<p> CSR Evaluation - Training Checklist </p><p>Name:______Manager:______</p><p>Hire/Transfer/Position Change/Date______Store ______</p><p>SALES & STORE Notes GROWTH 1 % of BOR Delivered Need to know: What is BOR? What % of our BOR, am I required to deliver? 5% wk. 20% mo. How many Deliveries should I have per week? C Where do you find this information? Why is this information important?</p><p> What did we / I do to make it good?</p><p> What must we/ I do to improve?</p><p>2 Average Weekly Delivery Need to know: How many Deliveries should I have per week? = ______(No less than 15 per week) How can I keep up with how many deliveries I have? (Del. recap report) A Why is this information important?  What did we / I do to make it good?</p><p> What must we/ I do to improve?</p><p>3 Daily Sales Calls Need to know: No less than 25 outbound calls per day. Set aside 30 minutes a day to do these calls. Where should you do these calls? When is this time scheduled? What is the promotional offer? Who do I call? How do I log the calls? Why is this daily task important? B What will show me how many Solicitation calls I have made this week, or last week?</p><p> What did we / I do to make it good?</p><p> What must we/ I do to improve?</p><p>4 Sales Goal Board Need to know: Update goal board: Daily / Weekly / Monthly Always know where you stand in relation to your goals. C Where do you find this information? Why is this information important?</p><p> Updating the board every Day, Week, Month</p><p> What must we/ I do to improve?</p><p>Signature 5 Potential Rent Per Customer Need to know: Current Potential rent divided by number of customers. What is Potential Rent, and where do I find this number? How many customers do we have? Where do I find this number? What should my store’s potential per customer be? C  What is the number?  What must we/ I do to improve?</p><p>6 BOR +/- for Period Need to know: Where do I find this info. on Daily Report? How do I look it up in High Touch? What is meant by period? Daily/weekly/monthly. What does it mean if we are UP or DOWN for the day/week/month? What is GAIN? C What affects this number?  Are we UP or DOWN?</p><p> What can I do TODAY to end today with a gain?</p><p>7 Customers +/- Vs. Last Year Need to know: Monday store report from Mike. Daily Reports. Compare to # of customers at the end of the previous December. Have you gained customers or lost customers this year? Why is this important? What can I do to C gain back the customers we lost? How did we LOSE a customer?  Have we gained customers every week?</p><p> How can I gain new customers?</p><p>8 APA Growth for Period Need to know: What is APA? How do I get this figure? FORMULA: Potential Revenue divided by BOR. Why is important to track this number? What affects this number? What is average for my store?</p><p>C  What is it now?</p><p> What can I do to grow our APA?</p><p>9 % of Revenue Vs. last Year Need to know: Are we making more money? Do we have fewer expenses? P & L statement. What do we do each day that impacts our revenue? C  Are we growing?  What will make it grow?</p><p>10 Gross Margin Vs. Last Year Need to know: GM is Total Rev. minus inventory depreciation minus charge off expenses. P & L statements. What are charge off expenses? C  What is our GM now?  What was it last year? 11 Rings & Swings Need to know: What is a R & S log? How do I use it properly? How do I follow up? Can another employee look at my log and follow up with my customer when I’m not here? What kind of deal was offered to this customer? Can my manager look at my log and see how many delivered leads I have in a certain period of time? </p><p>A  Do I keep track of all leads?</p><p> Have I followed up on each and every lead?</p><p>12 Taking Payments Need to know: Verify address/phone #. Read notes before asking for payment. Ask “When do you get paid again” Take payment up to first Sat. past next pay day. No Bail Outs. Pop and Pause. Always make it due on Saturday. Explaining Late Fees: 5.00 reinstatement fee. After 2 days, late fee is 1.00 a day. Fees cannot be dropped this week and added on to next week’s payment. (They are not obligated to rent the product again next B week.) Get a commitment for when they will pay again. Ask customer about the product they rent. What are they going to get next? Log notes in collection screen, if not current.</p><p> Do we have a high number of Fall Outs? (What’s a Fall Out?)</p><p> How many customers do we have late? How many due mid week?