Page 252 - Drive First Gear Complete - Web

THE COMPLETE

Take two customers through the
complete customer experience from CUSTOMER EXPERIENCE
your greeting to delivery. Ask your
manager or owner to observe you, and
record their observations in the table below.
Optimal Customer Experience: Customer #1
Date: Customer Name
Observed Behavior Yes No Strengths Areas for
Improvement
Observe sales interactions with customers
Greet: all customers within 20 seconds on floor (or o o
3 rings)
Ask: ask qualifying questions to determine o o
customer needs
Show: shows customer products that are relevant o o
to their needs
Show customer interacts with product
Close: coworker uses relevant program features o o
GASC
and benefits to overcome objections
Close: coworker ask to fill out order form with o o
customer
Review New Rentals, 1st payment defaults,
7-14’ and 15+ files
• Order from completely filled out & information is o o
updated in HT o o
• Verified & approved by manager before delivery
or carryout
• All payments are setup on or shortly after o o
Customer
customer’s pay date
verification
• Delivery checklist filled out correctly & call back o o
completed
Observe Proper Rental Agreement Close
• Rental agreement closed away from counter; o o
sitting down with customer
• Coworker emphasizes the obligations the o o
company will live up to, the customers first due
Close
Rental
date & importance of on-time payments
Agreement
Customer Payments o o
• Always verify the customer’s contact
information and update if needed o o
• Always ask the customer for a referral
• Always thank the customer for their business o o
Customer
Payments
Proper Delivery Processes Are Followed
• Proper paperwork, accesories and assembly/ o o
installation tools are prepared
• Correct merchandise is loaded front to back, o o
using appropriate blankets, pads & straps to
protect product
• Returns are made Available For Rent (AFR) within o o
Delivery
Customer
48 hrs
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