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LET’S TRY IT!

In each scenario, the customer is coming in to make a payment. Read each scenario and answer
the questions that follow.
SCENARIO 1

You: Good morning, Mr. Jones! How are you today?
Mr. Jones: Oh, I’m fine; we just finished our move this weekend. It took us a whole week!
You: Ugh, I hate moving. Where’d you guys move to? I mean, I guess you’re still local, huh?
Mr. Jones: Yep, in fact, we’re right down the street! A lot more convenient for me to get in here to
pay you now…. WELCOME & ORIENTATION / TRAINING ROADMAP
You: Well, that’s good. Did you have to take off a whole week from Walmart to do the move?

Mr. Jones: Nah—I had some vacation time. You know I’ve been with them for over 15 years? I love
that company! They’ve been good to me.

1. What information would you likely to need to change based on that conversation—without
even having to ask the customer?

2. What other information are you likely to need to update?

3. What information will you NOT have to ask about based on this conversation?

SCENARIO 2

You: Good morning.
Customer: Hi—I need to make a payment.
You: No problem. I’m Jerry. And you are?

Customer: Lacy.
You: Great! Nice to meet you, Lacy. I just started last week. What’s your last name, Lacy?

1. What information will you likely need to ask them for to make sure it’s updated in the system?

2. What information will you NOT have to ask about based on this conversation?

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