</p><p>13 Saturday Due Dates Need to know: B Why is this important? What does it affect if I make a customer due on Tues. or Weds.? 14 Phone Shop Scores Need to know: 3 Ring rule. Ask investigative questions, what do they need? Benefits and Features. Ask for the close. Ask for the close. 3-4 times. Must be 80% or higher. Calls may be monitored. Don’t give the price until you sell the program first. NO: down payment, credit check, long term commitment. FREE: Delivery & set up, B Service, and Loaners.  How do I know my scores?</p><p> What do I need to do better?</p><p>15 Price Quotes Need to know: If today is Wed. and they want to pay weekly, how much would they need today? First payment should be figured at 1 wk. and 3 days. “Your weekly payment will be $22.89 (19.99 x tax + waiver). Today you will need $32.76 (10 day pmt. plus tax and waiver), to make it due on Sat. </p><p>C  Are we giving customers the correct first payment amount when they call? </p><p> Are we pricing one amount on the phone, then giving them another amount when they come in to purchase?</p><p>16 Pay out Information Need to know: How much is my payout? When does/did their 90 days end? When will they be in to pay it off? Do I need to manually add late fees? Do I need to add amounts due from previous extensions? How do I look that up? How do I figure late fees in advance? READ notes on the account. Do not accept a check for a pay out.</p><p>C  Are we getting the information we need to figure the correct amount?</p><p> Do we just give them the amount shown on the screen and throw away fees? 17 Agreement Explanation Need to know: Verbally highlight the most important portions of the agreement. On-time: Due Date/Amount/Fees. Amount/90 Days/Term. . Return of Property/Equity. Make it due Sat. past the customer’s next pay day. Make sure it is printed on line. Why is it important to go over all that stuff with each customer? What is the A effect if we just skip through it?  Does my customer know everything they’ll need to know for the life of this rental?</p><p> Do I really understand the Agreement myself?</p><p>18 Making Good Packages / Need to know: Real Time Pricing Legality. Term. Rate. Gross margins. Turns. When to liquidate. Packaging. Discounting. Pull Inventory Cost Rent Listing to identify product to liquidate or reduce. Orig. cost X 4, divide by 2 (or 1 ½), minus accumulated rent = Formula for packaging. Retails end in 9.99 and weekly/monthly prices end with .99 B cents.  Does every product on my show floor have correct price tags?</p><p> Do I have to look up a price while a customer waits?</p><p>19 Store Promotions follow Need to know: through / Success Idea development. Promotion execution. Success rate. Give new hire some ideas from previous successes. How often should I have a promo? B  How many customers have I gained or regained from my promo?  Do my promos actually happen, or end with a ‘good idea’?</p><p>20 Follow-up on orders not filled Need to know: immediately Rings & Swings. Can another employee look at my log and follow up with my customer when I’m not here? What kind of deal was offered to this customer? Do I keep up my log so that by looking at it I know how many leads I’ve had, and how many were delivered?</p><p>A  How many leads have I delivered this week?</p><p> Have I neglected to get any customer what they wanted? Why?</p><p>MERCHANDISING Notes 21 Product Display / Sets Need to know: Showroom set up to sale. Front window: Colorful, Eye Catching. Inside front door: Laundry set. Keep Add- A On products near counter at all times.   Computer Rack Perfect Computer Rack. Know how to restore. Make attractive. Keep tagged with correct stock number and serial number on the tag.   Appliance Packages Appliance sets packaged together. Good, Better, Best. Tags on all of them with correct stock number and serial number.   Open LR Sets Living rooms open, easy access, inviting. Make it look like it’s a room in your home.</p><p>  Home Theater Home Theater experience. Display! Display! WOW them! Experience 22 Electronics Hooked Up Need to know: All electronics hooked up, turned on, ready to use. TV’s on same station or DVD and turned down. Stereos A on same station set to a pleasant volume. 23 Cleaning Products Need to know: Know what cleaners to use on each type of materials. Electronics, appliances, fabric: grass, grease, blood, etc. Know how to use shampooer. How clean would a household appliance need to be before YOU would A buy it? 24 Chemical Knowledge Need to know: B How to use/store. Red tags. 25 Backroom Need to know: Back room: What’s back there? ID product. Clean it the same day it comes in if possible. EVERYBODY’S B responsibility. Why is it important to keep product out of the back room? 26 Receiving product from HO Need to know: Check off product as it comes off truck. Download stock #’s to your High Touch system. Transfer back out any numbers for which you didn’t receive product, and send back to HO. Put stock numbers on ALL C products IMMEDIATELY! 