Chapter 4 Courtesy 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 pickup date, if less than seven days. The purpose of a courtesy rate lock is to save the rate, for a specific date, if the customer is unable to commit to a reservation at the present time.

Section 1 What is required to make a Courtesy Rate Lock?

In order for Sales & Reservations to make a Courtesy Rate Lock, the following information is required: First & last name Origin & destination Pickup date Equipment needed You must ask for an e-mail address, but its not necessary to save Daytime phone number (must also ask for a 2nd phone number)

Section 2 Overcoming the Customers Objection

Sales & Reservation Moving Specialists are required to ask the customer to confirm with a credit card twice. Asking for the credit card the first time comes immediately after quoting the rate to the customer. This process must be followed before offering a Rate Lock.

If the customers response to making a reservation with a credit card is no, the Sales & Reservations Moving Specialist must overcome the customers specific objection and ask for the credit 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)

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The Pick-10 list is a tool developed by the Sales & Reservations Department to help new Moving Specialists learn how to develop an effective response. The Pick 10 List gives the new Moving Specialists proven sales techniques used by successful Moving Specialists for responding to the most of the common reasons customers have for not wanting to make a reservation.

Pick Up Date P/U is Fri. or Sat P/U at month end Short notice Anytime OBJECTION I only want a rate

PICK 10 LIST: Overcoming Objections With A Sense Of Urgency SELL A SENSE OF URGENCY EVERY TIME This is a monitor call issue 1st and 2nd oversight = Coach 3rd Neglect = 1* (A) Friday and Saturday are our busiest days.. Insert at (B) The end of the month is our busiest time.. Insert at (C) This is short notice and many families have already reserved equipment Insert at (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 PICK 10 LIST: Use appropriate response, Sell Urgency at This is a monitor call issue 1st Neglect = Coach 2nd Neglect = 1 Star Call 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?

Im 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 credit card to make the reservation?

Not sure of date

3. and I strongly recommend that you make a reservation using your credit card
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 with spouse Paying reservation deposit with cash Do not own credit card, DECLINED, or MAXED Do not have a credit card with me Checking for my company, or someone else, or NOT ME paying Too expensive for my budget Check/CC Locally

4. Do you want to make a reservation with a credit card now, talk it over, and then
call back only if you need to change or cancel?

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

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

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?

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? 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?

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Section 3 How to Save a Courtesy Rate Lock in the CSF form

If a customer does not want to set up a reservation, after asking for their business twice, you must offer a Courtesy Rate Hold.

If your customer agrees to the Courtesy Rate Hold, arrow over to yes. If the customer does not agree to the Courtesy Rate Lock, their information will be saved as a quote (you will learn more about that in Ch. 5). In order to continue, select the Next button on the bottom of the screen

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Section 3 Advisories

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

Always select the appropriate customer response before continuing with the call.

Section 4 U-Hauls Callback Department

The Callback Department provides a follow-up call to customers with a Rate Lock. This can be done (as soon as) within 24 hours. The Callback Department is responsible for overcoming the customers objection, again, and offering incentives, when possible, to secure the customers business.

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___________________________________________________________________________________________________________ ___________

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 weeks from today. Because she is checking around for the best price, she only wants 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 on the 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. Britneys e-mail address: uhaulreallyrocks@yahoo.com

Record the reservation number here: ___________________________

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___________________________________________________________________________________________________________ ___________

CSF: Rate Lock #2 Bill Cosby

Bill Cosby needs to rent a U-Haul Moving Van. He would like to check on the price for a 17-foot U-Haul Moving Van from Philadelphia, Pennsylvania to Manhattan, New York. His current address is 1612 Theo Avenue NW, Philadelphia, PA 19102. His phone number is (215) 7568777. He is not quite sure about dates yet, as he has unfinished business to attend to in Philadelphia before he leaves. He has given you an approximate date of next Tuesday. He is insistent on not making the reservation 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 courtesy rate lock for Bill Cosby. Bills e-mail address: uhaulreallyrocks@yahoo.com Record the reservation number here:__________________________

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___________________________________________________________________________________________________________ ___________

CSF: Rate Lock #3 Judge Roy Bean

Judge Bean would like to reserve a 17-foot U-Haul Moving Van. He will be moving a two-bedroom condo from San Antonio, Texas to Tucson, Arizona on the first Saturday of next month. He would like to tow his 1962 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 free moving guide sent to Jbean@court.com. His address is 5980 E. Ina Rd. Tucson, Arizona 85741. His phone number is (520) 365-9857. He does not have a credit card or a debit card or checking information with him at this time. He will be calling back later with the appropriate information to make a reservation.

Record the reservation number here: __________________

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