DNC, CnD, etc.
A customer states: "Do not call me before 9 am" & hangs up. Do you place on DNC or just notate account?
Place on DNC
A customer wants to be taken off of DNC, how do you do this?
Hit Remove DNC button & read disclosure verbatim. Hit save & notate.
Can a customer have more than 2 leases open at once?
In general, no. However if the customer leases with Furniture Row, they can have 3 active leases open.
What do we refer to 'minimum payments' as now?
Recurring Payments
Instead of stating lease agreement, what do we call it now?
Lease-to-own agreement
A customer calls in stating: “This is not [customer name]. Please stop calling.” What do you do next?
Remove number from TANC & notate wrong number
A customer wants to be taken off of Do Not Field Visit, how do you proceed?
Read "Reinstatement of contact" disclosure, Send email to dncreinstatement@progleasing.com with lease ID & Interaction ID, Remove Assigned user Do not field visit, save changes & notate.
How many days does it take an ACH payment to clear?
3-5 business days
What do we call the 90-day extension now?
90-day Custom Payoff
Instead of stating Cost of leasing/rental, what do we call it now?
Lease-to-own cost
"That person does not live here. Stop coming to my house." What do you do?
A customer wants to be taken off of Do Not Text, how do you proceed?
Read "Reinstatement of contact" disclosure, Send email to dncreinstatement@progleasing.com with lease ID & Interaction ID, Remove Assigned user Do not text, save changes & notate.
How do we add an Authorized Third Party?
Read the third party authorization disclosure, get consent from lease holder, notate ATP name & save.
Instead of stating approval amount, what do we call it now?
Lease-to-own approval amount
Instead of stating Invoice amount/retail price, what do we state now?
Cash price
"I don't want to receive these e-mails anymore." What do you do?
Remove email & replace with Noemail@progleasing.com
Can you just hit the Remove DNC button & read disclosure if customer wants to be taken off of Cease & Desist?
No
What is my dogs full name?
Ozzy Pawsbourne!
Instead of stating 90-day amount, what do we call it?
90-day lease-to-own amount
Instead of stating Total purchase price, what do we state now?
12-month lease-to-own total
“I don’t want to receive mail anymore.” What do you do?
Place on Cease & Desist
A customer wants to be taken off of Cease & desist, how do you proceed?
Fill out Back Office form for Reinstatement of contact form, submit an IT ticket for reinstatement of contact request, notate phone # they want on file, save & notate.
Who is the best team ever?
Lil Yodas of course!
Instead of stating Balance, what do we say now?
Remaining 12-month lease-to-own total
Instead of stating Remaining approval amount, what do we state now?
Remaining lease-to-own approval amount