Hi everyone, welcome to the next video of our education. In this video we'll take a look at the script. So this is basically the basic script that we use while we communicate with our clients. So make sure you watch this two times at least. In this case we'll give you a good comprehension on the material.
So the script will be divided into several parts. The first one is called general script and that's basically what you start with. So So when you start working with a client, you will work with the client in the form of the leads.
And it says that every time you have a new lead, you should respond to the lead. That means that you need to start working within five minutes or less. Our typical conversation should be like this.
And then that goes to the script that we're going to read. So pay attention that this script is specifically written for the company name Move Wheels. And if you're working from some other company, you should adjust the script so you cannot use Move Wheels. So you should put it like exactly your name of the company that you're working for.
So in this case, we'll take a look at the company name Move Wheels. So it has a different location and, of course, a different name. So when you start the conversation, and in fact, if you reach the client, then your conversation would be look like this so hi then it goes the name of the client and we'll just let's read it first so for example hi john my name is serge and i'm calling you with move wheels transportation company i see that you submitted a request regarding transporting your vehicle just want to check with you if you're still looking for a company to move your vehicle so when when you have a conversation with the client i would strongly suggest you to use the name of the client several times the conversation just in the beginning.
When people hear their name they just feel a little bad about that. So this would be just the introduction line. So this is something that you're going to use like very very often and it's very simple.
So nothing just to stop here. So let's move forward and then after you just made this introduction there could be several alternatives let's say. So I basically made the three alternatives how the conversation can go so the first one it says yes i'm still looking i'm just collecting quotes i'm just shopping around not until december i'm just being an auction so all those things that we just uh i formed them into the positive answer so the client is not denying he's not rejecting you so and he's willing to communicate with you so the second one uh it might hear like we decided not to move we decided not to buy the car we decided to drive and if we're talking about like objection we decided to drive just see that below how we're going to work with these objections but obviously in this case it says that the client is not very interested and that would be like a strong negative aspect of that and the third one um it's like could be it's already been taken care of no we are not i'm all set so as if the client says well i'm not interested but so there is always like about things so let's let's um read in the first place when it's like a strong positive response from the client so we can reply so wanted to ask you how soon do you need your vehicle to be picked up um it's ready now for example you can hear or it's going to be ready next month or next week Okay, we can pick it up today or tomorrow for the lowest price of $500, all fees, taxes and insurance included, and it will be door-to-door delivery for you.
So, should we go ahead and book a spot for you? So, if it's ready now, then you can use today or tomorrow. It's always good to give like several days for the picker because sometimes you don't know if you can just arrange exactly today or the client needs exactly today.
so it's a good idea so for example if you say another um it's ready next month so instead of today or tomorrow should be let's say first or second off and then the months that is coming next all right so let's move on um you asking if you just you just push the client to make a decision to to book with you right now and you might hear Not right now, I still need to think about it. So we can say, sure, no problem. You should expect an email from our company with more details. Feel free to call me if you have any questions. Or if the client says, can you send me an email?
me an email so it's a very common thing when the client asks you can you send me an email you can say well i already did or you should expect an email from from my site so the second option like when we say that it's a strong negative answer that we're not gonna deny and so we're gonna say okay all right thank you have a good day bye-bye so we know that if they decided not to move then there's nothing we can talk about in this case The third case, it's similar to the first one, but we feel like we got a negative response, but in fact we want to just to make sure it's exactly negative. Maybe it's not that negative. So, can you tell me if you have found a company that would transport your vehicle?
For example, yes, I did. Could you tell me their price? The price I'm offering to you is $500, all fees, taxes, and insurance included, and it will be door-to-door delivery for you.
So, how does this sound to you? Probably works fine for me. Okay, can you tell me when your car needs to be picked up?
It can be picked up anytime next week. Okay, we can send my driver to pick it up any day next week, starting as soon as Monday, Tuesday. So basically, we're not sure if the client really found somebody or he's just tired of all the calls that he's getting. And so he's like, no, no, no, I'm all set. But in fact...
our main goal here is just to give our price so whenever the client hears our price he might change his mind he let's say he he got like a tons of calls for six hundred dollars and then you call and say it's five hundred dollars and he's like oh okay it's it's a good price so i should when can you pick it up for example so this is basically the the start start point for you so it's a it's a very typical conversation and when you just call in those leads So people not ready to make a decision right away. So in most cases, this is what your initial conversation would look like. So it's not very deep.
So the clients, they are not asking you too many questions. But this limits in some cases to that. So your conversation shouldn't be more than, let's say, 50 seconds or something.
So you say, hey, I'll send you an email or hey, we can do it. And that's pretty much it. Then, in case if the client is interested or if they say they call you back later, this is the main script that you're going to use to answer their questions.
But before that, we can start with how you leave the voicemail. Because the voicemail, this is one more approach to the client. So you can just leave the voicemail. They're going to like your voice.
