Page 106 - Drive First Gear Complete - Web

Service items that are more of a "need"
than a "want" should take priority. For
example a refrigerator that's not working
needs to be fixed within hours so the
customer's food doesn't spoil. Always
put yourself in the customer's shoes!
››› Service

request

continued...

explain that you have a loaner product for them
to use while the broken one is being repaired,
they should calm down. Again, this is where the
value of Rent-A-Center really pays off for them.
And it’s a service we’re proud to offer.
Once again, like deliveries, you’ll have your
customer sign the paperwork—in this case,
you’ll have a Service Request Receipt and a

Loaner Agreement—then let them know that you will
contact them as soon as their item is repaired. Allow
them to ask you any questions and make sure you
apologize for the inconvenience that they’re going
through.

As always, this is a good time to ask for any referrals and
to remind your customer about the free week they get
with each referral who rents with us.

Thank your customer—they’ve just gone through a
stressful situation that we hope most of our customers
don’t have to go through, and we appreciate their
business.

105

Drive_First_Gear_vF2-0_Day2.indd 105 7/8/2015 5:31:15 PM