Sample Calls & Final Assessment

This is the last step before a possible interview. In this lesson, you’ll learn what we expect from a Moving Match sales call by listening to sample calls and understanding how a strong rep handles pricing, objections, and booking.

Important: You will listen to sample calls on this page, then take the Stage 3 final quiz. The quiz questions come from the information below and from the calls themselves.

What You’ll Learn on This Page

What a strong Moving Match sales call sounds like
How we move from estimate to asking for the booking
How we handle price objections the right way
How we explain our arrival windows and set expectations
When to send a customer to customer service instead of handling it yourself
What type of communication style we are looking for

Sample Call A – Straightforward Booking

In this type of call, the customer is generally ready to move forward once they understand the service and pricing. There may not be a lot of pushback, but we still want the rep to be clear and confident.

Listen for:

How the rep greets the customer and sets the tone
How the rep gathers the key move details without rushing
How the rep clearly explains our hourly rate and any fees
How the rep transitions from giving the estimate to asking for the booking

Key point: even when the call is easy, a strong rep still clearly asks, “Would you like to go ahead and reserve that time so we can get you on the schedule?”

Sample Call B – Price Objection

In this type of call, the customer likes the service but feels the price is higher than they expected. This is where your objection-handling skills matter.

Listen for:

What the customer actually says when they push back on price
How the rep responds before offering any discount
How the rep explains our transparent pricing and what is included
When the rep finally introduces a discount (only after the objection)

Key point: we do not lead with discounts. We present the estimate first, explain the value, and use discounts only if the customer says it’s high or wants to keep calling around.

Sample Call C – Arrival Window & Expectations

In this type of call, the customer cares a lot about the exact time the crew will arrive. We need to be honest and clear about how our arrival windows work.

Listen for:

What the customer asks for (usually a very specific time)
How the rep explains that we use a morning or afternoon arrival window
How the rep explains that the afternoon start time depends on how long the morning job takes
How the rep keeps expectations realistic without promising exact clock times

Key point: we are honest. We do not guarantee exact times, but we give a window and explain that they can call on move day for a more accurate ETA.

What All Good Calls Have in Common

No matter which sample call you listen to, there are certain patterns we want to hear from a strong Moving Match sales rep.

Calm, friendly, confident tone – never rushed or shaky
Good listening – they let the customer talk and respond to what they actually said
Clear explanations – especially about pricing, what’s included, and arrival windows
Direct ask for the booking – they don’t wait for the customer to bring it up
Proper use of discounts – only after the customer hesitates or objects on price
Proper handoff – existing job issues go to customer service/dispatch

Ask yourself: “Would I feel comfortable booking with this person? Do they sound like they know what they’re doing and that they care about my move?”

Listen to this as another good example of how to transition into actually booking the job.

What the Final Quiz Will Ask You

The Stage 3 quiz will ask you questions like:

What the customer in a sample call was mainly concerned about
When the rep should offer a discount (and when they should not)
How to correctly explain arrival windows
What to do if a customer on the phone actually has a customer service issue
What communication style we are looking for
When to explain the deposit and payment process in the call

There will also be one short written question where you explain, in your own words, what a good rep did (or should have done) in one of the calls.

Quick Recap Before You Take Stage 3

Listen carefully to each sample call (A, B, C).
Pay attention to how the rep moves from estimate to asking for the booking.
Remember: discounts come after the price objection, not before.
Arrival windows are morning or afternoon, not exact times.
Existing job questions should be transferred to customer service/dispatch.
We want a calm, friendly, confident communicator who listens and explains clearly.

I’ve Read This & Listened – Start Stage 3 Final Quiz

The Stage 3 quiz is the final step in this process. Please complete it carefully.