Chapter 4 - Courtesy Rate Locks

8/2/2019 Chapter 4 - Courtesy Rate Locks

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Chapter 4Courtesy Rate Locks

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Courtesy Rate Locks A Courtesy Rate Lock is a rate hold that will stay in the system for seven days or until the pickupdate, if less than seven days. The purpose of a courtesy rate lock is to save the rate, for a specificdate, if the customer is unable to commit to a reservation at the present time.

Section 1What is required to make a Courtesy Rate Lock?In order for Sales & Reservations to make a Courtesy Rate Lock, the following information isrequired:

• First & last name

• Origin & destination

• Pickup date

• Equipment needed

• You must ask for an e-mail address, but it’s not necessary to save

• Daytime phone number (must also ask for a 2nd phone number)

Section 2Overcoming the Customer’s ObjectionSales & Reservation Moving Specialists are required to ask the customer to confirm with a creditcard twice. Asking for the credit card the first time comes immediately after quoting the rate to thecustomer. This process must be followed before offering a Rate Lock.

If the customer’s response to making a reservation with a credit card is “no”, the Sales &Reservations Moving Specialist must overcome the customer’s specific objection and ask for thecredit card a 2nd time.

Concept of overcoming customer's objection

• Overcome the objection with the appropriate response. Repeat their objection.

•

Sell the urgency of making a reservation now.• Ask for the credit card a second time.

Example:“I understand that you are just getting price information. However, U-Haul is extremely competitive. We

are the only company who designs our equipment for the do it yourself mover. Equipment is reserving

quickly! I recommend reserving with a credit card now to lock in these prices. You are able to make

changes to, or cancel your reservation 24 hours prior to your pickup date. Which credit card will you use

to make your reservation? Pick-10 List (Pg. 42)




The Pick-10 list is a tool developed by the Sales & Reservations Department to help new Moving Specialistslearn how to develop an effective response. The Pick 10 List gives the new Moving Specialists proven salestechniques used by successful Moving Specialists for responding to the most of the common reasons

customer’s have for not wanting to make a reservation.

PICK 10 LIST: Overcoming Objections With A Sense Of Urgency

Pick Up Date SELL A SENSE OF URGENCY EVERY TIMEThis is a monitor call issue 1st and 2nd oversight = Coach 3rd Neglect = 1*

P/U is Fri. or Sat (A) “Friday and Saturday are our busiest days..” Insert at

P/U at month end (B) “The end of the month is our busiest time..” Insert at

Short notice (C) “This is short notice and many families have already reserved equipment…” Inser

at

Anytime (D) “Many families have already reserved equipment for around this time.”

OR “you can reserve now with a cc# to lock the rate from going higher.” Insert at

OBJECTION PICK 10 LIST: Use appropriate response, Sell Urgency at

This is a monitor call issue 1st Neglect = Coach 2nd Neglect = 1 Star Call

I only want a rate 1. “I want your business and I know the rate is important to you.” You can change

or cancel your reservation 24 hours prior to your pick-up. Can I set up your reservation with a credit card and protect the current rate?”

I’m shopping around 2. “I know the rate is important. However, U-Haul equipment has many features

specifically designed for household moving. If you get a lower rate, you can call

back to compare costs. Also, ‘ ‘ With this in mind, would you like to use your credcard to make the reservation?

Not sure of date 3. ‘ ‘ …and I strongly recommend that you make a reservation using your credit ca

now. You can change or cancel your reservation up to 24 hours prior to your move. What card would you like to use?

Have to check withspouse

4. ‘ ‘ Do you want to make a reservation with a credit card now, talk it over, and the

call back only if you need to change or cancel?

Paying reservationdeposit with cash

5. ‘ ‘Do you have a credit card or debit card just to set up your reservation and you

can pay in cash when you pick-up?

Do not own creditcard, DECLINED, or MAXED

6. “Do you have a debit card or access to another card you are authorized to use?”

