Agent support manual

Credit applications

Terms of credit

If a customer is approved for credit, payment must be made within 28 days of the purchase, otherwise interest applies as shown below.

Credit limits

Individual customers who present their Bushland Blooms card receive a maximum of $600 interest-free credit for four weeks from the purchase date. After four weeks, interest must be paid on the outstanding amount at a rate of 10% (lower than most major credit cards).

Businesses or companies who have passed a credit check receive $2000 interest-free credit for four weeks from the purchase date. After four weeks, interest must be paid on the outstanding amount at a rate of 10% (lower than most major credit cards).

Applying for credit

Procedures for dealing with credit applications vary between individual workplaces. At Bushland Blooms, when a customer is applying for a credit account, a complete credit check must be conducted.

The following steps must be taken by the agent.

1. Explain to the customer what a credit check is and why it is performed.

Mrs Jones, in order for me to process your application I have to perform a credit check. The information that you provide is confidential and is used for this purpose only.

2. Ask the customer whether they would like to complete the credit application over the phone or be sent a form.

Would you like to complete the credit application over the phone, or would you like me to send you a form, Mrs Jones?

If the customer asks to be sent a form, you need to obtain their fax number or address details and send the form to them by fax or mail.

3. Let them know what information you will require.

I will be asking you for information such as your residential address and driver's licence number.

This will prepare the customer if they need to find these pieces of information.

4. Ask the customer if they have enough time to answer the questions at that moment.

Is this a convenient time to ask a few questions or would you prefer to arrange another time to complete the credit application?

If the time is not convenient, you can arrange for them to call back or for you to call them at a pre-arranged time.

5. Ask the customer if they would like to proceed with the credit application.

Would you like to proceed with the credit application?

If they do, you can begin filling out the application for credit form.

You now need to ask the customer whether they are applying as an individual or on behalf of a business or company.

You can find Application for credit forms for individuals, or businesses and companies on the Intranet, under Forms.

In some instances, it may be more appropriate to send the form to the customer to enter details, rather than attempt processing over the phone. You can print a copy of a blank credit application form for this purpose.

Credit checks

Individual credit checks bullet point.

• A credit check cannot be performed on anyone under the age of 18. , bullet point.

• One person cannot apply on behalf of another. , bullet point.

• To perform a credit check on an individual customer with a Credit reference agency (CRA), the customer's permission is required. , bullet point.

• A credit application form must be completed and signed by the customer before the check proceeds. You can process the online form while the customer waits, then print it out and send it to the customer for their signature. Otherwise, send the customer a blank credit application form for them to enter their own details and signature. , bullet point.

• The customer will be notified of the results by a return phone call. , bullet point.

• If the applicant has been at their current address for less than three years, details of previous addresses are needed.

Company credit checks

Each company director must provide: bullet point.

• their address , bullet point.

• their telephone number.

The company's Australian Company Number (ACN) or Australian Business Number (ABN) must also be provided.

In most instances it will be more appropriate for these details to be obtained on a printed form through the mail rather than to attempt processing over the phone.

You can print a copy of a blank credit application form for this purpose.

Call centre agents at Bushland Blooms must read a declaration to the customer. The declaration can be found at the bottom of the Application for credit form. This declaration must be accepted by the customer before the credit check is able to proceed.

While carrying out a credit check, you should be familiar with Bushland Blooms policy on privacy (in this manual). You'll also find links to privacy related websites in Resources under Links, and information and links about legislation on the Bushland Blooms Intranet.

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