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APPLYING WHAT

YOU'VE LEARNED!

MAKE 10-15 FALLOUT CALLS

A “fallout call” is a call we make to a customer who is due THAT DAY. We do not call all of the
customers each time they are due because most customers make their renewal payments faithfully
each week. However, we do call some customers the day they are due based on a few things: how
new the account is, the customer’s recent payment history, and whether or not they pay by phone.

Our current policy indicates that we follow these procedures for fallout calls:
10:00 AM

• Start calling those customers due today who pay by phone to get
their credit card number to run their payment.

12:00 PM

• Start calling first payments – This call should be a “thank you for
your business” and reminder call only.

• Also start calling all customers who have been late the last two
times in a row.

4:00 PM

• Start calling anyone else who has yet to pay.

In this Driver’s Seat activity, you’ll sit with your learning coach to conduct fallout calls. Watch as
your coach makes some calls. Once they reach three live contacts, it’s your turn to give it a try. Your
learning coach will observe you make at least five calls.

After that, you will continue to make 5-10 more calls on your own (at least five live contacts). Use the
spaces on the next page to record three of your calls.

Use the notes space at the bottom of the next page to write down how the experience went or any
questions you may have.

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