How We Work & How We Use SmartMoving

In this lesson, you’ll learn how a typical Moving Match sales call should flow, what information we collect, and how we use our CRM (SmartMoving) to build estimates, send them to customers, and book jobs correctly.

Important: Read this page carefully. Every answer you need for the Stage 2 quiz comes from the information below.

What You’ll Learn on This Page

How to tell sales calls from customer service calls
What information to collect before building an estimate
How we use SmartMoving to build and send estimates
When to send the reviews link and what to do while they read it
When and how to offer discounts (and when not to)
Basic scheduling rules and arrival windows
Daily habits we expect from a strong sales rep

1. Sales Calls vs. Customer Service Calls

Every inbound call should be quickly sorted into one of two buckets:

New estimate / new move: this is a SALES call (your job).
Existing job / change / problem: this is CUSTOMER SERVICE (not your job).

Early in the call, you should find out which one it is by asking something like:

“Are you looking for a new estimate, or are you calling about an existing move?”

If it’s a new estimate → you stay on the call and follow the sales process. If it’s an existing job → you transfer them to the correct customer service/dispatch line.

Key idea: You focus your time on new estimates and new bookings. Customer service for existing jobs goes to dispatch/support.

2. Information You Must Collect Before Building an Estimate

SmartMoving helps you build the estimate, but it can only do that correctly if you collect the right information from the customer.

Before you build an estimate, ask for:

Move date
From and to city or ZIP (full address can be added later once they book)
Home type and size (e.g., apartment or house, number of bedrooms)
Stairs or elevators at either location
Any heavy or special items (safes, pianos, etc., if applicable)
Whether they need packing or disassembly/reassembly
How many hours they think they will need the movers for(we like to build the estimate around their expectation, then adjust if needed)

Key idea: The system suggests hours and crew size, but we also care about what the customer expects so we can avoid arguing about time later.

3. Using SmartMoving: Leads & Estimates

We use SmartMoving as our CRM. You will work with two kinds of leads:

Existing lead: some info is already in the system. You confirm and add details.
New lead: you create the lead and enter the info from the customer.

Basic process inside SmartMoving:

Open or create the lead
Enter move date, cities/ZIPs, and home details
Confirm crew size and hours suggested by the system
Make notes about heavy items, stairs, or anything special

Important: If SmartMoving allows you to quote the area, you can quote it. You do not need to ask management if the system is already set up for that area.

4. Sending the Reviews Link & Adjusting the Estimate

When you are close to giving the estimate, we like to build trust by sending the customer a link to our reviews.

Typical flow:

Gather their move details and explain what you’re going to do.
Send the reviews link by text and/or email.
While they are looking at our reviews, you are inside SmartMoving: adjusting the estimate, confirming hours, crew size, and any fees.
Then you present the estimate clearly and simply while they’re still on the phone.

Key idea: Don’t go silent or disappear while they look at reviews. Use that time to finalize the estimate and keep the call moving.

5. Handling Price & When to Offer Discounts

We do not lead with discounts. Our approach is:

Present the estimate confidently at the normal price.
Explain that we are transparent and flat-rate: they only pay more if they need more time.
If they say the price is high, want to “call around,” or clearly want to end the call, then you can look at discounts.

Discounts come from a pre-approved list in the system.

You might say, “Let me see what I can do for you on the price if we get this scheduled.”
Use discounts to help close the booking, not to start the conversation.

Key idea: Discounts are a tool to save a booking when they hesitate, not something you give away automatically on every call.

6. Scheduling Rules & Arrival Windows

Some key rules to remember when booking jobs:

Minimum time: most local and labor-only jobs have a 2-hour minimum.
Daily capacity: one crew can only handle so many hours in a day (usually 2 jobs).
Check the schedule before booking an afternoon job to make sure the morning job leaves enough time.
Same-day jobs: do not book on your own; contact management first.
After 5 PM jobs: only book with management approval.

Arrival windows:

We offer a morning window or an afternoon window, not an exact time.
The afternoon window depends on how long the morning job takes.
Customers can call on the day of the move to get a more accurate ETA, but we do not promise a specific clock time when booking.

7. Daily Workflow Expectations (High Level)

During your shift as a sales rep, we expect you to:

Check overnight leads first thing in the morning.
Check new messages, emails, and follow-ups in SmartMoving.
Watch for leads assigned to you and to the other sales rep when they are off.
Answer inbound sales calls and make outbound follow-up calls.
Send clear estimates and set follow-ups for anyone who does not book right away.

Key idea: You are responsible for keeping your pipeline (and your coworker’s, when needed) clean and moving—no stale leads, no missed follow-ups.

Quick Recap Before You Take Stage 2

Sort calls into new estimate vs. existing job and transfer existing jobs to customer service.
Collect all key move details before building an estimate in SmartMoving.
Send the reviews link, then adjust and finalize the estimate while they look at it.
Offer discounts only after they hesitate or want to call around.
Respect scheduling rules: 2-hour minimums, realistic daily hours, same-day and late jobs need approval.
Use morning/afternoon arrival windows, not exact times.
Check overnight leads, messages, and follow-ups every day.

I’ve Read This – Start Stage 2 Quiz

The Stage 2 quiz is multiple choice. Every answer comes from the information on this page.