WILD CARD
What is the MOST important tool we have?
PHONE
Who should you tell about the referral program?
Every one. Every call, every payment, every in person encounter.
When should you explain to customer when there due date is and how much?
At the time of the loan and every payment after
What day can we send a vehicle out for repo
11
What do you need to do before you have a busy day to be prepared?
Courtesy Calls, MLAS, pull files, clock-watcher, clean, stock drinks and snacks, have plenty of cash and change, have new loan packets printed and ready,
This type of customer follow-up—done via phone, —is critical for payment reminders and are done 2 days, and 1 day prior to due date
courtesy call
Telling all of your customers about the awesome referral program & having them leave a google review will help your store how?
NEW CUSTOMERS! Better Google review ratings will help bring them in!
The ________________is a key tool in collections procedures. Always ensure it is legible and filled out to its entirety.
INFO SHEET/APPLICATION
How can you get new numbers on a delinquent account?
References, or have District manager run a TLOxp
1. What is a Good Held? 2. What makes it go up and down?
1.A current customer. 2.New, VIP, past due gets current. Customer falls out or pays off.
1. What are 5 ways to verify employment? 2. The best way to verify a work phone number?
1. Call the place of work and ask if the customer is available, paycom or other payroll system, badge, schedule, speak with boss, Teams or company emails from today, last effort paystub/Chirp. 2. Call the number, Google it, white page look up, internet search
STORE-MANAGER? What is the criteria for the Diamond Club?
What is one of the most effective ways to ensure customers pay their loan on time?
Explain our process and set expectations of on time payments
When following up on a past-due customer, what would be the 1st thing to do?
Call the customer, listen, and try to help resolve the situation. Is CCP an option. Always get your DM involved if needed.
When an account falls past due on the 11th day the account is ....
SETTLED
This act was enacted to protect accuracy, fairness and privacy to customer
FCRA-Fair Credit Reporting Act
Each New customer should walk out the door with what?
Cash, Contract and yellow reminder card.
What does Getting Paid mean?
Getting customers to pay on time.
1. When do collections start? 2. When do collection attempts start?
1. At the time of the loan. Info sheet, correct information 2. When we close at 6pm/7pm.
What is the required GEI/PickUp to bonus weekly?
94% with 5 new loans & First week fallout collected 40%
Name 7 key points for being a customer service maniac.
-active listening -empathy -proactive solutions -timeliness -personalization -going the extra mile - positive attitude
How does becoming a Master of the Phone Conversation help you?
When you master answering the phone, sound confident and know all the right things to say, you are more likely to make the sale
1.What tabs in eCheck need to be verified when a past due customer finally makes payment. 2. What does that conversation sound like?
1. Client, Employer, Bank, and refs if those are bad #'s. 2. We appreciate your payment today, but we need you to pay on time. What happened?
1. When are RCC payments submitted? 2. Who can be rcc'd? 3.Who can't?
1. One day before customers next pay date before 1pm.
2. Customers that signed a contract on or after 7/1.
3.Customers who's rcc's have came back as closed accounts/return reason or Chime, CashApp etc..
A customer is 70 days late and wants to pay. According to the settlement credit procedure, what options does the customer have?
(25% off total pay off, or 5 payment LRA)