Page 39 - Drive First Gear Complete - Web

• Greeting Customer in the Store: Greet or at • Customer Follow-Up: After every product
least acknowledge customers within 3-10 service call, call to make sure that everything
seconds of their arrival in the store. met or exceeded the customer’s expectations.
• Customer Knowledge: When dealing with • Customer Attention and Comfort: When
customers, ask if they are able to use our customers have to wait, offer them something
products as intended. to drink.
• Customer Hand-Offs: When handing-off
customers, get them to the right person.

There are three components of perceived value:

Everyone within the company has
customer service responsibilities.
Some have more contact with
customers than others, but
all coworkers influence the YOUR RENT-A-CENTER STORE / PERCEIVED VALUE
customer’s Perceived Value (PV), ➌ Cost
or their perception of how the ➊ Quality
merchandise and our program will
meet their expectations. ➋ Customer
Service

The relationship of these three components can be
expressed in a formula:
Perceived Value Equation

Perceived Value = Quality of product &
program + Customer Service - Cost

PV = Q + CS – C

Positive Negative
Perceived Value Perceived Value
PV = (Q7 + CS8 – C10) PV = (Q7 + CS2 – C10)

PV = +5 PV = -1

Which is better? Circle one above.

You can see that to be successful we must
constantly work to improve the customer’s
perceived value.

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