Page 298 - Drive First Gear Complete - Web

CONGRATULATIONS

ON COMPLETING SECTION SIX!

Now, let's see what you've learned. Complete the Section Six Quiz below.

❶ What are the real reasons that customers pay late? (circle all that apply)
A. The customer’s behavior
B. The customer’s ability to pay
C. Our responses to our customer’s needs
D. Difficulty getting to the store to make their payment

❷ You have a customer who is consistently 6 days late. What is most likely the problem?
A. They are set up on the wrong payment day/date
B. They are lazy
C. The item is too expensive for them
D. They are unhappy with our customer service

❸ Which of these items are NOT required for a complete customer file?
A. Copy of a Photo ID
B. Copy of a Social Security card
C. Signed rental agreement
D. Complete and verified Rental Order Form

❹ When contacting a past-due customer’s employers or references these are things you cannot do.
(check all that apply)
A. Tell them the amount due
B. Accept payment from them on customer’s behalf
C. Leave name and number for call back
D. Ask them about customer’s reliability

❺ When taking commitments, which of these are proper steps? (circle all that apply)
A. Update all of the customer’s information in the POS system
B. Review the customer’s history, including payments, calls, and commitments
C. Take a commitment for a week from now without approval
D. Document notes of your conversation in the POS system

❻ Before making every collection call, you should mentally prepare yourself by:
A. Considering your tone
B. Becoming familiar with the customer’s agreement and history
C. Reviewing the customer’s work and pay schedule
D. Validating the customer’s references

297

Drive_First_Gear_vF2-0_Day6.indd 297 7/28/2015 10:26:08 AM