1. Has an interest in Black Belt Training but customer enrolls in Basic Training.
When a staff member senses that someone has an interest in Black Belt Training but enrolls in Basic Training instead, the staff member can offer to apply the basic down payment or pre-pay price towards the Black Belt Training program price if they upgrade within the first 30 days of enrollment. This provides the customer with a financial incentive to upgrade early.
The staff member should schedule a follow-up within the next three weeks to contact the customer and encourage them to upgrade, highlighting the applied credit as a benefit.
2. During enrollment procedures, customers who have chosen to be billed monthly will be given two billing date options, after the date of enrollment, as choices for their first monthly payment. If the customer cannot pay within that timeframe:
Offer the customer the next two billing date options. If neither works, keep suggesting options until you find a date that fits. The first payment date can be set more than 3 weeks from the enrollment date.
Note: Aim for the first payment to be soon after they enroll, but don’t let minor scheduling details prevent the sale.
3. The customer is moving during the term of their contract and is using this as a reason to avoid enrolling.
Encourage them to sign up for monthly payments. To void the contract, they only need to provide proof of their move to a location at least 25 miles from any Cosens location. This can be a lease, utility bill, or other documentation. They also qualify if they can provide their military duty start date with paperwork. We cannot legally enforce the contract in these situations.
4. The customer is hesitant to enroll because they’ll be away for a period and don’t want to pay for time they won’t use.
We explain to students that we generally don’t allow freezes for things like travel or illness. However, if they tell us about their planned absence before they enroll, we can make an exception. We’ll add a note to their enrollment form with the absence dates, and both they and the staff member will sign it. This is only allowed once, and they can’t request more freezes later.
Processing Instructions:
Pre-Pay Program:
- Simply extend the program length. For example, if a student will be gone for a month during a six-month program, extend their program to seven months in the system and make a note of this in their file.
Monthly Option:
- For example, if the customer is gone two months out of a six-month basic training program, the customer will still pay six consecutive months. Under no circumstance do we pause monthly payments. The customer will be credited the time they missed after their monthly payments in the contract have been paid. In other words, months 7 and 8 will be free. The future program in the system will not be set to start until month 9.