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ACCOUNT

MANAGEMENT

Handling a Challenging Customer

PRACTICE WHAT YOU'VE LEARNED

Take a look at the scenarios below and try to determine the best option for each customer.

Select the correct option number next to each scenario below.

① Long-term customer Steve is a
➊ Payment / Commitment ➁ construction worker who lost his job.
He wants to re-rent when he gets
➂ back an his feet.

➀ Alice recently took a new job in
➋ Early Purchase Option ➁ another state. She's near to end of
her agrements and always makes her
➂ payments.

➀ Roger had missed his last two
➌ Payment Protection Program ➁ payments. He called today asking if

➂ he could keep his TV and couch.

IMPORTANT – All returns, scheduled or unscheduled, MUST have store manager
approval PRIOR to physically putting the merchandise in the vehicle.

If diplomacy fails, you may find that you have a very angry customer on your
hands. It’s important to remember that people become upset for many reasons,
and again, this is not personal. Regardless of how far they push, you must always
remain calm and in control.

As a new CAR your best bet is to hand those customers off to a senior coworker
when you find yourself in a challenging situation.

DID YOU

KNOW?

There is a fourth option that you need to be aware of: Rental Extension. This is an
option that only the store manager is allowed to discuss with the customer. If you
determine with the customer that returning the merchandise is a possibility, your
manager can look at the account and, in conjunction with your district manager/
franchisee, defer the customer’s next couple of payments. This is why the store
manager must be involved and approve EVERY merchandise return decision. You
will learn more about this option at your home store.

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