Page 239 - Drive First Gear Complete - Web

ACCOUNT

MANAGEMENT

AT A CUSTOMER’S HOME

When someone answers the door, follow these steps to Account Management at a Customer’s Home:

• Introduce yourself. You may need to do this • Update Lucy’s customer information (new
when someone responds behind a closed door phone number, new work information, etc).
and again when they open the door. Remember • Agree to a renewal date OR return of the
to tell them you work at Rent-A-Center – again, merchandise:
don’t lie, or use tactics here. w Take a payment from Lucy (more on this
• Ask to see the person(s) listed on the account. a little later), or make a decision to accept a
You’ll ask for Lucy, since she didn’t answer the commitment
door. w Discuss our Payment Protection benefit, pick
• Reintroduce yourself to Lucy when she comes to up the merchandise and try to schedule a date ACCOUNT MANAGEMENT / AT A CUSTOMER'S HOME
the door. for Lucy to re-rent the merchandise
• Ask if you can come inside to discuss the • Have Lucy confirm her understanding of what is
account, if she doesn’t invite you in: to take place:
w Remaining outside could be too public or w If she has agreed to a commitment, have her
uncomfortable for both you and Lucy restate what the commitment is
w Being inside puts you in a better situation if w If she is returning the merchandise, have her
you have to ask for return of the merchandise restate the redelivery date, if there is one:
w If other people are around, ask to speak to • When picking up merchandise from a customer,
Lucy in private ALWAYS fill out a manual receipt and obtain the
• Pleasantly but firmly explain to Lucy that she customer’s signature
has not made her renewal payments. • Thank Lucy for helping and reaffirm any
• Listen and respond with understanding. commitments she’s made.

DID
KNOW?
YOU

Before discussing a course of action (renewal
or return), it is CRITICAL that you update your
customer’s information. After all, her phone
was disconnected and, if the customer agrees
to make a renewal, you will need their current
contact information to effectively manage the
account in the future (disconnected phone
number, no longer employed, disconnected
references, etc.).
238

Drive_First_Gear_vF2-0_Day5.indd 238 7/28/2015 9:12:02 AM