Training Template (Rough Draft)

Checked job notes for key information prior to call-ahead (ie<br>Repeat customer, items, timing)

Called at least 15-30 mins before the start of all promise<br>windows

Are they hitting all vital points in call ahead (Name, Address, Time ,<br>ETA, Upsell, Wow factor, where to park?)

Are they smiling through the phone and having an upbeat tone of <br>tone of voice?

Let customer know they can call or text the work phone if they have any questions or concerns ?

Parked where the customer asked and used spotter to safely back up?

Uses open ended to engage in conversation with customer ?

Team members smile as they introduce themselves to the customer ?

Asked the customer what brings us out today ?

Listended to customer needs and could identify was it time, space, and/or effort on why we are needed.

Team members are able to idenitfy what customer type their customer is ? (Relator, Socializer, Director, Thinker?

Did they use the pricing sheet when presenting the estimate?

Explained , that we charge by the amount of space the items take up in our truck

Gave the customer 3 pricing points ( high end , middle, low end estimate)

Lets the customer know they can add more items and explains costco effect?

Gave the customer full detail of what comes with our service? (Labor, fuel, cost to empty truck)

Asks how the customer feels about everything so far and are they good to start the job?

Did they explain how surcharges and bed load work? if applicable

Did members load everything into the truck in a safe and efficient manner?

Asked the customer is there anything else we can take ?

The super sweep was performed and let known to customer?

Makes sure to do a final walkthrough with the customer?

Member ask customer how do they feel about job and what can they do to make this a 5 star experience for them?

Presents the customer with the final price and make sure they can see the back of the truck?

Google Review was presented to the customer?

NPS survey was also let known to the customer and how it will come via email?

Thanks the customer for their service and also asks to leave a yard sign?