Lecture on Client Interaction Script

Introduction

• Video focuses on the basic client communication script.
• Importance of watching the video at least twice for comprehension.
• The script is divided into parts, starting with the general script.
• Focus on prompt response to new leads (within 5 minutes).
• Tailor the script to the specific company name.

General Script

• Start with a personalized introduction using the client’s name.
• Example: "Hi John, my name is Serge from Move Wheels Transportation Company..."
• Importance of using the client's name to engage them.

Handling Responses

• Positive Responses
  • Client is still looking or willing to communicate.
  • Suggested response: Ask about vehicle pickup timing and offer competitive pricing.
• Negative Responses
  • Client decided not to move or is not interested.
  • Suggested response: Thank them and end the conversation.
• Ambiguous Responses
  • Client indicates they are not interested, but it’s not definitive.
  • Suggested actions: Probe for more information and offer the pricing advantage.

Common Scenarios

• Voicemail Strategy
  • Importance of leaving voicemails for client engagement.
  • Example voicemail script provided.
• Typical Client Questions and Answers
  • Cancellation Fee: No cancellation fee unless driver is assigned.
  • Payment Process: Partial deposit charged after pickup, balance paid upon delivery.
  • Personal Items: Up to 100 pounds allowed, more should be negotiated with the driver.
  • Vehicle Preparation: Ensure no loose parts and limited personal items.
  • Broker vs Carrier: Explanation of the broker role.
  • Insurance: Vehicle is insured up to specified limits (depending on open or enclosed transport).

Difficult Questions

• Specific Pickup Dates: Check with dispatch before confirming.
• Driver Information: Provide only after contract and payment details are confirmed.
• Guarantees: Avoid absolute guarantees; provide realistic expectations based on past experience.

Objections and Complaints

• Pricing Objections: Explain the nature of quotes and competitive pricing.
• Driving Itself Option: Outline costs and risks associated with self-driving.
• Trust Issues: Address BBB or Yelp review concerns by focusing on industry-specific review platforms.

Final Steps in Order Placement

• Gather necessary details: addresses, contact numbers, timelines.
• Secure a signed contract and payment information.
• Ensure order process conversation is concise (10-15 minutes max).

Conclusion

• Importance of being professional and prepared for various client reactions.
• Encouragement to review the material for better comprehension and readiness.