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CRITICAL

CONTINUED CONVERSATIONS

7-14 Past Due (HS): This is a very critical point in this customer’s experience with RAC. Do you
take a commitment? Do you schedule a return? The answer is...it depends. Once you have become
comfortable in reviewing a customer’s history with us (payment history, agreement history, call history),
you will be able to determine which direction to lead your conversation. We will dive into this subject
deeper when you get to your home store. For now, if you encounter a customer that is 7+ days past due,
simply hand them off to the store manager or the assistant manager, but hang around and observe how
they handle the situation. The best CARs are pros at handling these situations.

30+ Days (HS): A customer whose account is 30 or more days past due is in serious shape. This will
require a 5-6 week payment and this is many times out of our customer’s budget. About 99% of the WELCOME & ORIENTATION / TRAINING ROADMAP
time, this ends in product return with re-delivery scheduled. For now, if you encounter a customer that
is 30+ days past due, immediately hand them off to the store manager or the assistant manager, but
hang around and observe how they handle the situation. We will also visit this subject and dive into
greater detail once you reach your home store.

First, watch your learning coach call a customer with a 1-6 past-due account and a customer with broken
past-due commitments.

1-6 past-due customer name:

Broken/past-due commitments customer name:

Write down some of the things your learning coach said during the calls that firmly explained the
importance of the customer coming in to make their payment.

Now, with your learning coach observing, you make three to five 1-6 past-due commitments and two to
three broken commitments. Document your results on the table below.

Type Of Commitment Name Of Customer

1-6 past-due
1-6 past-due
1-6 past-due

1-6 past-due
1-6 past-due
Broken/past-due commitments
Broken/past-due commitments

Broken/past-due commitments

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