Page 281 - Drive First Gear Complete - Web

CUSTOMER NO
TELLING A

Consider:
• Only store managers are allowed to approve commitments on
accounts that are seven or more days past due
• Receiving payment is always our first objective, but sometimes a
return is necessary, depending on the customer’s situation

• The customer’s ability and willingness to solve the problem should
be considered when making the decision ADVANCED ACCOUNT MANAGMENT / TELLING

• Ninety percent of the time, it is either a money problem or a
customer service issue; asking the right probing questions can help WELCOME & ORIENTATION / TRAINING ROADMAPA CUSTOMER NO
identify the root cause

Review:
What are the two biggest takeaways from this activity?

1. Two biggest successes:

2. Two improvement areas:

3. Two general takeaways:

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