FRM Interview

U-Move QM Form

Workshop by

Sebastian Corrao

Fill in the Blanks

Multiple Choice

What is the purpose of the QM form?

• To help qualify if call processes were followed and help grow and develop agents and teams.

• To nitpick at agents' calls

• To find what agents did wrong on the calls

• To make a reservation

Multiple Choice

What is the correct way to open every call?

• "Thank you for calling U-Haul Moving and Storage, my name is..."

• "This is U-Haul. How can I help you?"

• "How can I help you?"

• "What do you want?"

Multiple Choice

You must verify what is being moved or how many bedrooms are being moved.

• True

• False

Multiple Select

Why is it important to ask for the "cell" phone number?

• So we can have as much information as possible.

• So we can reach the customer after they move.

• So we can reach the customer at any time.

• Uh... we're supposed to ask for the "cell"?

Multiple Choice

When is the only time you can suggest a weight rating for towing?

• IF the customer states they have towed in the past

• If the customer is unsure of their weight ratings

• If the customer says to put temporary information

Multiple Choice

What if the customer does not know their towing capacity and has never towed before?

• Enter a U-Haul truck into HUB

• Enter temporary info - they can change later

• Offer to reserve a U-Haul Truck

• Inform you can't reserve without the info. Advise they callback

Multiple Choice

What is the first thing you do if there is no availability?

• Send to traffic

• Offer alternatives

• Sell advantages

• Nothing- can't reserve

Fill in the Blanks

Multiple Choice

When do you need to ask for the estimated mileage being driven?

• Always on a BE/BP

• On any In-Town equipment

• When BE/BP rental length is over 4 hours

• Never

Multiple Select

Which of the following are points of urgency?

(Resource: Pick 10 Objections)

• The rate is subject to change

• It is free to reserve/change/cancel

• Busy season (e.g. EOM)/others have reserved

• The equipment availability is limited

Multiple Choice

What is cross selling?

• Simply selling something else

• Selling a product/service in addition to that of which inquired or reserved

• Offering alternatives

• Not sure

Multiple Choice

Scheduling advisories must be read verbatim.

• True

• False

Multiple Choice

What is the proper way to close a call?

• Offer anything else and thank for calling U-Haul

• Offer future truck/trailer/storage

Open Ended

What is one new thing you have learned from this entire Workshop?