Page 32 - Drive First Gear Complete - Web

Basic

customer

experience

The basic customer experience has a flow that gives you plenty
of opportunity to build your relationship with your customer, and
here’s how:

Greet, Ask, Show, Close
The customer has a need and walks into a Rent-A-Center store
where we greet them with a smile. We help them find something
they love on the showroom floor by asking about their needs and
showing them the items that satisfy those needs. Then, we help
them determine which item they want to take home with them.

Customer Verification
We work with the customer to complete an order form for the
item(s) they need, and verify each element on the order form. The
customer helps us coordinate a payment date that coincides with
their pay schedule, and we create the rental agreement.

Rental Agreement Close
We will carefully guide the customer through the rental agreement
and the payment schedule, so there is no confusion about
any portion of the agreement. This is a critical moment in our
relationship with our customer – if they leave with any questions
unanswered, it makes their experience substandard.

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