LAP Demonstration Test

Customer Account Advisor

  1. Making Non-Renewal Calls

Does associate have a good working knowledge of the information on RENEWAL MANAGER screen and why it’s important (i.e. start date, term, normal payment, history, product leased, # of agreements paid off, and frequency)

Does associate ask for the customer, tell the customer their name and company, state the purpose of the call and then pause (allowing the customer to respond)?

Did the associate update all customer and reference information

Did the associate perform any necessary coaching and document in F8 notes

Did the associate record pay day and frequency in the F8 notes

Did the associate obtain an adequate solution – satisfactory promise with date, time, and amount

Did associate place customer on hold for approval

Did the associate thank the customer

Did the associate demonstrate the necessary etiquette when calling employers and references

On accounts with appropriate histories, did the associate solicit customer for an additional agreement or a referral recommendation

  1. Field Visits

Did associate do a walk around to ensure safety of vehicle

Vehicle is operated in a safe manner

–Seat belt worn and passenger checked prior to moving

–Adheres to speed limit

–Turn signal used properly

–Spotter used when backing

Were field visits routed effectively before leaving the store

Did the associate initial the tracker prior to leaving the store

Does the associate have a goal in mind before arriving at a house

–Updated info

–Payment

–Return

Does the associate ask for the customer and display proper etiquette

Does the associate ask to enter the customer’s home so they don’t discuss business outside

Does the associate obtain a satisfactory resolution to the account

–Updated info plus promise

–Payment

–Return

Did the associate perform the necessary coaching

5 up and 5 down was executed

  1. The Flow/Sales Process

Did associate greet the customer with a handshake & ask for the customer’s name (associate must have a clipboard in hand when greeting the customer)

Did the associate ask the customer “ What brings you in today? Furniture, Electronics, Appliances, or Computers” If the customer answers with what they are looking for did the associate respond with “ When would you like to get that delivered?”

Did the associate help the customer pick out a product using FAB techniques.

Did the associate attempt to close the customer (if unsuccessful, did they turn the customer over)

Can the associate complete the short order form and build the customer’s file

Did the associate introduce the customer to the GM for closing

  1. Processing

When calling landlord, employment and references, did the associate obtain the necessary information and were they courteous

Did the associate attempt to sell the references

Did the associate initial appropriate places (order form, flow stamp)

  1. Payments

Did the associate ask for name and address

If applicable, did the associate read F8 and/or get necessary updated information (home phone, work phone, references, address, E-mail address)

Did the associate document pay day and frequency in the F8 notes

Did the associate bring customer in to closing room for any necessary coaching, and document in F8 notes

Did the associate take the proper renewal payment including all applicable fees

Was the associate professional and friendly

Did the associate set an appointment to pay for customer's next renewal payment

Did the associate point out next due date, staple the “Send-a-Friend” coupon to the customer’s receipt and explain the program, as well as give them the latest flyer

Does associate record F8 notes and use Sales Tracker to log walk-ins, telephone inquiries, customers that they could not close

  1. Vehicle Walk Around

Completion of vehicle walk around with appropriate notes made

  1. Delivery

Product is wrapped and staged by back door. All item #s have been checked against
the 4-3-3- report or delivery receipt

Does associate have a back belt on and is it functional

Member of management is present as product is loaded

Product is loaded and secured properly

Was “no holes policy” adhered to*

Were all accessories assembled and taken with them

Vehicle is operated in a safe manner

–Seat belt worn and passenger checked prior to moving

–Adheres to speed limit

–Turn signal used properly

–Spotter used when backing

Delivery is done efficiently

–Associate identifies where product is to be placed and clears best route to bring in merchandise

Product is set up, demonstrated (if applicable), and associate ensures customer satisfaction

–Does associate have the necessary tools for delivery

Call back is performed after delivery

5 up 5 down executed*

Route sheet is filled out properly

  1. Quality Assurance

Associate effectively quality assures chosen merchandise

Associate has good understanding of products needed in the QAC cabinet and their uses

Associates keep Quality Assurance Center and tools in satisfactory condition

Associate can use steam cleaner properly*

LAP Demonstration Notes