They're going to call you back. Or at least you can just intrigue them and they say, hey, I want to check the price. So The typical voicemail would be like this.
Hi John, my name is Serge and I'm calling you with Move Wheels Transportation Company. Just want to let you know that we can move your vehicle for the total price of $500, all fees, taxes and insurance included. And it will be door-to-door delivery for you. If you're interested, please give me a call back. 904-863-8500.
Thank you and have a good day. Bye-bye. So, that's pretty much it. In some cases I can suggest you not to tell the price, just to intrigue a little bit.
So you can say, hey, I have a good offer or I have a great offer for you, so just give me a call back so we can just discuss it with you. This is my number, you can reach me out. Like I said, just the way you leave the voicemails. And I really encourage you to leave the voicemails, because the more approaches you're going to make to the clients, the higher chances of booking this. this client as we said previously they are distributed into multiple companies so you should stand among other companies somehow like like i told you previously like a client can like your voice for example and then this is one of the reasons why they're calling you back okay so what are the typical questions you might hear from the clients so the first one um what about cancellation fee do you have any cancellation fee so basically our answer would be we do not have any cancellation fees so you can cancel your order anytime you wish however if the driver is assigned to order the deposit becomes non-refundable so you can say jack do you have any cancellation fees no we do not have unless the driver is assigned um we're gonna talk about this a little later about like at what period of time do we assign a carrier so we won't like strongly have feeling that like we want the client have the strong feeling that the carrier has been assigned already and that it's unreasonable to cancel at any time basically but the cancellation fee for the deposit non-refundable it's not that we use just to make money but we more like using it just to to save the client in case if somebody offers him let's say 50 less and he wants to cancel with us go without the company and then he realizes if um they already have the driver and i would have to pay 200 off deposit non-refundable then it doesn't make sense going to another company so we basically hold um the client so this is the main reason for cancellation fee so the next question and i think this is one of the the most important questions uh throughout your work is about the payment because if you understand how the payment works it helps you to understand the whole idea of of billing basically so um in my like a kind might say how does the payment work on when do i pay or anything that is related to that question so we say we will charge a partial deposit of $200 and $200 this is like the minimum so depending on the carrier pay so if the carrier pay and the carrier pays how much the driver is making so let's say if the driver making higher amount then your deposit should be higher as well so for example if it's like a thousand dollars that the driver is making so it's okay to be $200 but when the carrier is making $2,000, your deposit should be at least maybe $300 or something like this.
So going back to this question, we will charge a partial deposit of $200 only after the pickup. The balance you will pay at the delivery point to the driver's cash or any certified funds. The main thing that you should highlight here is that we do not charge anything up front. It's only after it's been picked up. Okay, so...
Also, we might hear, what do you need deposit for? So, the answer to this question is, we need to deposit to cover all fees, taxes, and insurance. So, something that you will not be able to ship your vehicle unless you have all that.
So, here it says that cash or any certified funds. I understand that the word cash probably is understandable for you, but the word certified funds might be not that clear to you. So, What is certified funds? First of all, there's three types of certified funds.
And what you need to know about certified funds, that this is not electronically payments, but this is the physical papers that the client should handle to the driver. Okay, so what are the three types? The first one is money order, then there's a cashier's check, and there is a company check.
So it's basically all physical papers. that you need to provide to the driver and this is explanation how the client should make those type of certified payments unless for example someone doesn't know or you just give an explanation how the client should make it so as for the money order so client needs to go to walmart or 7-eleven with the credit card and you can make the money order to the name of the carry company so walmart and 7-eleven this is a like a big supermarkets big big grocery stores where this this can be arranged so the cashier's check so in order to make it or to issue you need to go to the bank and make the cashier's check to the name of the carry company so basically the bank will be involved so it's a basically like a bank check so to say company check if you own a business you can issue a check to the name of the carrier company and handle it to the driver at the delivery point. So they will accept the company check because it's a certified check. But if we're talking about the personal check, the driver will not accept a personal check just because the personal check it's it's something that is not certified. So you can write a personal check for a million dollars, but in your bank account there might be just ten dollars.
So nobody will be able to get one million dollars. So it's it's called it's not certified so the company check it has a little different securities so to say all right so let's move forward so the next question can i pay everything at the delivery point so what it means that the client would not would prefer not to provide you with the credit card information by any means he said well i've done this before i've been burned whatever i just do not do not want to provide that can i pay everything at the delivery point so Absolutely bad idea for us because in this case we have no commitment from client side so he can cancel with us anytime. Our response would be like this.
Actually, we do not do that, as drivers prefer not to deal with orders without commitment from the client side. Because what happens, people do not provide their credit card information and then cancel last minute. And the driver ends up with empty spot. So drivers avoid dealing with orders like this. So it's not more like we care about the driver who ends up with empty spot, so we care about more of ourselves.
So if the client cancels, we do not have any other client. If the driver has a cancellation and he has an empty spot, he has a bunch of other orders he can get and he can fill that spot. So it's more like about us rather than about drivers.
