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PERCEIVED VALUE

customer perception

Our customer’s perception of us is constructed of many things, and being Rent Ready, as you just saw, is one
of the elements that build this perception. Another very important piece is how customers see your positive
attitude reflected in your behavior. A behavior is something other people can see you do. It is action-oriented.

Here are some Rent-A-Center standards that demonstrate positive behavior:

• Personal Appearance: Clothes clean, no wrinkles, • Face-to-Face Communication: Repeat back to
and free of tears; pants pressed with a crease. customers what they say to ensure understanding.

• Work Area Appearance: Work area free of trash • Internal Customer Teamwork: When a coworker
and desk uncluttered. has a problem and asks for help, exceed their
• Personal Attitude: Look for ways to help each expectations when helping.
customer. • Problem Solving: When a problem is found, fix it or
document it to be fixed later.
• Listening: No interruptions or limited interruptions
when talking with customers. • Product/Program Knowledge: Know the program
completely by the end of the first week.
• Telephone Communication: Always speak with a
pleasant tone of voice when answering the phone.

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