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ACCOUNT

MANAGEMENT

Commitment Do's & Don'ts

Listed below are some Do’s and Don’ts of taking proper commitments. Take a shot at matching up Do's and
Don'ts by drawing a line from each statement to the appropriate button.

Do's & Don'ts:

• Take a commitment without verifying
with the customer that we have current
information (validate this by reviewing
call history)

• Update all of the customer’s information
in the POS system

• Take a commitment past the upcoming
Saturday without your store manager’s
approval

• Forget to use the proper call code

• Review the customer’s call history
to look for additional missing
information (reference phone number
is disconnected, they’re no longer
employed (NLE), etc.)

• Take too many Saturday commitments;
these typically result in a broken
commitment (try to get the customer to
commit on their pay day)

• Take notes of your conversation so that
someone other than you can assist the
customer in your absence and “pick up
where you left off”

• Use the proper call code

• Try to commit the customer to make the
renewal payment today over the phone

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