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PAYMENTS

Review the information below to learn more about taking on-time payments.

Remember that customers who pay on time should be verbally rewarded every time they make a
payment. Be sure to build up these customers and don’t focus on just the payment. We’re glad to have
their business!

Here’s what it sounds like:

How can you say it better?
Don’t Do (write down your response) WELCOME & ORIENTATION / TRAINING ROADMAP

Reinforcement
Interrogate the Customer
Thank you, Ms. Smith, for
What’s your phone coming in each Friday. I know
number? I tried to call you you are busy and we really
just to make sure you were appreciate you coming in on
coming in today. time

Proactive Selling
Argue with the Customer
How is your washer / dryer?
If an on-time customer makes Are you happy with it? Since
a request (i.e. No Due Today you’re a valued customer, if
Calls), honor that request you were to get something
without arguing. else, what would it be?

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