But we explain that if you do not provide the credit card, it will be impossible for us to schedule the driver because nobody wants to deal simply with this. And then you can basically ask why would the client does not want to provide you with the credit card information. And.
who knows maybe it falls one of those aspects and just the client doesn't know that there's some alternatives or he's simply afraid to provide it to you and in most cases they can say hey you know what i provided my credit card i've been charged nothing was done so you can say we do not charge anything up front only after it's been picked up but again try to avoid all this in some Worst case scenario, you can go without taking the credit card information, but I would suggest you not to deal with those cases. So the next question, what if I want to pay everything to you guys? It's a better option because we're definitely going to be paid in this conversation. But in this point, the client wants us to pay the driver, which is also not a great idea because we might... mess up with the paying the driver, then the driver would not release the vehicle on the delivery point.
It brings a lot of troubles because when the client is responsible paying the driver, all the faults, all the problems that he creates with late payment or non-payment, they all basically on the shoulders of the client, not on us. When he says I want to pay to you guys, the full responsibility just turns into our shoulder so we want to avoid all that so we typically would not like to do that so the only case when we can do it is when the carrier pay is less than three hundred dollars so let's say it's six hundred dollars so we get three hundred dollars for ourself and then three hundred dollars for the drivers then maybe yes we can try to take everything for us but you need to understand that there's also bank transaction fee which is so we get this money from the client's account and we're sending them to the driver's account. So usually you're losing money when you do all those transactions.
But like I said, in the worst case scenario, you can do that, but make sure it's not more than $300 of the carrier pay because there might be chargebacks. So when the client goes to the bank and says, hey, I want to get the money back because I didn't like the service or just because I didn't get the service. So. if he pays everything to us and something happens he wants to get the money back so he get the whole amount not all just to deposit but the carry pay that we already pay to the driver so we end up in a not very good situation so that's why we have 300 limit because 300 it's not a critical amount so we can deal with it but still um rather not to do so in this case we can say unfortunately um you cannot do that, may I know why you would like to do that as the driver is expected to be paid at the delivery point? And then you can, if you ask the client why he would like to do that, in some cases you just understand that the client might not understand all of the aspects because there's always some alternatives how they can pay with a credit card.
There's like online services that they can use. It's like Zelle, Venmo, Cash App, and... they can pay the driver basically at the delivery point but safe to say just try not to take the whole amount to us try to just take the deposit and the balance um to the driver they pay by themselves all right um so the next question is how does it work let's say the client says how the generally how does this process work okay to start the process i will need your pickup and delivery addresses and we're good to go. We will be contacting the drivers on your route to assign the one that fits your dates.
At the date of the pickup, we're going to charge a partial deposit from your credit card and once the vehicle is delivered, you will pay the driver the rest of the amount. So that's just a brief explanation how it all works. So in order just to place an order, we need just addresses and that's pretty much it.
And the credit card will be charged. So basically they are... interested in what do you need and about the payment.
So then you explain the payment that nothing is a charge up front, only after the pickup and then the delivery point is the remaining balance. All right, the next very common question that you might hear, can I put some of my personal items in the car? So you can say you can put up to 100 pounds of personal items in a trunk or inside the car but below window level and make sure it's properly secured most of the drivers they would be okay with 100 pounds of the personal items maybe even 150 it all depends on the volume so if it's uh something not bulky and it's say in the trunk or just below in the level i think they would just ignore if it's something that is takes like lots of volume in the car let's say pillows or something and it's like the car is filled with that they might not be okay but in most cases the drivers are fine with that so next question what if i need to ship more than 100 pounds this is something you should negotiate directly with the driver and right now it's hard for me to say if the driver will charge you extra or not it might be free of charge or the driver will take 75 to 100 dollars um on top of it and make sure that Americans they put the dollar sign in the beginning not in the end so it's more like a mistake here everything that is connected with the personal item that's something that probably the client will just communicate with the driver directly so this is like the way we explain that and this is way more than enough so the next question um what should i do to prepare the vehicle for transportation Okay, in fact, you don't have to do anything with your vehicle, just make sure it has no loose parts, and that it has less than 100 pounds of personal items inside. So about the personalities we said before, and the loose parts, because if there's any loose parts, they may be just whether damaged or just lost somewhere along the route. So just make sure.
