prompt, welcoming manner and give each customer your first name
When to ask for the business
What is immediately after quoting the rate
How many scheduling advisories
What is 4
*Scheduled
*Unscheduled
*No Availability
*I Need More Time
Who pays tolls
What is Customer is responsible to pay all tolls and will be billed by U-Haul within 30 days if not paid at time of travel
Additional Driver Fee
What is $0
*Budget $14.00 per driver
*Penske $10.00 per day
Proper way to place a customer on hold
What is only ask customers to wait or place them on hold for business reasons - Keep wait and hold time to a minimum.
How to ask for the business
What is in the form of a question
*Which credit card would you like to use to make this reservation?
#1 Advisory
What is 100% guaranteed -Scheduled-(Green)
- Customer is guaranteed time, location, and equipment.
Cost of additional miles used one way
What is $1.00 (US) $.62 (Canada)
U-Haul Moving Options
What is truck share-24/7, U-Box, Moving Help, Trailers, Storage, More towing options
*Not available with Budget or Penske
Reason for transferring a customer
What is only transfer a customer when absolutely necessary and only if you determine you cannot assist them
Incorrect ways to ask for business
What is "All that is needed is a credit card to reserve it, there is no charge." (Not clearly asking for business, just mentioning it)
"We can reserve with a credit or debit card"
"Did you want to reserve this today?" (Not mentioning a form of payment)
#2 Advisory
What is Unscheduled-guaranteed to receive a call and agreement on pick up time, equipment and location - unscheduled- (Orange)
Towing with competitor
What is only enclosed trailers
Cost of one-way environmental Fee
What is $5.00
*Budget $17.50
*Penske $9.00
Proper way to end a phone call
What is asking if any other assistance is needed and mutually ending the call
3 steps to overcoming objections
What are
Understand, (repeat customers concerns)
Show a sense of urgency
Ask for the business a second time
#3 Advisory
What is Preferred pickup; no availability - Guaranteed to receive a call from scheduling. - no availability-(Red)
Updating storage contract
What is All information can be updated online or at the location Do not update customers information over the phone
Do not change anything on storage accounts. Note the account of the changes requested and who you spoke to.
Send message to location
# of locations
What is over 22,000
Steps to transfer a call
What is
Cost is too high
What is to sell U-Haul advantages
Reading Scheduling Advisories
What is Verbatim
Do we rate match
what is no instead we sell the U-Haul advantages