Page 68 - Drive First Gear Complete - Web

SECTION ONE QUIZ

6. Mr. Davis has started paying late. You ask him if there is anything you can do to help him make his
payments on time.
A. Acceptable
B. Not acceptable

7. A coworker told you about a time a customer paid a renewal with sexual favors instead of money.
A. Acceptable
B. Not acceptable
8. Jason just called to tell you he was going to be late back from lunch. He asked you to clock him in
from lunch. You told him you couldn’t do that.
A. Acceptable
B. Not acceptable

❿ Our mission is to improve the quality of life for our _______ and our _______. (check all that apply)
r Coworkers r Vendors r Customers r Competitors

⓫ Our core values include all of these except:
A. Having a winning spirit
B. Acting with a servant’s heart
C. Bringing honor to our teams
D. Being the customer’s best friend

⓬ Encouraging your customers can: (choose all that apply)
A. Boost their self-esteem
B. Help you develop a relationship with them
C. Open up the lines of communication
D. Backfire and they’ll start paying late

⓭ If you can’t help a customer, the best thing to do is:
A. Hand them off to a coworker who can help.
B. Take down their name and number, and call them later.
C. Tell them to come back later. (9.) 1.)B 2.)A 3.)A 4.)B 5.)B 6.)A 7.)B 8.)A (10.)Coworkers and Customers (11.)D (12.)A,B,C (13.)A will be forming their initial opinion of us and the store between 10-20 seconds! (7.) A,C,E (8.) 3, 2, 4, 1 and tone communicate the rest! (6.) False. Always greet the customer between 3-10 seconds after they enter the store. They today – we’ll see you next week! (5.) True. Your words only communicate about 7% of your

67 family member. C.) It looks like we may have set you up on the wrong payment schedule. Let’s get you on the right track: can (3.) Build, Listen, Ask, Thank (4.) A.) Hi Mr. Alvarez! It’s great to see you today! B.) I understand how tough it is to have a sick The average rental income per unit on an agreement. Net Collected – Percent of rental income actually collected to date. inventory units being rented. SMRR – The

Drive_First_Gear_vF2-0_Day1.indd 67 7/28/2015 9:36:33 AM