Page 4 - Drive First Gear Complete - Web
P. 4
a look inside...
your training guide
SECTION 1 SECTION 2 SECTION 3
PAGE 14 PAGE 66 PAGE 136
First Gear Schedule at a Your Safety Comes First Page 69 Your Guidebook to G.A.S.C. Page 125 TABLE OF CONTENTS
Glance Page 5 Safe Lifting Page 71 Greet Page 127
Roadmap to Success Page 7 Hand Trucks and other tools Page 73 Ask Page 129
How to Use this Guide Page 10 Safe Lifting & Using the Show Page 135
HR Paperwork Page 13 Handtruck Activity Page 75 Close Page 137
Commitment to Respect Page 15 Blood-Borne Pathogens Page 77 Upselling & Add-ons Page 139
Franchise Policies Activity Page 17 Stay Safe Activity Page 79 The Worry-Free Guarantee Page 141
Our Mission Page 19 Coworker Security Page 80 GASC Methodology Page 146
What is RTO? Page 20 Panic Device Training Activity Page 86 LDW & Benefits Plus Page 147
The World of Rent-A-Center Page 21 Fraud/Cash Handling Page 87 Customer Verification Page 149
Our Brand / Our Other Brands Page 22 Coworker Security Activity Page 89 Rental Order Form Activity Page 151
Our Structure Page 25 Cash Handling Activity Page 91 Verifying Personal Information Page 152
Practice What You’ve Learned Page 27 Drive Safely: Offsite Verifying Employment Page 153
RAC Acronyms Page 28 Experience Page 92 Verifying Personal References Page 154
Customer Service Page 29 Your Vehicle Inspection Page 93 Verifying a Rental Order
Basic Customer Experience Page 31 Backing up the Truck Safely Page 95 Activity Page 157
RTO Mythbusters Activity Page 33 Delivery Page 96 Customer Close Page 158
The Rent-Ready Philosophy Page 35 Vehicle Safety Page 98 Creating a Rental Agreement Page 159
Perceived Value Page 37 Hit the Road Jack Page 99 Creating the Rental Agreement
Rent-Ready Checklist Activity Page 39 Respecting the Customer’s in the POS Page 160
My Store Worksheet Activity Page 42 Home Page 101 Closing the Rental Agreement Page 161
Communications in Your Store Page 45 Product Service Page 103 Rental Agreement Dictionary Page 162
Customer Interaction (BLAT) Page 47 Returns Page 106 State Guidelines Activity Page 165
Communication Skills & Field Visit Recap Activity Page 108 Closing the Rental Agreement
Positive Speaking Page 53 Product Knowledge Page 110 Activity Page 167
Body Language Page 55 Product Knowledge Resources Page 112 Calculating the Initial Payment Page 168
Body Language Activity Page 57 Value Page 115 Calculating the Initial Payment
Tone Page 58 Refurbishment Page 117 Activity Page 169
Greetings Page 59 Price Tag Page 120 Updating the Customer
Handing off a Customer Page 61 Section Two Quiz Page 121 Information Page 173
Customer Service Page 63 Updating Customer Information
Standards Activity Page 64 Activity Page 175
Section One Quiz Page 65 The Rental Payment Process Page 178
Taking Payments Page 179
Payment Do’s & Don’ts Page 182
Taking an On-Time Payment
Activity Page 183
Other Payments Page 187
Account Management Page 188
Forbidden Acts Page 190
Past-Due Collections Goals Page 199
RAC Collection Lingo Page 201
Calculating Past-Due % Goals
Activity Page 203
Account Management Activity Page 207
Critical Conversations Page 208
Critical Conversations Activity Page 210
Section Three Quiz Page 213
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