Page 283 - Drive First Gear Complete - Web

THE COMPLETE

CUSTOMER EXPERIENCE

Optimal Customer Experience: Customer #2
Date: Customer Name
Observed Behavior Yes No Strengths Areas for
Improvement
Observe sales interactions with customers
Greet: all customers within 20 seconds on floor (or p p
3 rings)
Ask: ask qualifying questions to determine p p
customer needs
Show: shows customer products that are relevant p p
to their needs WELCOME & ORIENTATION / TRAINING ROADMAP
Show customer interacts with product
Close: coworker uses relevant program features p p
GASC
and benefits to overcome objections
Close: coworker ask to fill out order form with p p
customer
Review New Rentals, 1st payment defaults,
7-14’ and 15+ files
• Order from completely filled out & information is p p
updated in HT
• Verified & approved by manager before delivery p p
or carryout
• All payments are setup on or shortly after p p
DRIVER'S SEAT / THE COMPLETE CUSTOMER EXPERIENCE
Customer
customer’s pay date
verification
• Delivery checklist filled out correctly & call back p p
completed
Observe Proper Rental Agreement Close
• Rental agreement closed away from counter; p p
sitting down with customer
• Coworker emphasizes the obligations the p p
company will live up to, the customers first due
Close
Rental
date & importance of on-time payments
Agreement
Customer Payments
• Always verify the customer’s contact p p
information and update if needed p p
• Always ask the customer for a referral
• Always thank the customer for their business p p
Customer
Payments
Proper Delivery Processes Are Followed
• Proper paperwork, accesories and assembly/ p p
installation tools are prepared
• Correct merchandise is loaded front to back, p p
using appropriate blankets, pads & straps to
protect product
• Returns are made Available For Rent (AFR) within p p
Delivery
Customer
48 hrs
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