Car shipping manual

SOME OF POSSIBLE QUESTIONS AND ANSWERS TO THE CLIENT
Customer is asking if this price is final. Will it include all tax, tolls etc.? He has concern about hidden fees.
This is the final price, no additional costs, it includes insurance, door to door service, tax, tolls all included.
Customer is asking about insurance coverage
Your vehicle will be totally insured during transport. From the moment of pickup till delivery point. Minimum insurance coverage is $250,000. Items inside vehicle are not insured. Keep us in mind for this shipment our company name is Elite Auto Shipping. Our agents are at your disposal 24/7.

Thanks for the reply.

“Assuming that you are able to pick up my vehicle, what would be the next steps?”
We would dispatch the trucker, and record all need info such as address, contact information.
How the payment works is, there is a partial payment of $ once we do schedule a trucker, the balance would be due to the trucker on delivery.
Customer is asking about payment method
Payment is flexible; we do not charge any upfront payment or deposit, once a trucker is scheduled at that time we will need to collect a partial payment of $ to make sure the car is there and that you are with us; the balance will be due to the trucker upon delivery, in cash, cashier's check or money order.
Customer has concern about being charged more by driver
We utilize certified truckers, we do not schedule just any trucker in the area, we have a list of truckers that we use, and they do good honest work and will not be doing any add-on charges. At the time of scheduling you can confirm the charge with the trucker, all pricing will be confirmed. As long as your location does not change, vehicle type is not different and you do not have any extra weight or personal items, or vehicle not modified price will not change.
Customer has concern about driver
Also keep in mind that our truckers are NAT certified, we have a valid insurance on file for any trucker we schedule and you can count on careful shipment of your vehicle.
Customer is asking for lower price
Not a problem, we might be able to go lower depending on how fast you are looking to have it shipped but I would say $840 is the lowest we can go and still ship it in a timely manner.
Customer is asking whether we have our own truckers.
We do have our own trucks that run certain routes, but unfortunately cannot cover all routes within the country so we do utilize certified owner operator truckers as well, depends on the route.
Customer is asking for very low rate
Sure, keep in mind lowest price is not the best option in this industry, especially a rate of $650 would be too low to get the job done.
Customer has concern about availability of trucker
We will have a better idea of trucker availability as it gets closer to your pickup timing, if you would like, we can let you know exact pickup/delivery dates as it gets closer to 26th
Customer is asking about pickup over the weekend
Some truckers do pickup over the weekend but most do not.
Customer already assigned a Transport Company on CENTRAL DISPATCH
Okay, I am looking at the market currently and there is another company also looking for a trucker for your vehicle at $900. It’s called Nationwide Transporters, are you working with them as well?
Working with multiple companies will only increase the rate and delay the shipment, if you would like us to schedule a trucker for you in a timely manner I would suggest to choose only 1 company. At this time we can stop working on your order until you can confirm that you would like to ship your vehicle with us. We provide honest and accurate service. Thank you.

“Hello I already have a quote. I just need to know would I have to clean my car out before it is picked up. I have some stuff that needs to be transported as well & was wondering if I can just pack it in my car?”

Hello, we do allow up to 100lb personal items in the trunk, nothing can be in the front or back seats.

“Once I book a shipment, how long will it take to know the pickup date and drop off date?”

Depends on the location for pickup/delivery, we do not charge any payment before telling you that a trucker is scheduled so If you can share the pickup/delivery city, state and vehicle make and model, I can check and let you know how long it may take to schedule.
“Pickup city is Littleton, CO 80130 and the delivery city is Cary, NC 27511. The car is a 2015 Ford Mustang.”
Okay, looks like it is major city to major city area so it should not take too long, I would say about 1-3 days to schedule pickup and the transit time is about 5-6 days.
Were you looking for an Enclosed Trailer shipment or Open would be fine?
Open is the fastest, cheapest way to go, Enclosed does protect the vehicle from outside weather elements but cost a bit more and might take a bit longer to ship as well.
“I never shipped anything before, but I have read a ton of horror stories online about people waiting for a pick up or delivery and the driver showing up several days later.”
I understand, the industry does have a lot of bad players, we have our own network of truckers that we use which are certified and reliable.
Only situations that trucker do run into delays are from weather, traffic, having a breakdown of some sort, so we'll check for a trucker that can commit to a delivery few days before 6/3 just to make sure it will get there.
“I want to pay for it with credit card.”
Okay, truckers do not accept credit card so we must charge the full amount once a trucker is scheduled for pickup, but if you are paying with us we must add 7% transaction fee to the full amount.

SAMPLE OF THE FIRST CONVERSATION WITH THE CLIENT

Hello Peter, this is.......with UD Transportation. How are you doing Sir? I'm calling in regards of your Toyota Camry, I'm very much interested in having it shipped for you if it is still available for the transport and if you are still into it. So my question is are you still interested and how soon you want your car moved, maybe we can work together. I see it's going from CA to IL, is it operable vehicle, does it run and drive? Could you be flexible with pick up window, say 24-72 hours? Current going quote in this route for Camry is $900. It is all inclusive rate and includes door to door service and full insurance, all tax and tolls are covered and if you want to ship some of your personal luggage you can put 100 lbs in the trunk (back compartment) for free. Estimate shipping time is 5-6 days. Keep in mind that we don't charge upfront money for the reservation, it is free of charge, pick up and delivery address and at least few days advance notice is all it takes to schedule the transport and secure the spot on truck. if it is OK with you I can text and email this quote and my contact details and if any question or you need some additional information or to schedule please call or text me, I'm at your disposal for any further assistance.

