Page 244 - Drive First Gear Complete - Web

APPLYING WHAT

YOU'VE LEARNED!

Observed Field Visits
Account Management at a customer’s home is an important aspect of being a CAR and perfecting it can
lead to customer retention, quality referrals, and excellent rapport. The expectation is that you get results.
You must demonstrate an understanding of how to get those results. Use the following evaluation forms
to rate your understanding and abilities.

Customer Name Due Date Days Past Due
Contact Type (circle 1): Commitment – Payment – Return - Left Door Hanger – 3rd Party Contact
Please provide details of the visit:

Rate your strength in each of the areas using the following scale:
1 = Needs Improvement 2 = Adequate 3 = Strong 4 = Very Strong
1 2 3 4

1. Introduce yourself and the company.

2. Ask to see the person(s) listed on the account

3. Reintroduce yourself if the customer was not the person who first came
to the door

4. Ask if you can come inside to discuss the account if the customer
doesn’t invite you in

5. Pleasantly but firmly state non-renewal

6. Listen and respond with understanding

7. Agree to a renewal date or return

8. Have the customers confirm their understanding of what is to take place

9. Ask for a referral

10. Thank the customers for helping and reaffirm any commitments the
customers made

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