Customer Types 101
What are the three customer types in CBS Guidelines?
Willing, Vague, and Unable
A willing customer must complete how many commitments?
What are two commitments?
A customer gives a payment amount but says “I’ll pay the rest whenever.” What type?
What is Vague?
A customer says they cannot pay anything today. What type are they?
Unwilling
Which customer type provides BOTH payment and timeframe?
Willing Customer
What is the timeframe for the second commitment for a willing customer?
What is within five business days?
What key element is missing from a vague customer?
Last commitment date
An unable customer provides how many commitments?
0 or 1 outside of the guidelines
Which customer type gives a payment amount but no clear timeframe?
Vague Customer
A customer pays $300 today and will pay the rest by Friday. Which type are they?
What is Willing?
True or False: A vague customer can still complete the first commitment.
True
Customer: “Nothing today. I just don’t know when I can.”
Unable
Which customer type gives no payment and no timeframe?
Unwilling
What makes a first commitment valid?
Within 7 days
A customer says, “I can give $200 today, but I’m not sure when I can pay the rest.”
Vague
Customer: “I can pay $300 today but I’m not sure about the rest.”
Vague
The CBS classification depends on the customer’s tone.
False
A customer pays today and promises the rest in 7 business days. Are they willing?
Yes, it is within guidelines
Does a vague customer qualify for the second commitment?
No, to be a vague the second commitment has to be outside of the guidelines
Customer: “I can pay $100 now and $200 more Thursday.”