WHEN CUSTOMER WANTS TO BOOK WITH YOU

I need you to share exact pick up and delivery address, the point of contact on both pick up and delivery and the first available pick up date. (Also ask for a pick up window and record it in internal notes). Give me a minute, I'll set up this order for you and send order confirmation to your email. Please review it carefully and check if all correct. Please call me if I need to update something or correct some mistakes. I'll get back to you the second I get confirmation on a driver and available spot on truck. Please save my number and be available for my calls and text messages, I need your confirmation before I dispatch the driver and it's extremely important to react promptly when we get the driver.

WHAT’S FOLLOW UP AND HOW TO DO IT

Calling, texting and Emailing quotes from previous days regardless of if you already spoke with them or got feedback through some other communication channel (text message,email..) or they never responded to your offer.
How to do follow up?
Every day CALL the quotes from yesterday and the day before, once in the morning and once in the afternoon before you finish your day. If you didn't speak with the customer before, act like it's a fresh lead and use conversation sample for the fresh leads. If you already spoke with the customer (whether over the phone or text message or email) use this conversation sample: Hello Peter, this is....with UD Transportation, just checking transport status of your car Sir, I offered the quote of $900 and I want to touch base with you if any feed back or decision yet.
TEXT your quotes from yesterday and the day before, once in the morning, once in the afternoon before you finish your day.
This is text sample you should send to your quotes from yesterday: Hello, I am Danielle with UD Transportation, checking the transport
status of your car. I offered the spot on truck at $900. Any feed
back?
This is the text sample you should send to your quotes from a day before yesterday: Good afternoon, it's Danielle with UD Transporttion. Just wondering
if you've scheduled your transport yet since I do have spots
available.If for some reason you went with a low balling company that
is giving you the run around and not coming thru please give me a
call. We usually request a 24-48hr window to secure a spot for you on
a truck. There are some companies out there that will say anything in
order to gain your business. My company gives you a guarantee that if
for any reason we cannot move your vehicle you pay $0. Feel free to
call me at my direct line 702 780 1655. if you have any questions or to
schedule your load I will gladly assist you.
EMAIL your quotes from previous days. Go to the FOLLOW-UP QUOTES, scroll to the bottom, there's SHOW tab in the left corner, select how many quotes you want to send an email to, there's CHECK tab right above SHOW tab, click on ALL and then go to SEND FOLLOW-UP tab in the right corner of the bottom of the page. Remember, you can sent maximum 3 follow-up mails to each quote. JT will automatically send reminder Email to your clients with the initial quote.
***
Let's go back to fresh leads and text samples we send to the clients. Before you send initial quote (when you price out the lead) copy/paste this text in the NOTES TO SHIPPER (the cloud in the middle) :
Good day, it's Danielle with UD Transportation. Here is the
information on the quote you requested. The total cost to have your
vehicle transported door to door and fully insured would be $700. Let
us know when the vehicle is ready to go and I'll dispatch a driver
within 24-48hrs Please be careful with really low quotes, there are
some companies out there that will say anything in order to gain your
business. My company gives you a guarantee that if for any reason we
cannot move your vehicle you pay $0. Feel free to call me to my direct
line 702 780 1655. If you have any questions or to schedule your load
I will gladly assist you.Visit our website address at …..

Here is the sample of text message you should send to the fresh leads:

Hello Reese, I am Danielle with UD Transportation.We can get your
transport going for estimate price of $1,300 in open trailer and in
two days pick up window. It is all inclusive quote (door to door
service, full insurance bumper to bumper, all tax and tolls paid,
personal belongings up to 100 lbs free of charge),no hidden fees. I've sent a quote form
to your Email so you can fill it out to expedite the process.Call me
or text me at 702 780 1655. Visit our website at
www.yellowfinlogistics.comyellowfin Logistics.com

And at the end, this is the text sample you should send to your clients when you dispatch the driver for their vehicles:

Hello Ulrich, I've sent dispatch notice and the contract to your email. The contract is electronically signed, just press the button and sign it. Pick up is on Friday, delivery is on Monday. Your driver is Yari and his phone number is 305) 798-4333. Total cost for the transport is $950. I need $100 partial payment now and you can pay it through secure payment link I'll send in separate text message, just notify me when it's processed in order to record it on file and send you a receipt. The balance of $850 will be due to the driver on delivery either in cash or cashier's check or money order. I'm at your disposal for any further assistance.

HOW TO MAKE PHONE CALLS

Whenever for any reason you call the client if he is not answering the phone hang up, wait for 5-10 seconds then call again. If still not responding hang up again, wait for another 5-10 seconds and call again. Use this technique when calling the fresh leads, or when you do follow up or when you try to get a hold of client when you get the driver for the vehicle. Each agent must have at least 100 calls a day. Fresh leads must be called 5-6 times a day. When you get the lead and price it out, call the customer (using calling technique from above). If not responding, call him again in 1-2 hours using the same calling technique. If no response wait for another 2 hours then call again. Repeat calling 5-6 times through your office hours. Send text message to the fresh leads once when you price it out and once before you finish your day (the same text). Apart from calling and texting fresh leads you should also call and text the quotes from yesterday and the day before. Call and text them once in the morning and once before you finish your day.
IF THE CLIENT WANTS TO PAY FOR THE TRANSPORT WITH A CREDIT CARD
Drivers will accept only cash or cashier's check or money order on pick up/drop off. They don't have an option to charge your credit card. Yet if you want to pay fully with your CC you can only do it with us before pick up, but we avoid this option because the bank charges 7% transaction fee and I need to increase the total for 7%. The other option is to pay through PayPal account, you can still use your credit card but if you send the money as "friend transaction" (not as a business transaction) there will be no transaction fee.