Page 144 - Drive First Gear Complete - Web

100% Satisfaction or No Credit Hassles;

Your Money Back Easy Approvals

This feature guarantees the customer that if, for Many of our potential customers fear that their
any reason, they are not 100% satisfied during credit history or credit issues will prevent them from
the first week of their rental, they may return the being able to get the merchandise they want or
merchandise (we pick it up for free) and receive need. Letting the customer know early in the sales
a full refund. This should alleviate the pressure of interaction that Rent-A-Center doesn’t use credit
making a renting decision because this component checks or scores to qualify them for the merchandise
eliminates the risk of financial loss or long-term they want to rent will relieve this apprehension.
obligation during the initial rental period. Once the customer is more confident in their ability
to get products without credit checks, it will become
This turns, “I’ll have to check with my husband…” easier to identify their actual needs or wants during
into an easy close of, “That’s great! He’ll be so the sales process.
surprised when he comes home to this amazing
television! If he doesn’t like it, I’ll call you to come The approval process is simple, too. All they need
pick it up!” to do is fill out a short order form with some basic
information (name, address, phone number, work WELCOME & ORIENTATION / TRAINING ROADMAP
information) and a few references. They can be pre-
Match Any approved in just minutes and completely approved
in less than an hour. We can even do the approval
Competitor’s Price process over the phone!

Certain rules apply, but if they find the same brand
and model, new and in stock at our competitor’s for Deliver and Set Up
a cheaper price (including any service program fees),
we will match the competitor’s price—every time. at No Extra Charge;

If a customer quotes another competitor’s
price, though, you should find out if they are Usually SAME DAY!
more interested in the price, or the features and
performance of the product. In many cases, the MOST major retailers, and some RTO companies,
customer will pay more for a product that they charge anywhere from $75-$250 for delivery, and
believe better suits their needs. Once you overcome sometimes they even charge for setup on top of
the objection, move on to the close: “So, as you can that! Knowing that they will not have to pay a large
see, Mr. Stark, this TV is clearly the better choice and delivery or setup charge will make your customers
I am confident that you’ve made the right decision. even more confident that they can get what they
Let’s get you on the delivery schedule!” want today. Again, the more confident the customer,
the easier it will be to identify their actual needs
during the sales process.

Practice What You've Learned
How might understanding each of the components of the the Worry-Free

Guarantee help you when selling to customers? (Use the space on the
next page to write down your answer)

143
143 144

Drive_First_Gear_vF2-0_Day3.indd 143 7/9/2015 3:57:46 PM