um it's it's not just disattached from the vehicle all right so the next one i guess brokers are actually carry company we are broken company and all the companies that you spoke with they are broker companies the thing that the care company do not work directly with clients so we might sound like the carrier company and we want to sound like a care company because the clients they prefer just to deal with the care company but the thing is they will never be able to deal directly with the care company because it's just impossible so we want to sound like him one and so we can say such thing as i can send my driver well or my driver ready to pick it up that day so i want to say my driver it's not necessarily says that this particular driver is sitting next to you and he's waiting for for the client so figuratively speaking we can say hey my driver that's the driver that we're going to hire for this particular client and we can get a response from the client so but i had a call from care company just a minute ago so what some company does they pretend that they are care company but in fact they are still brokers so what happened they still can have say one or two trucks that operates separately from the brokerage department so we have the same in our company so we have our own trucks but they are the the people who manage those trucks they are not even in our office or they are in a separate office so it's it's they registered our company but they operated with different people and so it's very very rare when we ship our cars on our trucks so we in 99.9 cases we hire someone else's trucks just because it's more convenient rather than take our trucks there say a thousand miles from the pickup location but again we do not say that we are carriers we would tell them straight away that we are brokers so you say yes it might be true that they have a truck it might operate from new york to florida but you need to ship say a car from texas to california that will still broker your vehicle well we just explained that different routes and not necessarily they have one truck it will operate exactly that day on that route that you need so it just basically not true how many days will take to deliver usually driver covers up 400 miles a day seven to ten days coast to coast three to five days north to south so there's like several basically two two reasons how to figure out how many days will take to deliver just you will have the amount of miles that you need to cover and you just divide them by 400 and then you get the amount of days or you just do this visually so coast to coast north to south and this gives you an idea how many days will take so when the client asks you when should expect the vehicle to be delivered so you shouldn't start your answer with well usually driver cars are 400 miles so then calculate yourself no it shouldn't be like this it's best if you just give the straight answer like five days six days it's going to be delivered by Tuesday or wednesday whatever but if you started with um usually our drivers covers 400 miles a day so in your case uh it would be let's say five days okay what is door-to-door delivery um the driver will pick it up right from your door and will deliver to the address that you will indicate to us and this is like the most typical way so we always say it's a door-to-door delivery that means that um You provide us with the pickup address, you provide us with the delivery address, and we'll just do it like this. But not in all cases is this going to happen. So the guy must say what time you will not be able to do door-to-door delivery. Or this is just for you to understand in what cases we'll not be able to do it. The only time a driver will ask to meet in the nearest big parking lot, when the streets are too narrow for the big truck, when it's a dead end, or if it's a round dead end, it's called...
cul-de-sac all the trees are hanging too low so basically there's three options when the driver will not be able to do it just not not just because he doesn't want to do it but there's a physical limit um narrow streets trees are hanging too low it's a dead end and also called cul-de-sac do you have a terminal where i can drop off or pick up my vehicle from or to We personally do not have any terminals as we do door-to-door delivery. So in this case, we can arrange late delivery for you. I can just Google the nearest terminal where the driver can store your vehicle. Not a good thing about using a terminal.
It's more like if, let's say, a client says, hey, you're not going to be at the delivery point until that date. And the driver wants to drop off the vehicle, say, two days or a day before. this date so it's easier just to try to arrange that with the driver so driver just delivers it a little later rather than just looking for a terminal somewhere in the area does my vehicle will be insured during the transportation it's a very common thing when people ask you about the insurance is it going to be insured of course it's going to be insured of course it's going to be safe and and sound So the answer would be don't worry your vehicle will be fully covered and you can say bumper to bumper coverage during the whole transportation and then you can say what's the coverage limit. So for the open carry it's a hundred thousand dollars coverage and for enclosed it's up to two hundred and fifty thousand dollars.
I put those two numbers in one sentence but if you know that you are shipping in an open trailer you don't say nothing about the enclosed one and Same story if you're shipping it in closed and you do not mention the open trailer. So you say, well, don't worry, it's going to be fully insured. The insurance is $100,000.
What else you can say that the whole truck is insured for $1 million. All right, so the next one, what should I do if the vehicle is damaged? Again, you can say, don't worry, it's going to be everything's fine.
Doesn't happen a lot, but... Even if it happens, both on pickup delivery locations, unit driver will make an inspection and if everything happens to your wheel vehicle during transportation the insurance company will cover that if just to give you a little more idea about how this happens so the paperwork at the pickup and delivery location is called bill of lading that's some something that they will indicate if there's like any damage at the pickup or on the delivery location and then in order the insurance company to pay the money to the clients usually the client needs to make an estimate in a local workshop just to get an idea then he sends this to insurance company or insurance company will make the estimate by themselves so this is for you to understand how this actually happening so what kind of trucks are you guys using it's 8 to 10 car hauler similar you saw near the dealership so i think it's all understandable so how do i check the shipment of the vehicle you should have the phone number of the driver you can contact him her at any time or you can call us and we'll find out location of vehicle so this is just to give you an idea that there's no gps's and no application so it's very old school outdated business so you should just give a call um okay do i have to be present at the delivery or pick up points okay so pick a point You don't have to be present at the pickup point. It could be your friends, neighbors, or relatives who can provide the keys to the driver.
So it's very simple. Everybody who has the keys can provide them to the driver. It doesn't necessarily have to be you. Okay, with the delivery, a little bit different story. So you don't have to be present at the delivery location as long as you figure out how to pay the driver.
