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returns

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The other situation gets a little tricky: the
customer has become past due, and contacting
them has been hit or miss. Harassment laws
pertaining to these situations cannot be taken
lightly. We can’t stress enough the importance
of complying with the law. But if this customer is
several renewals past due, and your store manager
has called them, then it’s time to ask them to
return our merchandise. In some cases, the
customer will understand, and in nearly all cases,
they’ll be sorry to lose the product.

Remember: Stay calm. Do not injure or threaten
injury to the customer or anyone in the vicinity,
even if they threaten you first. Don’t do anything
physical, unless you have no alternatives and are
protecting yourself. Leave any situation that feels
dicey or you could get hurt.

In many instances, you may offer the Payment
Protection Plan to the customer, but in some
instances, you’ll just want to pick up the
merchandise. When picking up merchandise from
an account that is past due, you never want to
close the door on future business. Life happens,
›››
and sometimes our customers need to “catch their
breath” financially. In most instances, you will
want to offer the Payment Protection Plan to the
customer and determine when they will be “back the reason that you are stressing about money.
on their feet”. If done correctly, this will produce With our Payment Protection Plan, you can pick up
sales in the future when these customers are able where you left off. It really is Worry-Free.”
to reinstate their agreement. Always have them
sign the pickup receipt and leave a copy with Another reminder: It’s probably been pretty rough
them. Remember to schedule a re-delivery date! for the customer, by the time they get to this
point. Don’t say judgmental things, and try your
Tips from the pros: The top-performing customer best to be understanding and sympathetic.
account representatives are very good at handling
returns. They will try to schedule a re-delivery date There are some situations that call on our Core
in the future with these types of returns. They will Values as Rent-A-Center coworkers—gray areas
reiterate our Payment Protection program with in which you will have to use your best judgment.
phrases like, “Our customer's ability to pick up Ask your fellow CARs about their most memorable
where they left off is one of the things that makes pickups; chances are, they will have one or two
RAC the best choice,” or, “We never want to be stories that fit this description.

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