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delivery
It's all in your
Once you’ve taken care to get the merchandise into considerate with your words—because it shows that
the customer’s home, your job will be to set it up, you care about them.
make sure it’s working properly, and then show the
customer how to use it. If there is a special feature Before you leave, ask for any referral names and
they’re particularly interested in, definitely show numbers from your customer; don't forget to inform WELCOME & ORIENTATION / TRAINING ROADMAP
them how it works, and let them try to do it. them about the benefits of your customer referral
program.
As you go through the Delivery Checklist / Call Back
Sheet with the customer at this point, answer any Check your paperwork once more to make OFF-SITE EXPERIENCE / RESPECTING THE CUSTOMER'S HOME / DELIVERIES
questions they have about their agreement. Reinforce sure you’ve delivered everything, installed and
the renewal date—have them repeat the date back demonstrated everything, and gotten the signatures
to you. Then, have the customer sign the Delivery you need. Let your customer know that Rent-A-
Checklist/Receipt—don’t leave without a signature! Center is ready to assist them with anything that
might come up while they’re renting with us, and
››› remind them that service is free, and if they need a
In closing
loaner during service, we provide them. Then, thank
Sales should always be on your mind—you never your customer—we’re grateful for their business!
want to miss an opportunity to earn more customers
or solidify your relationship with your current
customer. Having been through your customer’s
home, you may have noticed future rental
opportunities. There are many tactful ways that you
can let your customer know that we have something DID
they may need. Maybe it’s going on sale soon, or is ›››
cheaper as an add-on to their current agreement. YOU KNOW?
For example, if you installed a new washer, but
noticed that the spot for the dryer was empty, you
could thoughtfully mention to your customer that If you personally witness anything illegal, or a
the matching dryer is only $X more than their current situation that endangers a child inside your
agreement. customer’s home, it is your responsibility to
Or, while you are delivering a TV, you notice that report that to the police.
they do not have a surround sound system; this is a
perfect opportunity to explain the value of adding
on a system at a discounted rate. Many customers
will appreciate that you noticed—that is, if you’re
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