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ACCOUNT MAKING

MANAGEMENT

THE
Quality Collections

Hopefully you can see the

importance and value of
solve a customer's payment CALL
taking the time to help

problem.

Remember, you main goal is to work with the customer
As you talk with the customer, consider to solve the payment problem. Your preparation will
these questions: supply you with the tools you need to assess this WELCOME & ORIENTATION / TRAINING ROADMAP
type of situation. Your success will revolve around
1. Why didn’t this customer pay their
renewal on time? your ability to listen to the customer, convey your
understanding, and problem-solve with the customer
2. Have we done something to cause the to develop a win-win situation for them and for the
late renewal payment? company.

3. Has there been a change in the Once you've contacted your customer and solved their
customer’s ability to pay?
account issues, you need to:
4. Is there a renewal payment behavior
problem? ➊ Enter your notes from the call into the POS so you
can refer to them later
5. What can I do to help this customer?

6. What can I do or say to encourage the ➋ Ask for a commitment from them to make a
customer to renew? payment

7. What can I say to reinforce or add value ➌ Agree upon a time and date when the customer will
to the merchandise or rental program? make the payment
8. What do I need to do to get future
renewal payments on time?

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