Page 129 - Drive First Gear Complete - Web

During the greeting, you will want to

identify what your customer's “shopper
type” is. There are generally two types of

shoppers that come through our doors:

➊ Decided

➋ Undecided

Decided customers come
in knowing what they want.
They have either done
business with RAC previously
or were drawn into a specific
product from our advertising. WELCOME & ORIENTATION / TRAINING ROADMAP
Decided customers will use INTRODUCTION TO SALES / GASC METHODOLOGY / GREET

specific phrases, like, “I want one of those 50-inch televisions I saw on your commercial,”
or, “I want a leather reclining sectional,” or, “What do I have to do to get approved?” These
types of situations are exciting; if you can tell that the customer is “decided”, take the
opportunity to go for an immediate close—chances are, you’ll get it!

The other and more common shopper type is the undecided customer. They can also be
easy to spot. Most of the time, they will answer your greeting with, “I’m just looking”.

These customers may be first-time renters, they could be apprehensive about our program,
or they are simply just browsing. There are three common undecided shopper types: RAC,
RTO, and Retail. Draw lines to try and match the shopper to the correct definition below.
➊ RAC customers
➋ RTO customers • Customers who are familiar with the rent-to-own industry,
but who may not have rented from us before
• Customers who are interested in our 90 days same as cash
➌ Retail customers • Customers who have rented from us before
incentive, or they are looking to purchase the item outright,
and may or may not have rented from us before

Once you have identified what your customer’s shopper type is, you will be able to ask
better questions that will assist you with closing the sale.

Listen to the coworkers in your store as they answer the phone or greet someone who
walks in. Shadow your coworker as they greet five customers in-store and on the phone.
Give them a checkmark for every time they follow this process.

How could they improve it?
Phone (3 rings) q q q q q In-person (20 seconds) q q q q q

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