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ACCOUNT

MANAGEMENT

AT A CUSTOMER’S HOME

1. John called a reference to leave a message for a customer with a past-due account. The reference asks
John, “Well, how much does she owe you?” John then reveals the customer’s past-due balance.

Which Forbidden Act did John violate here?

2. David, a customer account rep, called a customer and identified himself as an attorney from the RAC
Legal Department to gain a little leverage in collecting a past-due amount. ACCOUNT MANAGEMENT / AT A CUSTOMER'S HOME

Which Forbidden Act did David violate here?

3. Andrus suspected that a customer sold some of the store’s
merchandise out on rent, so he left a message threatening an
arrest if the merchandise wasn’t returned.

Which Forbidden Act did Andrus violate here?

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