Page 275 - Drive First Gear Complete - Web

TAKING

PROPER

COMMITMENTS

Taking a proper commitment is nearly identical
to taking an on-time payment: you will follow
the same six steps that you do when taking a
payment, but with a few differences. Before
you file a commitment in the POS system, you
must ask yourself, “Have I solved the problem
for future renewal payments?” If you cannot
honestly answer yes, then you are missing some WELCOME & ORIENTATION / TRAINING ROADMAP
critical pieces of your commitment.

Rule #1 - Always try to commit a past-due ADVANCED ACCOUNT MANAGMENT / QUALITY COLLECTIONS
customer to make a payment today.

If the customer cannot give you a valid reason
why tomorrow is better than today, then you
must politely suggest that the payment be made
today (or immediately, if over the phone, if at all
possible). If you both agree that a commitment
for a later date is appropriate, make sure to
discuss the exact date and time the customer will
be able to come in and make the correct renewal
payment. It is perfectly OK to let the customer
know that you are making notes of what the
two of you have discussed and that you are
scheduling their commitment in
the POS system.

More tips when taking a commitment
• Tell the customer how much they owe.
Calculate exactly how much the customer owes,
including late fees.

• Press for specifics. Ask what time they will be
coming in to make their payment.

• Check for understanding. Ask the customer
to repeat what has been agreed to, including
when they will come in and how much they
owe.

274
273 274

Drive_First_Gear_vF2-0_Day6.indd 274 7/28/2015 10:24:58 AM