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Chat spiel

OPENING SPIELS

Hi, thank you for contacting Rent-A-Center. This is Emz, How can I assist you today?

I see that you're interested in this item. Would you like to proceed with the purchase now?

I see that your order hasn't been placed yet. If you'd like, I can assist you with the entire process and help create your agreement.

Don't worry, you have the right person on the phone to assist you. One moment, please.

I'm here to help! May I know how I can assist you today?

Is there a particular item you're interested in? I'd be happy to assist you with placing your order now

After reviewing, it appears that In order to secure your account, we will need to complete the verification process at the store. Please let us know when you are available to visit.

Thank you! I will be sending you a link to proceed with the verification process.

PROBING QUESTIONS

Aside from this, is there anything else I can assist you with?

Upon checking, you’re already verified. However, this item is a special order, which means you’ll need to visit the store to proceed. No worries I’ll go ahead and schedule a follow-up text from the store for Monday between 10:00 AM and 6:00 PM so they can complete your order.

I completely understand. However, upon checking, we need to verify some of your information before we can proceed with the agreement. Since you're unable to complete it right now, I’ll go ahead and schedule a follow-up text from the store for tomorrow between 10:00 AM and 6:00 PM so we can finalize your order. Does that work for you?

Do you have a specific item in mind?

Is there a particular item you're interested in? I'd be happy to assist you with placing your order now

Looks like you might’ve gotten busy no worries at all, I’ll go ahead and schedule a follow up text for Monday between 10:00 AM and 6:00 PM at the store so we can complete your order.

If we don’t hear back from you during our conversation, I’ll go ahead and schedule a follow up text for tomorrow between 10:00 AM and 6:00 PM at the store so we can complete your order. Does that work for you? I’m here to help get you started on your next big purchase

KNOWLEDGEMENT

I understand. No worries feel free to contact us anytime.

Don't worry, you're in great hands. Let me take a moment to find the best option for you

I’m really sorry for the inconvenience. Upon checking, it appears the item you're looking for is unavailable at your preferred store. I'll transfer you to store where they can assist in finding it for you.

I truly understand how difficult and challenging that can be for you.

I'm sorry to hear that. Let me see what I can do to help you.

I realize that (insert problem) situation is difficult, but let's try and find a solution.

Thank you for contacting us about your recent experience. We sincerely apologize for the inconvenience you've faced and appreciate you bringing this to our attention. Let me go ahead and help with this matter.

Thank you for sharing your concerns with us. I understand that this situation has been challenging for you, and I'm committed to finding a solution that addresses your needs.

CLOSING SPIELS

Thank you so much for contacting us today, I’m closing this chat for now, but don’t hesitate to reach out if you need any help in the future. Thanks again for choosing Rent-A-Center your trusted partner for all your needs. This is Emz Have a fantastic day.

It looks like you got busy no worries! I’ll close this for now and schedule a follow-up text from the store tomorrow between 10:00 AM and 6:00 PM to complete your order. If you need help sooner, feel free to contact your local store during business hours (10:00 AM–6:00 PM, Monday–Saturday). Thanks for reaching out to Rent-A-Center. This is Emz Have a great day!

Looks like you might’ve gotten busy no worries at all! We’re here whenever you’re ready to text us back. For now, I’ll go ahead and close this conversation. If you need help sooner, feel free to reach out to your local store directly during business hours (10:00 AM–6:00 PM, Monday to Saturday) Thanks for reaching out to Rent-A-Center. This is Emz Have a great day!

It looks like you got busy! No worries I’ll close this for now and schedule a follow-up text from the store tomorrow between 10:00 AM and 6:00 PM to confirm your order details. If you need help sooner, feel free to contact your local store during business hours (10:00 AM–6:00 PM, Monday–Saturday). Congratulations again on your new rental, and thanks for choosing Rent-A-Center!

