MANIACS
When a customer is trying to push their payment out, why is it important to ask them open ended questions about their situation?
Asking open ended questions makes the customer give you more than yes/no answers to your questions, and explain to you what is going on.
What time would be the best time to check funds on account?
Morning and evening, customers will receive income tax and turn on card most likely we would be able to hit debit card.
Helps lower fallout because they know when they are due and can't “forget” us
Yellow Reminder Cards
What is getting paid?
Getting paid is a customer paying on their due date.
What would be your best resource to verify funds?
Chirp
What is actively listening to your customer?
Always pay full attention to the customer, understand their concern, and ask clarifying questions to ensure you get all the details right
What day do accounts settle?
Day 11
On what day is the late fee added in eCheck?
Day 10
T/F? It's ok for a customer to pay late? WHY?
FALSE
________ is where we put customers out for repo.
Repo Systems
Tailoring your response based on the customer’s past interactions and preferences is known as what key point?
PERSONALIZATION
Why is it important to personalize a “Settlement Credit” offer?
The offer has to make sense to the customer, personally and financially
How do you set your store up to get paid on time?
Courtesy calls, follow up at promise times and most important when they open set the expectations with them.
What is your best rebuttal when a customer says "I can't pay today."
There are many correct answers! Let's hear a few from the crowd! DAILY DOUBLE!!!!!!!THIS QUESTION IS FOR FREE LUNCH!!!!!
__________________ is the most important tool we use
The phone
What does it mean when we say Go The Extra mile for your customers?
Offer additional assistance or benefits, when possible, even if it’s beyond the scope of the original request.
What is the best way to keep up with your DP2Ps?
Notes in eCheck and promise times in your clockwatcher
What is required to assist a customer with Client Care Plus?
The customer has to have at least three transactions with us and ability to come to the store to sign CCP form. Not required, but it is recommended to get a partial “good faith payment” from customer when able to.
What is the weekly expectation for PickUp %?
92%
All customer information we need to be "Maniacs" is kept here.
Echeck
Name 4 out of 7 key points for being a customer service maniac.
DAILY DOUBLE!!!!!!!THIS QUESTION IS FOR FREE LUNCH!!!!!
Percent we can discount a Category 2 past due customer between 61-90 days
up to 25%
How many times can we assist a customer Client Care Plus?
Once. You will need DM approval to make any exceptions
How when and where do you set expectations for on time payments?
At the close of the loan and when taking a payment. This can be done on the phone or in person and should be done every time.
Everything you need to write a new loan can be found in this one place
CashMax Docs