27 Receiving product from Need to know: Outside Vendors Check for damage before signing acceptance. Be sure to check in each separate piece. Enter into High Touch C using PO sent by Rebecca. Put stock # on products IMMEDIATELY! 28 Tagging and Identification Need to know: (Stock #’s) Stock numbers should match serial numbers. Everything in the store (front and back) should have a stock number on it. Everything on the floor should have a tag. Everything in the back should be marked for A identification. Does it need service? Did it return from service? Is it on rent? Use pink/green tags.</p><p>ASSET MANAGEMENT Notes 29 Store Appearance Check Need to know: Scores 80% or higher. A 30 Inventory Management Need to know: Don’t sell it until you touch it! (Case Goods: Know the features and benefits of each product. Know how/where to locate the correct cords and accessories.) If a customer carries in a Return product. Find out why, and try to help him keep it. What can you offer? Do they owe back rent? Ask for it now. Is it complete A with accessories? Test, clean, and tag. If a customer needs parts. Know your store’s procedures for placing parts orders.</p><p> Does everything right down to mattresses and frames have stock numbers on them?</p><p> Can I find everything that needs reduced on the Inv. Cost Rent Listing?</p><p>  Spot Check Pull up all computer and monitors, or all mattresses, etc. Print off High Touch. Compare to what is actually Inventories in your store. Doing this occasionally helps keep your monthly inventory job be more simple.</p><p> Do all my stock numbers and serial numbers match?</p><p> Are we missing this product and have an extra of that product?  Remote Controls Your store should have a procedure in works for keeping remotes readily available for each product. Ask the Del. guys for the remote every time they pick up electronics. Where does your store keep remotes? How can I match the correct remote to this product? </p><p> Can I always get the customer the correct remote without making them wait while I search?</p><p> Do we have a drawer full of remotes that are unidentified and have the backs missing?</p><p>Communication Notes 31 Proper documentation: * Need to know: Commitments *Verify address/phone #. Read notes before asking for payment. Get a commitment for when they will pay again, and put notes in Collection screen. * Order Forms *Get as many phone numbers as you can. Sit down with the customer to fill it out. Verify work number and A home number by calling them while customer waits.</p><p> If I need to contact this customer next week/month, do I have plenty of contact information to do so?</p><p> Do all these references have the same phone number?</p><p>32 Store Filing - Customer Need to know: Information Good call (48 hour turnaround) Input References. Update order form (every 3 months). Staple Order form to inside of folder. Keep only active rental agreements.</p><p> Does this file contain only the information and all the information that we need to keep them A coming back?</p><p> Does the file weight 8 lbs. and fall apart in your hand?</p><p>ACCOUNT Notes MANAGEMENT 33 Skips related to poor order Need to know: forms What is a SKIP? How can a sales person be at fault for a skip? What makes an order form a POOR order form? C  Do I have a good relationship with my customers?  How many accounts have we charged off this year because we lost contact with the customer?</p><p>34 Lost Fees % Year to Date Need to know: Know how to print Lost Fees report. What is a Lost Fee? What is average?</p><p> What is my store’s lost fees at right now?</p><p>C  How can I improve it? What affects it? 35 Taking Proper Payments Need to know: Sat. due dates. Pay up to first Sat. after the customer’s next pay day. Read the notes before asking for the payment. Pop and Pause. Update account with documentation after the customer leaves. How much could it really hurt to drop this guy’s fees? It’s just $6.00, right? What is the purpose of the late fees? What is the difference in a Late fee and a Reinstatement fee? If they are set up bi-weekly, do not let them pay one week. B (gets them off their payday period and every payment thereafter will be a week late). What is the difference in paying Bi-weekly or Semi-monthly?</p><p> Did this payment cost my store money? Did I collect all fees?