Auto
Transport Guide to Contacting Vehicle Owners
Contacting Privately Owned Vehicle (POV) owners must be done professionally and with
sensitivity of the customer in mind.
They want to know that their vehicle will
be handled with care and arrive safely. The impression you
give them during your contact can make or break you from closing
the agreement to transport their vehicle. The hints and
sample scripts below can be used as a guide to help you interact
with the vehicle owner.
Autos2Move
system is simple to use:
Step 1.
Contact the
Vehicle Owner
Step 2.
Confirm Transport Details
and Quote
Step 3.
Update Autos2Move
Listing to "Booked"
Step 4.
Pickup and Delivery Vehicle as
agreed
Step 5.
Update
Autos2Move Listing to “Moved”
For complete details on
using the Autos2Move system for finding and booking Auto Freight
to complete your loads, see "Book
Auto Freight" .
Step 1. Contact the Vehicle Owner.
This is your initial
contact with the vehicle owner. Convey professionalism about
your company to make them comfortable about doing business with
you. Introduce yourself and confirm they still need their
vehicle moved. [Since many vehicle owners list on multiple
sites.]
SAMPLE SCRIPT
“Hello, I’m [YOUR NAME]
from [YOUR COMPANY]
and a member of Autos2Move. I'm calling in regards to a car you
posted for transport on Autos2Move and would like to provide you
service per your request. Are you still in need of a transport?"
IF ANSWER IS YES:
[Proceed to Step 2]
IF ANSWER IS NO:
“I will notify Autos2Move to
cancel the vehicle listing. Please use Autos2Move
next time you need a vehicle moved.”
[Update
vehicle status to "Cancel" or notify Autos2Move at
Customer Service to have record
updated.]
Step 2. Confirm Transport Details
and Quote.
Ensure you gather
all the information you need to provide an accurate quote and on
time delivery. Briefly describe your company and transport
history to make them feel comfortable your company will transport
their vehicle safely.
SAMPLE SCRIPT
“I'd like to confirm the vehicle details
to
give you a quote. Your listing shows the vehicle as…”
[Read details listed on site].
“In order to give you an accurate quote, I also
need to know the following...”
[Get additional information you need like missing
information from site, full origination and destination
addresses, contact details and anything else you need.]
“The price for transport is __________ and I
will pickup on __________ and Deliver on ___________.
Our company has been transporting cars for 15 years using the
same type of trailers as the manufactures use. We have a
clean driving record and no damage to vehicles in over 10 years.
We can accept a deposit via PayPal to secure your booking and
credit card COD upon delivery for the balance. Can I Fax you
a Bill of Lading? How will you pay for this?”
[Fax agreement and get signed copy back. Confirm
deposit is received.]
Step 3. Update
Autos2Move Listing to "Booked".
This
is an important step to ensure no other transport contacts the
vehicle owner and quotes a lower price to under bid you. The vehicle owner
will appreciate you doing this so they will not be bothered by
other transports when the vehicle is already booked to move.
See
Auto Freight Booking
to update the status to "Booked".
Step 4. Pickup and Deliver Vehicle as
agreed.
It's important
to pickup on the agreed date and again make the vehicle owner
comfortable that they made a good decision booking with you.
If you experience delays due to weather, traffic, mechanical
problems or other reasons, notify the customer with an updated
estimated time. When picking up the vehicle, convey a professional attitude and reassure that the vehicle will
be safe and arrive without any damages. Review the delivery
dates, use your vehicle inspection form and explain what you do to protect their vehicle.
Step 5. Update
Autos2Move
Listing to “Moved” and Thank the customer.
Thank them for your business and again update the
listing so the vehicle owner will no longer get calls or quotes.
See
Auto Freight Booking to update the
status to "Moved".
Keep in mind
that this customer may likely call you again next time they need a
vehicle moved -- your professionalism, on-time delivery and
genuine concern for the safe transport of their vehicle will
ensure you get their repeat business.
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