Call handling
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?"
Will we rent an auto transport to a Penske/Budget customer?
No, the uhaul label is too small on the AT/TD to advertise so we don't allow this.
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
What should we do before canceling a reservation?
Offer to reschedule
Scheduling manager/traffic.
Provide a scenario where it is appropriate to offer a Ubox
Customer is moving across the country but isn't comfortable driving our trucks, customer is doing some home renovations and is looking to store their things for a while. Customer is going off to college and needs to move their things.
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
We cannot but we can contact the location and have them call the customer back.
No, they are all one size. 8x5x7.5
Do any of our trucks have lift gates?
No they do not
What are the 3 steps to overcoming an objection?
Add a sense of urgency
Give a sense of urgency
Ask for the business again
Are we able to extend a one way reservation?
No, this will go to the appropriate traffic number.
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
What is the purpose of a "cross contact" page?
This shows the location address, services offered and hours of operation. You can also find traffics number by clicking MCO
When we cancel a reservation, do we send the customer a cancellation confirmation email?
We do not but they can check uhaul.com/orders and it will show as cancelled.
How many times must you ask for the business before saving as a quote?
twice and offer future rates
Which of our vehicles cannot be taken one way?
Cargo van, pick up truck, 17ft truck
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
What is the extension for customer service?
620911
Can our trucks or trailers be taken to Mexico?
No they cannot
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
Notate and then get the customer to traffic to extend
True. The location has to do this, contact the location for the customer
Which of our trailers have a ramp?
5x9 ramp trailer
6x12 ramp trailer
How can we find out if a location offers propane?
Cross contact, propane will be listed under services if it is offered