RTOHQ: The Magazine, Summer 2018
RTO Triage Resource Pages Summer 2018 43 RTO TRIAGE Airway Staff 1 Is there a noticeable PULSE when you walk into the store 2 Do customers stay in the store for a few minutes after making a payment 3 Is the manager tenure with the store and your company higher than 3 years 4 Does your staff work hard to reach their store goals 5 Is your team urgent about customer issues service 6 Are they willing to make decisions on product switch out replacements 7 Is there respect for the other departments 8 Have they had a string of recent victories 9 Do they find a way to make things work new products 10 Do they find a way around obstacles weather vacations fairs 11 Is there a star on the delivery truck taking care of product and in customers homes 12 Does the delivery team work quickly but not in a hurry 13 Is there a star sales person 14 Is there a collections team that strives for customer retention 15 Are there problem solvers in each department 16 Do people walk fast and hustle from job to job 17 Is there a knowledge of how the store makes money 18 Do the team members know what role they play in that 19 Does the manager communicate well to the team 20 Is there a good understanding of the VALUE of product Breathing Sales 1 Are you renting 4 of your BOR AOR each week 2 Do you have a sales person that is driven and focused on how many rentals they get 3 Are you still renting laptops and phones 4 Have you replaced the loss of the above 2 products with something else 5 Are you growing your mattress business 6 Do you do special orders for customers from multiple vendors 7 Do you know what they are renting from your competition 8 Have you done something about it 9 Are your people good at closing the sale 10 Are they willing to negotiate 11 Do you have enough of what customers want 12 Are the store fixtures displays up to date and do they help sell the product 13 Are you explaining the referral program to all new and existing customers 14 Are the phone calls treated with the same urgency as the walk ins
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