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More tools to help you verify information on the rental order include:
• Copy of a lease agreement
• Using utility receipts and pay stubs
• Calling the customer’s home phone to ensure that it’s valid
• Calling information (411) to verify phone numbers
• Log into the RACFI Intranet and check the "Unresolved Account database". Put your store number in
place, enter the last four digits of the customers SS# and you will see if the customer has ever been
reported as a charge off in a Rent-A-Center location.

Some customers may "embellish" in an effort to assure a rental order approval. This doesn't necessarily
mean the order shouldn't be approved.
• If the order is basically correct, accept it
• If it is an outright fabrication, ask the customer to help clear up the information CUSTOMER VERIFICA
• If the customer hesitates, clarify and re-verify new information before coming to a conclusion
• Don't ever suggest that a customer has lied—take the position that the information given was
simply incorrect
• Ask for the customer's help in correcting inconsistencies—maintain the customer's self-esteem
• When phone numbers for references are wrong or disconnected, allow the customer to provide valid
numbers or different references

When making the final decision to rent or turn down, ask yourself the following three questions based on TABLE OF CONTENTSTION / VERIFYING PERSONAL REFERENCES
the verified facts in the Rental Order and in this order of importance:
1. If they move can I find them? - Must be a yes
2. Will they give the product back if I cannot collect payment?- Important but can be overcome with a
stern close.

3. Will they pay on time?- Not important because
really no one pays on time 100% of the time.

Write down three questions for your learning coach:

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