So on delivery point, the aspect that needs to be looked through is who's going to pay the driver so if there's someone who can pay the driver the driver can provide the keys to that person so it doesn't have to be you specifically but anyone else all right so let's move on um why should i choose you guys we're in this business for over 10 years we have five star rated company on transport review and trust pilot so this is the two websites and are specifically designed to to leave reviews um i don't know which one is more popular probably trust pilot is more popular uh transport review is probably less known so we have thousands of happy clients who recommend us to their friends so that's kind of the answer we give to that um will my vehicle be driven also some of the common fears that the client has the only time the vehicle will be driven is only when the driver is loading it on and off the truck the vehicle uh will still on one truck during the whole transportation it will not be shuffled around so i think it's it's understandable so nobody gonna drive the vehicle so there will be no extra mileage on the on the vehicle okay then there's a tricky one the questions you don't know the answers to so for example the client asks you do you do that or do you know like this and then it doesn't ring a bell to you so you have no idea what they are talking about so you can say it it's it's normal when you say i'm kind of new in the company and i can ask um and i cannot give you the answer to this question i can check with my mentor and i will call you back so you would sound more professional so say hey i'm kind of new and the question you ask me that i i just i'm not familiar with and i'll i'll check and i'll call you back so it's it's it's normal when you say that so you just you keep yourself professional rather than saying some random stuff that is not related to the question and that would be just a proper answer but just pay attention it doesn't refer to where you guys located so if you say hey i'm kind of new i don't know that that's probably it's it's not a good idea so you should know exactly where the company is located uh you cannot say that you are not from the united states so you're somewhere abroad unless you are in the United States and you are in some different state. So you could say, hey, I'm from Wyoming or something like this, but you cannot say, hey, I'm from some other country. So you should know before you start calling your clients, you should know exactly where you're located.
So not only the address, but you need to know the city, you should know the state, you should know the county, not country, but county. And you should know if it's a small city, for example, like let's say Move Wheels is located in Greencoe Springs. And Greencoe Springs is a small city, probably not a lot of people are familiar with.
with that so you should know what are the biggest cities are next to that city so where you guys located um it's a common question because some let's say people want to ship it from texas to california then you call from with a florida number they have a caller id and the caller id says hey this is from florida and they're like where you guys from like uh not which when where you originally from but like what's the location of your company so they want to know like are you sure you can move from california to texas and say yeah yeah like we do all 50 states like we have trucks all over the state so it's not a problem for us but like our office we are located in green cove springs florida and just to give an idea where's green cove springs it's a 45 minutes south of jacksonville and the exact address is 411 walnut street green cove springs florida this is the zip code and county is Clay County. So in some cases, when the client says where you guys located, it's just enough to say Florida. And that's that's pretty much it.
So this is the main questions. Of course, this is not all of the questions, but this is the main questions that you might be asked. And this is the answers to those questions.
So if you were confident enough, and the client wants to move forward, so then you can take all the information um it's basically how you take the order over the phone so what questions you should ask the client okay so are you ready to place an order with our company okay so what do you need for that i'll be reading the both roles in this case um and you answer all i need this only at this point is your pickup and delivery addresses and you're good to go again at this point no problem Can you tell me what's going to be the exact pickup address? And the exact pickup address is 123 Main Street, New York, New York. Okay, who's going to be at the pickup point?
It's going to be Jack. Can you tell me Jack's phone number? Sure, 301-545-1111.
Okay, good. Can you tell me the exact delivery addresses? Sorry, delivery address. It's 5554 First Avenue, Los Angeles, California. Okay, so who's going to be at the delivery location?
It's going to be me. So can I use this number? Yes.
Let me know when the soonest and what's the latest the driver can pick up the vehicle. Very important things because we need to know the timeframes to know if we should rush with like the driver or not. the answer to this question we put down into internal node so we should have all this information so let me know what's as soon as the latest drive can pick up the vehicle let's say well it's ready now you can like latest would be in a week for example um okay let's double check the vehicle runs and drive there's no problem with vehicle and the answer would be yeah it's runs drive perfectly there's no problem with the vehicle give me a minute i'll send you our um I'll send you electronically signed contract sign now so sign now this is the the system that we're using sending the the contracts um it will take you a few seconds to sign it and you don't have to send it back to me I'll receive it automatically please stay on the line I'm sending to you right now and then in in a while do you see it on your email if there's an issue with the email you can send the contract to their phone number so it will be as a text message so if if you don't know the email or email doesn't go through then you can send sign now electronically signed contract to their mobile mobile phone number um yes i've signed it all right that's all i need at this point the only question i would like to ask you what type of credit card would you be using for partial deposit and um in America there are four types of major credit cards.
So it's a Visa, MasterCard, Discovery, and American Express. So I basically put them into two categories. So first one is Visa, MasterCard, and Discovery. And the second one is American Express.