Do not have a creditcard with me

7. ‘ ‘ Do you have a debit card or checking account to use today to make your

reservation?

Checking for mycompany, or someone

else, or NOT MEpaying

8. ‘ ‘ … and if you place a reservation for them at this time the rate will be held, and

you can call back to change or cancel. Would you like use your credit card now?

Too expensive for mybudget

9. The rate for a trailer is lower. Would pulling a U-Haul trailer be an option for you

to lock the rate with a credit card?

Check/CC Locally 10. Making a reservation now with a credit card/check will be faster & easier, plus ‘ ‘Do you have a credit, debit card or a checking account to set up your reservation?




Section 3How to Save a Courtesy Rate Lock in the CSF formIf a customer does not want to set up a reservation, after asking for their business twice, you mustoffer a Courtesy Rate Hold.

If your customer agrees to the Courtesy Rate Hold, arrow over to yes. If the customer does notagree to the Courtesy Rate Lock, their information will be saved as a quote (you will learn moreabout that in Ch. 5). In order to continue, select the “Next” button on the bottom of the screen




Always select theappropriatecustomer response

before continuingwith the call.

Section 3Advisories

Make sure you check off all advises as you read them to yourcustomer.

Section 4U-Haul’s Callback Department

The Callback Department provides a follow-up call to customers with a Rate Lock. Thiscan be done (as soon as) within 24 hours.

The Callback Department is responsible for overcoming the customer’s objection, again,and offering incentives, when possible, to secure the customer’s business.




___________________________________________________________________________________________________________

___________

CSF: Rate Lock #1 Britney Spears

Britney Spears needs to move. She would like to check on prices for renting a 17-foot Moving Van or a 26-foot Moving Van from Indianapolis,Indiana to Phoenix, Arizona. She is planning to move exactly 3 weeksfrom today. Because she is checking around for the best price, she onlywants to make a courtesy rate lock. If all works out, she will call back later

with her checking account information to pay for the reservation deposit onthe least expensive Moving Van. Her address is 3544 Washington Road,Indianapolis, Indiana 46219. Her phone number is (317) 352-0182.Please set up a courtesy rate lock for Britney Spears.

Britney’s e-mail address: [email protected]

Record the reservation number here: ___________________________




___________________________________________________________________________________________________________

___________

CSF: Rate Lock #2 Bill Cosby

Bill Cosby needs to rent a U-Haul Moving Van. He would like to check onthe price for a 17-foot U-Haul Moving Van from Philadelphia,Pennsylvania to Manhattan, New York. His current address is 1612 TheoAvenue NW, Philadelphia, PA 19102. His phone number is (215) 756-8777. He is not quite sure about dates yet, as he has unfinished business toattend to in Philadelphia before he leaves. He has given you anapproximate date of next Tuesday. He is insistent on not making thereservation with a credit card. After overcoming a couple of his objections,he finally agrees to set up a courtesy rate lock. Please set up a courtesyrate lock for Bill Cosby.

Bill’s e-mail address: [email protected]

Record the reservation number here: __________________________




___________________________________________________________________________________________________________

___________

CSF: Rate Lock #3 Judge Roy Bean

Judge Bean would like to reserve a 17-foot U-Haul Moving Van. He willbe moving a two-bedroom condo from San Antonio, Texas to Tucson,Arizona on the first Saturday of next month. He would like to tow his1962 Austin Healey 3000 behind the U-Haul Moving Van with all four

wheels off the ground. He would like a copy of the customer letter and freemoving guide sent to [email protected]. His address is 5980 E. Ina Rd.Tucson, Arizona 85741. His phone number is (520) 365-9857. He doesnot have a credit card or a debit card or checking information with him at thistime. He will be calling back later with the appropriate information to make areservation.

Record the reservation number here: __________________


Documents

Chapter 4 - Courtesy Rate Locks