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Verifying Personal References 7. Ask if the customer is reliable and responsible.
continued... 8. Ask if a message may be left with the reference if
In verifying customer information, you are essentially we’re unable to get in touch with the customer.
asking personal references to verify their own
address. This serves several purposes: 9. Ask if the reference would be interested in
merchandise from Rent-A-Center.
1. It verifies a valid mailing address for solicitation
of business. 10. Thank the reference for helping.
2. Since the customer has given us their address, Note: Write down the reference’s answers on the
the reference will probably be comfortable order form. For instance, if the reference babysits
telling us where the customer lives. the customer’s children, then we will know in the
3. You'll want to ask for the reference's address, if future that they see the customer at least twice a
you don't already have it, because: day. A reference who has not known the customer
for very long or does not see the customer very
• If the customer moves, you may need to often is typically not a good reference.
contact the reference to locate the customer
• If a reference's home phone number is Important note:
disconnected, you may only be able to reach When verifying orders, look for reasons to say “yes”
the reference by visiting their residence to the customer rather than for reasons to say “no.”
Note: If the person listed as a reference is not If you don’t feel good about a customer’s order,
available, ask if the person on the phone can verify here’s what you should do:
the customer's information or ask when you can call • Tell the customer you need to verify the
back. Always write down the names of the people information and that you’ll get back with them
you speak with. soon
• Review the rental order and start verifying it
When verifying references over the phone, use immediately
these steps:
• If something on the rental order seems
1. Identify yourself and the company, and ask to questionable, ask the customer to clarify the
speak to the reference listed.
information
2. State the reason for the call, then verify the • Any time you question the information given on
reference’s relationship to the customer—how the rental order, ask your learning coach or store
long has this person known the customer, or is manager for assistance
this person a reference?
3. Verify the address listed for the reference. Write down three questions for your learning coach:
4. Ask the reference to give the customer’s address ➊
and verify how long the customer has lived
there.
➋
5. Ask the reference to verify the customer’s
employment or source of income.
6. Ask how often the reference sees the customer ➌
and under what circumstances.
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