</p><p> Did the customer walk away with an account that is now due today?</p><p>36 Bail Outs Need to know: Don’t make it due today. If they are a week behind they must pay both the late payment and the current payment, to keep them due on their next pay period.</p><p>B  Is my customer due on her next pay period?</p><p> Is my customer due before she gets paid again?</p><p>37 Saturday Due Dates Need to know: B Why is it important?</p><p>SERVICE Notes 38 Computer Restore Need to know: Teach the new hire how to restore, add screensavers, etc. B  How many computers does my store have on rent?  How many more computers could I rent if the computer rack was in standard condition?</p><p>39 Willingness to Clean Product Need to know: All team members must be willing to clean product and help keep our store in the best shape it can be. The profits affect us all. A  Is every product on my floor as clean as it can be? Would I buy it?  Is my back room so full I cannot get through it?</p><p>40 Service & Loaner Reports Need to know: How do I create a Service Ticket? What do I do with it? How can I check to see what is in service and how long it has been there? Pull Loaner report, what loaners do not have a Service issue attached and why. What is average for my store? When should I do a swap out instead of a loaner? How do I type up a loaner? How do I C do a swap out? What do I look for before doing a swap out?  Did my customer get his original product back within a week or two?</p><p> Is my customer about to pay off his product while he still has a loaner in his home? 41 Service Returns Back to Need to know: Customers What is your store’s routine? The day it returns from HO, take it out of service, tag the product for identification, and call the customer to set up re-delivery.</p><p>C  Did I keep trying to contact the customer to schedule redelivery?</p><p> How long has a product on rent been back from service in my back room right now?</p><p>42 Product Trouble Shooting Need to know: The more you know about our products, the more valuable you are to our customer service. Learn how to answer simple service questions without passing the buck.</p><p>C  “All she needed was fresh batteries for her remote!”</p><p> I had her TV sent to service and gave her a loaner. Then discovered all she needed was a fresh battery for her remote!”</p><p>SOLICITATION Notes PROGRAM 43 Mailing According to Need to know: Standard How to use the Solicitation book. What letters do I send, and who do I send them to? How do I enter references, and when?</p><p>A  How many customers did I gain or regain this week?</p><p> How can I make my letters more interesting/appealing?</p><p>44 Outbound Telemarketing Need to know: Daily No less than 25 outbound calls per day. Set aside 30 minutes a day to go to the back and do these. How do I pull up a call list? How do I log my calls? (personal touch in letters).</p><p>A  Am I making 25 contacts each day?</p><p> Did I call through 25 numbers and talk to only 2 people?</p><p>45 Input References Need to know: Daily. How do I enter this data on High Touch? Why do need to do this? A  Is my customer base growing?  What is keeping us from getting these references entered?</p><p>ADMINISTRATIVE Notes SUPPORT 46 Proper Time Keeping Need to know: How to clock in and out. How and when to sign off time sheets. Signing the timesheet. How to enter trainings and holidays.</p><p>A  No one has to guess at the hours I’ve worked this week/day.</p><p> How come my paycheck is 8 hours short? 47 Leave Forms Need to know: Take responsibility to fill out and turn in a Leave form anytime you do not work your normal schedule. B  Did I put individual dates for my days off, or just put 4/25-4/27?  Give amount of time missed, not what time you came in or left. “15 min. late” V’S “arrived at 10:15” or “left 2 hours “ V’S “left at 3:00”</p><p>48 Open / Close Need to know: Know opening procedures. (Drawers have change, floor is swept, coffee is made, etc.) Know how to close out the day on High Touch. </p><p>C  No product is left outside, the alarm is set, and the bank deposit is made nightly.</p><p> The drawer is short every time I close, and I don’t know why.</p><p>49 Documentation & Need to know: Communication Communicate all customer needs to other employees who need to know. Our right hand must always know A what our left hand is doing. 50 Team Meeting Involvement Need to know: This is a time set aside to plan our upcoming week. Disagreements and complaints are to be handled another time and place. A</p><p>ATTENDANCE CHECK Notes 51 Absent Days 52 Tardy Days</p>