Client Communication Script Overview

Introduction

• Purpose: Understanding the basic client communication script for Move Wheels.
• Recommendation: Watch the video at least twice for comprehension.
• Applicability: Adjust script for different company names if not working for Move Wheels.

General Script

• Initial Contact: Respond to new leads within 5 minutes.
• Introduction Example:
  • Use client's name often to establish connection.
  • Example: "Hi John, my name is Serge from Move Wheels Transportation. Are you still looking for vehicle transportation?"

Client Responses

• Positive Response:
  • Ask about the urgency of pick-up.
  • Offer multiple pick-up days (e.g., today/tomorrow, next month).
• Negative Response:
  • Politely end the conversation if the client is not interested.
• Uncertain Response:
  • Confirm the client’s decision and offer your pricing to potentially change their mind.

Voicemail Strategy

• Sample Voicemail:
  • Include name, company, offer, and contact information.
  • Optionally, do not mention price to intrigue the client.

Handling Client Questions

1. Cancellation Fee
   • No cancellation fee unless a driver is assigned.
2. Payment Process
   • Partial deposit after pickup, balance at delivery.
   • Deposit covers fees, taxes, insurance.
3. Certified Funds
   • Include money orders, cashier’s check, and company check.
4. Personal Items in Car
   • Up to 100 lbs allowed, extra negotiation required.
5. Vehicle Preparation
   • No loose parts, less than 100 lbs of personal items.
6. Insurance
   • Vehicle fully insured with specified coverage limits.
7. Delivery Timeframe
   • Approximate based on distance (e.g., coast-to-coast or north-south).
8. Terminal Use
   • No terminals; usually door-to-door.

Addressing Objections

• Price Concerns:
  • Clarify realistic pricing vs. low quotes with potential increases.
• Why Choose Us:
  • Highlight experience, ratings, and client recommendations.
• Safety and Convenience:
  • Benefits of shipping vs. driving.

Difficult Questions and Objections

• Day-Specific Requests:
  • Check availability and provide a likely window.
• Driver Information:
  • Only after contract and payment details are confirmed.
• Pricing Guarantees:
  • Avoid using "guarantee," provide possible scenarios affecting price.

Conclusion

• Order Process Recap:
  • Gather pickup/delivery addresses, contact info, and timeframes.
  • Ensure vehicle operability, send contracts, and collect payment info.
• Final Recommendations:
  • Keep conversations concise, around 15 minutes max.
  • Re-watch the material to reinforce understanding and start application.