Non Negotiables ?s
At how many square footage should you recommend more than 1 truck/crew and/or advise all items may not fit in one truck/trip.
What is 2,000 sq.ft.?
Customer gets keys at 10AM when the apartment office opens up, what is the earliest arrival window we can give the client at the time of booking.
What is 12-7PM?
Before transferring a call, this should be looked up and identified
What is QID?
"No worries with Ameritex, this is ___ speaking, how can I help you?
What is the Opener
Customer is not ready to book, they have their quote and all questions answered. This is the next step
What is create a follow up?
For all mid-rises and high rise apartments, what question will have a direct affect on the arrival window?
What is elevator reservation?
The arrival time you give a client that is moving from Houston, to Dallas
What is 8-11AM?
Unacceptable form of transferring a call where you do not speak with the next agent
What is a cold transfer
"The only thing I'll need in order to complete your reservation is the trip charge. I can take that right over the phone with any major debit or credit card."
What is the closing?
What is "Quickies: booked with another company"
During which question did the customer mention that an item may require additional people
What is your heaviest item?
The appropriate tag to give to a client that asks for the biggest truck or mentions a significant amount of items being moved
What is 26ft truck?
A call log entry is documented for every call that comes in
What is Smart Moving Sales tab?
"one time charge and this covers the truck, fuel and mileage"
What is the trip charge?
You do not want your lead to be contacted or spammed
"What is Do Not Spam" lead status
The question that should prompt you to make sure that the item is emptied and all water lines, and/or gas lines are disconnected prior to moving.
What is "Are we moving any appliances?"
This is where a Houston-same day job booking gets communicated
What is the logistics channel?
Customer calls in with customer service complaints, OPS is currently away so this is where the information can be logged.
What is a customer service ticket?
The stage where you are asking non negotiable questions
What is The Discovery?
At day 1, what is step 3 after the call and the quote being sent?
What is "Send Email and TEXT “QUICKIES: Request For More Info" ?
This question prevents a duplicate or acknowledges a repeat.
Is this your first time calling or have you received a quote before or submitted anything online?
This window gets narrowed down the day prior to job date
What is 8-3?
You speak with the next agent, informed the QID and confirmed availibility
What is a warm transfer?
When does the hourly rate start?
What is "when the movers arrive at the first pick up location and you sign them in "
At what day for an unresponsive is the "Managers Special 1st sent in"
What is Day 3?