So there's not a huge difference between those two types. So the first difference is that Visa, MasterCard, Discovery has 16 digits and they're all comes four four four four uh digits and it has three security code uh three digits of a security code on the back on the card and it's called cv code or you can just say security code the the client would understand and american express a little different so it has 15 digits and doesn't come like four four four it comes maybe three four five like a different sequence and um it has security code it's four digits and um it's also called cv but it's on the front of the card not on the back so there's some main differences so If the client says it's going to be visa, I'm ready whenever you're ready, I'm ready. Can you tell me what's the card number? Then he just gives you the card number. You put it down in the system.
Can you tell me what's the expiration date on the card? It's December 2001, for example. What's the three digits on the back on the card?
Or you could say what's the security code on the back on the card? Or what's the CV code? It's 541. Is it your name on the card? Yes.
Can you tell me the billing zip is the same as pickup same as delivery or different? Same as delivery. Okay, all right the card is in our system once the vehicle is picked up we will charge the partial deposit from the particular card and the balance you can pay at the delivery point to the driver with cash or any certified fund.
Do you have any other questions? And the guy can say what time on Monday the driver will pick up the vehicle. and we give the answer the driver will give you a call a day before or the same day in the morning so you can negotiate directly with the driver what time works best for you all right then in this case i appreciate doing business with us have a good day bye-bye so let's take a look again at the structure so in order to place an order um so a little later we'll show you how the system looks like and you you have an opportunity to put all this into actions and then you can combine a theoretical part with the practical part.
But just to give you an idea, placing an order over the phone is very easy. So you basically need the addresses, pickup and delivery. You need who's going to be at the pickup, who's going to be at the delivery location. You also need the phone numbers of those people. That's pretty much it.
Then you just need to know the dates. in some cases you already know the dates in some cases you don't so you ask about the time frames what's the soonest what's the latest then you make sure the car is operable if it's operable if it's not operable then you don't need to ask or if it's an operable then you just make sure what's what's the problem with the vehicle why it's an operable why it doesn't start or what doesn't drive whatever then you send the contract we'll show you how to do it later and after that you take the credit card information so that's pretty much it so all the credit card information goes in your system so you make sure it goes through you let the client know that it's in the system that it's no problem and then you just move forward with if there's any any questions so that's how the conversation about taking an order looks like so make sure when client is placing an order over the phone just try not to make it more than 10-15 minutes, I would say 15 minutes, that's the limit. So if it's more than 15 minutes, just make sure you don't do it this long.
Okay, so the next point, we call it difficult questions, but in fact, it's nothing difficult here. So it's the question that you should just pay a little more attention, because on the first part, there was like, I would say simple questions like, how do I prepare the vehicle? So, or...
How do I pay? So those questions, they are not very difficult to answer because there's nothing suspicious from the side of the client. Difficult questions, it's more like when the client is slightly not trusting you in some cases, not just because he doesn't trust you personally, but because he or her burned before.
And maybe the client has a bad experience. So he's like, you should pay a little more attention. So the first one.
can you pick up my vehicle on Monday well not necessarily like you know this question is stack of trust towards you but like I said you need just to be more careful with questions okay in this case we say let me put you on a brief hold so I can check this information my dispatch department this will only take 30 to 40 seconds and you put on mute or you put on hold and so you make an impression that something is going on at this moment as if you're checking something. So you get this time to look at the order, to look at the client's information, to check what's on the route, like what's the situation with the... pricing that gives you this 30-40 seconds or maybe a minute just gives you just time to prepare to the answer so in this case you can say okay sir or ma'am thank you for waiting i've just spoken with my dispatch department or dispatcher and i can see one or you could say one or two or several available drivers uh which monday tuesday pickup and deliver will be friday saturday so let's give the details um so in try to give not one day window but like at least two days window so it's safe safe to say so we give the the pickup and we give the delivery so it always works good because you give the details and the more details you're going to give like the batteries for the client so help it's understand you put it on hold and i'll suggest you if you put on hold the clients just you always get extra time to to think what to answer to this client what's the situation what's the route what's the vehicle and something like this so if they're asking you something can you pick it up on monday can you do that can you do this put on hold then you say yes we can do it i have something available for you what time on monday the draw will pick up the vehicle like we spoke previously and this is like the copy of that question usually driver will give you a call a day before the same day in the morning so you can negotiate what time works best for you okay can you send me uh driver's information unfortunately i can't provide this information until we have signed contract and you create confirmation on file because some people call and ask for driver's info and then they go directly with drivers avoiding payer our company obviously this is something they're going to say if we don't have signed contract and credit card information provided to us. So not very typical, but sometimes people can say that, so you need to understand that you do not provide any information about the driver until the contract is signed and credit card information is filed. So the next question, can you send me driver's info?
I have already signed contract and provided my credit card information. So in this case, a little more tricky because we try to... put this information about the drivers if we already have the driver in some cases they say hey send me the driver's info i need to speak with the driver and sometimes we find ourselves in a very uncomfortable situation because we might not assign a carrier yet but the driver is asking for this information so in this case we can say at this point i have um carry company that committed uh to your order it's a big company it's too early to say which driver will pick up your vehicle or your car um Usually this information, usually we have this information from care company one or two days before actual pickup.
