Kent Transport Moving Assesement

Topic: Estimating costs for interstate residential moves.

Intent: To provide customers with a rough cost expectation while guiding them toward a formal assessment.

Key Information:

• Rough Estimate: A standard 3-bedroom house moving interstate (e.g., Melbourne to Sydney or Melbourne to Brisbane) typically costs between $3,500 and $6,000.

• Price Factors: The final cost is heavily dependent on:

  • Total volume/cubic meters of the items being moved.

  • Distance between origin and destination.

  • Access at both properties (e.g., stairs, elevators, long walk to the truck).

  • Additional services requested (e.g., professional packing, unpacking, secure storage).

• Agent Instructions: Always state that phone estimates are rough guides only. Push the customer to book a Virtual Assessment to get a binding, fixed-price quote.

Topic: Protection options for a customer's belongings during transit and storage.

Intent: To explain insurance coverage accurately without offering financial advice.

Key Information:

• Basic Coverage: Basic transit protection is generally included in the moving quote, which covers catastrophic events (e.g., the truck rolling over or catching fire).

• Comprehensive Insurance: Customers are highly encouraged to purchase comprehensive transit and storage insurance. This covers individual item damage, scratches, dents, and breakages during handling and transit.

• Pricing: Insurance costs depend on the declared value of the customer's goods.

• Agent Instructions: Never guarantee that specific damage is covered under basic protection. Always offer to send the Comprehensive Insurance Product Disclosure Statement (PDS) for their review.

Topic: How to explain and book a virtual home assessment.

Intent: To secure a booking for a formal quote using the customer's smartphone.

Key Information:

• What it is: A free, no-obligation video call where the customer shows an assessor their home. It replaces the need for an in-person visit.

• How it works: 1. The agent captures the customer's best email address and mobile number. 2. A secure link is sent to the customer's smartphone. 3. The customer clicks the link at the scheduled time and walks through their home, using their camera to show the assessor the furniture, cupboards, and garage items.

• Benefits: It is fast, easy, contactless, and allows Kent to provide a highly accurate, fixed-price quote based on exact visual volume.

• Agent Instructions: Ensure the customer knows they do not need to download a special app; the link works directly in their mobile web browser.

Topic: General company background and available services.

Intent: To answer general "what do you do?" questions and cross-sell additional services.

Key Information:

• Background: Established in 1946, Kent is one of Australia's largest family-owned moving and storage companies.

• Core Services: Local moves, Interstate moves, International relocations, and Corporate/Office relocations.

• Storage Solutions: Secure, 24/7 monitored traditional storage facilities, and mobile storage container delivery.

• Ancillary Services (End-to-End): Professional packing/unpacking, vehicle and pet transport, utility connection (electricity/gas/internet), home cleaning, and handyman tech setup services.

• Agent Instructions: Use this knowledge to identify opportunities to upsell. For example, if a customer is moving interstate, ask if they need their car transported or their outgoing home professionally cleaned.