Congratulations, [Customer Name], on your new rental. I’m closing this chat for now, but don’t hesitate to reach out if you need any help in the future. Thanks again for choosing Rent-A-Center—your trusted partner for all your needs. This is Anna. Have a fantastic day.

Congratulations, [Customer Name], on your new rental! Here is your agreement number. The store will contact you to provide the time and date of your order.

PAYMENT LINK

To keep things easy and secure, here’s your personalized payment link: [insert link]. Just click it to complete your payment, and we’ll take care of the rest!

PAYMENT SCHEDULE OPTION

We’ve got flexible payment options to fit your lifestyle—weekly, bi-weekly, semi-monthly, or monthly. Which schedule works best for you? I’m here to make things as easy and convenient as possible for you.

I just want to set the proper expectation: your weekly payment is $22.99 excluding tax for 69 terms, and the next due date will be on August 2, 2025. and by applying the the promotion you only need to pay the initial $10 to secure your order today Let’s go ahead and proceed with the agreement.

I just want to set the proper expectations: your bi-weekly payment is $39.98, excluding tax, for 31 terms. The next due date will be November 8, 2025. Plus, with the promotion applied, you won’t need to make any initial payment for this order. Let’s go ahead and proceed with the agreement.

Great! Thank you I've sent the DocuSign for your rental agreement via email. Kindly review and sign it within 5 minutes, as it will expire after 24 hours. Please let me know once you're done. I’ve also sent you a payment link—please let me know once you've completed the payment.

Please let me know once you’ve finished signing the document.

PROMOTION

Exciting news! As one of our valued customers, you’re eligible for our [Promotion Name], which includes [promotion details]. Pretty great, right? Let’s go ahead and get you started on it today!

REFUND

Just a quick heads-up—if no action is taken on the product you selected within the next 7 days, we’ll go ahead and start processing your refund. It usually takes up to 10 business days to process, and depending on your bank, you could see the funds within 17 days. Does that timeline work for you? Let me know if you have any questions—I’m here to help!

APAY

Awesome! We offer a Auto Pay saves you time and money by skipping the $1.99 payment fee and helping you avoid late fees. Want me to enroll you today?

I completely understand if you're unsure about AutoPay, and that's okay. It's a secure and convenient way to avoid missed payments and keep your account in good standing. You’re still in control—can update or cancel anytime. If you decide, you can contact customer service anytime. No pressure!

BENEFIT PLUS

Our Benefits Plus plan offers account protection, healthcare savings, and entertainment discounts for just $3/week plus tax. Want to add it to your order?

LDW

Your agreement offers Liability Damage Waiver (LDW) coverage for 10% of your rental fee, protecting you against theft or damage. Would you like to add this protection to your order?

ONLINE PRODUCT ONLY

It looks like the item you’re interested in is available online only and isn’t currently in-store. You can still complete your purchase online, and we’ll ship it directly to you—delivery timing just depends on when the order is placed. If you’d rather pick something up sooner, I’d be happy to help you find a similar item that’s in stock at the store. Want me to send a few options your way? LEVEL 4 AND 5 PROFILE

Thanks for completing your profile verification! You’re almost there. To keep your account secure, we just need to schedule a quick in-store appointment to activate your agreement. No worries—we’ll make the process super easy and quick. What time works best for you to stop by?

DOCUSIGN

Hey! Just a quick reminder to take a look at the DocuSign agreement we sent over to your email. If you have any questions or need help with anything, I’m just a message away. Let’s get this wrapped up so everything goes smoothly for you—whenever you’re ready, we’re here.

APPOINTMENT/NO RESPONSE BACK UP

Just a few more steps and we’ll have everything ready to go! If I don’t hear back from you during our chat, I’ll go ahead and schedule an appointment for you tomorrow between 10:00 AM and 6:00 PM at the store, so we can wrap up your order. Does that time work for you? I’m here to make sure everything goes smoothly and help you get started on your next big purchase—exciting stuff!