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ACCOUNT

MANAGEMENT

LOGGING YOUR COLLECTION CALLS

Rent-A-Center has established clear goals for collections, as well as rules for what you can and what
you should NOT do to reach those goals. The POS system is the tool you’ll use to log your collections
calls and results, and get up to date information on your goals.

Spend some time observing your manager as they make collection calls to learn more about how
to use the POS system to help you manage your accounts daily. As you begin to make your own
collections calls, you’ll have the opportunity to put your new skills to work in the POS system!

Notes:

Now that you are familiar with the POS system, it’s easier to see how it can help you as you manage
your accounts. Logging each call you make is critical to reaching your collections goals for each day –
you can see that it also helps you down the road as you review past calls made, making you a better
account manager in the long run.

As you make your calls, you may have some very willing customers who can help you reach your goals,
and can get their accounts up to date quickly and easily. On the other hand, you may find that it’s very
difficult to reach other customers, if at all. When you DO reach those customers, your conversations
may be nice and smooth – you might be able to update their information in the system, and all is well.
But again, they may try to evade a commitment to come in, and it could result in a difficult situation.
So, let’s turn our attention to what we call….Critcal Conversations.

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