So we just basically give the information that it's too soon to provide this information closer to the pickup date. We're going to do that. Can you guarantee and just be specific and be careful when clients say, can you guarantee, can you guarantee this, can you guarantee that? So we just try to avoid.
saying guarantee in most cases but in some cases we can't say and we'll take a look at this one but so can you guarantee that you will pick up my vehicle on monday specifically on monday um so the answer is your route is very popular and i've seen several drivers on your route so i don't see reasons why we will not be able to do it so careful with the word guarantee and uh so what we try to say so we try not to say yes or no in those type of questions. So can you guarantee that it's going to be picked up on Monday? Yes, I guarantee. Or no, I cannot guarantee.
So it always would be not a good idea to say, because if it's yes guaranteed, and then something happened with the driver, he didn't pick it up on Monday, they will blame us for that. If we say no, I cannot guarantee, we're most likely going to lose the client and we just do not want to do it. So try to be something that's very close to yes.
but not exactly yes same question but if we have a good price so which which means that we definitely uh will assign a carrier to this order so we can say i can guarantee that the vehicle will be picked up on monday no problem because we know when the price is right there's no problem in scheduling the driver again guarantee can you guarantee that my vehicle will be delivered on monday Our driver covers 400 miles a day, so your route he will cover in five days. So I have pretty good chances of delivering it on Monday. It's not like yes.
So no, it's more like, well, we have a pretty good chance of delivering this on Monday. You failed to pick up my car today, but tomorrow I have a flight in the morning. So what should I do? No worries, this happens a lot. So do you have friends, neighbors, relatives whom you can leave the keys to?
So the driver will contact them and pick up the keys from them. in the worst case scenario you can leave the keys under the tank of no sorry under the tank cap or leave it in the mailbox or something this is standard procedure so the main idea so when the client is leaving flying or or something uh it's not the end of the world so we can always have a backup plan so which is backup plan would be leave the keys to someone to your friends relatives neighbors do you know i have just hide it somewhere inside the car or put it in the mailbox or whatever like it it's it's not that of a of a problem basically um why i cannot find you on bbb bbb stands is for better business bureau so it's more like a government organization that is dealing with their complaints or negative reviews or something it's not exactly the government organization but it's Similar to government organization. Or you can say why you are not registered with BBB, why your BBB ratings are so low, depending on the company that you work for. Some companies have a bad BBB review, some do not have any ratings on BBB at all, so depending on that. So thank you that you asked that.
We are not registered with BBB as well as Yelp. The reason is... that BBB and Yelp have their own policies on ratings and reviews.
As you can see and read online, Yelp is focused on displaying negative reviews on top of and hiding all the positives. Also, customers use BBB to demand free services from businesses. BBB is downgrading the businesses as discontinue the paid membership. You can also read online how many complaints Yelp and BBB has on a and the quality and truthfulness of their job but are focused on transportation reviews websites like transport review and Trustpilot that do not manipulate with ratings so you are more than welcome to check our reviews I understand it's like a huge explanation and I would suggest you to pick some some one point out of it and then you can just bring it to the client so if the client so there's like two two companies i mentioned bb i i mentioned that yelp this is another consumer review site that so the problem with this two websites is that first bbb whenever you you stop paying them for being a partnership with them so they downgrade you so this is the the truth so if the client hears that they understand yelp there's another problem with yelp so yelp usually hides the positive reviews and only shows you the negative ones.
So everybody knows that. So you can say, if they say, hey, why your Yelp reviews are bad? Well, just because all the positive reviews are hidden and you cannot see them.
And like I said, you can choose one of the aspects and you say, hey, like they are not very like truthful. So we use, let's say, transport review Trustpilot. Let me send you the links.
And then you just copy our links from. transport review trust pilot you send it there and we have like good reviews there so the client can read it and uh say hey well it's just seems like not that bad okay so if you're working from move wheels this is for you are you guys uh bwt group or movies actually we're both our legal name is bwt group uh but we have dba which stands for doing business as move wheels so basically A legal name is a BWT group LLC, but we're working as the Move Wheels and Move Wheels, this is the name of the website. Do you have any payment plan? Unfortunately, the company did not provide any payment plan, but you can always use six months no interest payment plan form PayPal.
In all cases, this is relevant to say clients say, hey, I don't have any money to pay that much. You can say, well, we'll take the PayPal, no interest. payment plan oh by the way this is it uh i don't have that money to pay the transportation you can always use six months no which is payment plan from paypal um if you're not ready just spend that much money right now.
Okay. Does your driver have a TWEAK card? I don't know exactly what a TWEAK stands for, but you can say some drivers have TWEAK cards.
So if you need to pick up the vehicle from the port, we will assign the driver who has TWEAK cards. So basically, TWEAK card, this is the card that allows the driver to enter the port. So if the vehicle is going somewhere abroad or outside the United States, The driver will need a quick card. Not everybody has a quick card, but if it's required, we'll just get you a driver that has it. Can you guarantee that the price is not going to change in the future?
Again, the word guarantee, so we try to be very specific and to be careful with this word. Can you guarantee that the price will not change in the future? The price I've sent you?
uh was calculated based on our previous experience with the carriers companies on the route the price i gave you is previously accepted to confirm by the care company usually the price is going up when you face some severe weather like storms heavy snows extremely low temperatures on a case like holidays uh christmas and new york so in our case i see no reasons why the price might might be changed so again the same story with the word guarantee so we should give not yes or no so it should be like a little vague but at the same time the client should get an idea that it's more like yes than no so we say that well the price that i gave you was based on our previous experience so we we shipped cars on this route your type of cars like on a regular basis and last time we shipped on this route this was this this amount so i understand that you might read that prices changes all the time so and i i don't say that it's not true that it's true they change but they change when it's like heavy snow it's like difficult for drivers to drive on the roads that there's like holidays i see christmas so give the reasons that make sense so like when it's christmas nobody works so the prices are going up when it's a heavy snow low temperatures it's it's normal when the prices are going up so you give the reasons why uh why they might see that sometimes prices change but you say well but i don't see that your case it's it's the same it's it's june and it's not christmas and it's no heavy snow no low temperatures so obviously in your case the price that i gave you it's going to be exactly how much you're going to pay for that and there's always like a short answer to this question so once the care company is assigned to the order the price not going to change so it's more like a tricky answer because the client can say what if you will not be able to assign a carrier but sometimes in most cases when you just you just don't want to explain all that you can say once the carrier is assigned the price not going to change when it's true so when we assign a carrier we assign it for a specific amount and then there's no way the driver can ask for more money um there's a how we explain the cancellation fee or deposit non-refundable but just make sure only when we did not raise the price so when we raise the price and the price is different from the contract we cannot use that so i would like to cancel my order can i find out the reasons why you would like to do that so it's always need to ask why would you like to do that just just to get an idea i had a chance in my change in my plans sure you can do that but according to the contract that you've signed and accepted the deposit becomes non-refundable which is 200 and then you can you know negotiate all that if the client is okay with that then we can charge the credit card for 200 if the client is super angry he's super against that and he's going to say i'm going to sue you i'm going to just do the charge back then it's probably a bad idea to get any cancellation fees or whatever. And the last section, that would be working with objections. But understand you need to differentiate objections with a complaint.
So the complaint would be, so what kind of company is that? And an objection, that's something that is more reasonable. So we don't have that many objections, but at least some.
you can have here. Your price is too high, I have someone offering me $200 less. So you understand this is very unreasonable in terms of pricing. No, it's a reasonable objection. If the client gets an email that says $200 less for what you're offering, so it's reasonable for the clients.
But in terms of if you're given the lowest prices and someone offering $200 less, you understand this is impossible. So you say you need to understand that this is just a quote. You don't have the driver. They do not have the driver for you. They just want to give you like a low price to get your attention.
And after they get your attention and the order, they will raise the price. so this is a typical what happens when they go with the low price but they told me that they have a driver have they provided you with the driver's phone number um if not that means that they have no they have no have no driver for you i just want to be honest with you from the very beginning so if you see situation like this the someone offering super low price you can say hey i want to be honest with you from the very beginning but again Try not to be honest with Americans. They just do not appreciate honesty.
That's part of the culture, to be honest. So the next objection, your price is too high for me. Could you tell me, do you have a better deal? Maybe other companies send you better quotes.
Can you tell me what's your budget? So again, in this case, we understand that someone offered unrealistic price. In this case, we just we have less information so we just want to know is it too high for $200 higher than he expected or $50 or whatever so yeah you can just find that and you can check if the client shipped previously say he shipped two years ago and he said well I paid half of what what it is but probably the gas was half of what it is right now so you need just to understand the situation I think I better drive it myself and beginning remember in the beginning of the conversation I said this is not like a positive we'll absolutely know so sometimes we can actually negotiate that so we give an explanation so what would happen if the client would like to drive it himself it will take you two days to drive it you need to spend money for gas hotels food and plus you will lose money because you will not work during these days So for you it will be cheaper and more convenient to ship the vehicle rather than drive it. Plus driving yourself is not that safe. Well, sometimes you can just, they can say, hey, it's not going to be cheaper, which might be true in some cases.
So just to pay the gas might be, well, just cheaper if it's a shorter route. So say if the client is moving the vehicle for 300 miles, so he can just cover that within one day, it's not a problem. So he doesn't need any hotel, food.
whatever but it just basically guess so you need to understand that but in other cases it might be cheaper just to ship it rather to drive it but then there's other aspects so that was the last question in in this episode so now take a look and maybe watch it the second time just just to get in good comprehension of this material and Start learning!