What do the letters ESQi stand for?
Enterprise Service Quality Index
What is our customer service motto?
Never overpromise, always over deliver
List the steps to the Cycle of Service?
a. phone call
b. pick up
c. branch arrival
d. rental contract
e. to the car
f. callback/switchouts
g. return of the car
h. invitation to return
i. completely satisfied customer
What is the main goal in providing customer service?
To ensure repeat business
Name the five most critical areas in customer service
1. courtesy
2. clean car
3. well maintained car
4. efficient service
5. concern for customer and their needs
You pick up a customer who is late for appointment. He wants a dirty car. What do you do?
Ask the customer to wait inside and assure the customer it will take about 10-15 minutes while you service the car.
You want the customer to make sure you are renting a car that is completely ready
What are the four points, in order, of our mission statement?
a. customer service
b. employee development and retention
c. fleet growth
d. profitability
When the customer
wins
..
WE
win
Take care of our
customers
and
employees
first..
..and the
success
and
profits
will follow.
-
Jack Taylor
An MT has authority to write off a customer dispute. What account is is written off to?
The dispute is written off to 0531, customer satisfaction.
What is the description?
The description is the actual reason for the write off.
What aspect of our service is most important to a repair shop?
Repair shop is concerned with excellent service.
They value our pick up service and our efficiency.
What steps should you take to prepare for a sales/marketing call?
1. Create an outline of product knowledge
2. Competitive knowledge of the sales process
Do we talk negatively about our competition?
No, we are a professional company.
List 8 selling points that you would use when call on an adjuster/agent
1. $9.99 WES
2. 18-20 yr old rentals
3. ARMS
4. ESQi/customer service
5. Over 40 make/models
6. Various locations
7. 48 hour theft waiver
8. 24 hour call service
List the 4 steps to the sales process and the importance of each.
a.
Sales introduction
- to establish a comfortable relationship with the customer and take control of the sales process
b.
Fact finding
- process of asking questions of the customer and take control of the sales process
c.
Presentation
- salesperson prese
What does PDM stand for?
Performance development meeting
What are the benefits of the PDM process?
- involves employees with our marketing efforts
- builds accountability while training employees and tracking your progress in the market
Why is sales such an important skill to develop for your career at Enterprise?
- it shows your ability to sell
- it proves you have quality customer service skills
What qualifies to pass a telephone shop call?
- determine reason for renting
- look up appropriate rates
- ask the customer "would you like me to make a reservation?"
- if nots, sell the benefits of enterprise (location, pick up service, quality of vehicles and service, beat competitor rates)
What is ONRAMP Concierge and what is a QR code used for?
gives rental customers access to a virtual travel guide and info about their rental vehicles make and model
List four ways you can meet an insurance adjustor
- rent them a car
- happy hour/take them to lunch
- callbacks
- body shop
What is the Enterprise difference?
- employees
- empathy
- customer service
When a renter approaches your counter, what five things can you do to help build trust prior to the sale?
- smile. greet them at the door
- shake their hand
- introduce yourself
- explain the rental process
- listen to the customers wants/needs
What is the VIP telephone number and for whom is it used?
- 1-800-VIP-ERAC
- it is used for employees family members, and corporate accounts
Give 4 examples of violation of contract
- unauthorized driver
- fraud information
- towing
- leaving keys in the car
What do you do when you receive a customer request for a car equipped with hand controls?
- let customers know it will take 48 hours to equip the vehicle
- send car to EE for Mobility Plus to place hand controls on the controls
Give 4 examples of uninsured losses
- conversions
- lot damage/theft
- undocumented damage
- employee accidents
What is required in order to complete a priority pass?
valid info and telephone number
Why is it important to complete a priority pass?
allows insurance companies or body shops to send enterprise an authorization for a rental replacement using ARMS
Note your branch's criteria for leaving a vehicle to a customer who does not have a credit card as a security deposit
- valid DL with local address
- cannot rent above a full-size
- current utility bill that math the name and address on the DL with no past due balance
- two phone numbers
- complete a rental application - verify phone numbers and references
- minimum $350
Explain how DW is not insurance
its an
agreement that Enterprise will waiver a renter's financial obligations
towards damage/theft and take full responsibility of charges
What is the difference between DX and OX?
DX
- damage/theft while the vehicle is on rent
OX
- uninsured loss while the vehicle is not on rent
List at least six rules that must apply when renting to someone 18-20 years old?
- the rental must be for replacement only
- insurance must be verbally authorized - coverage must roll over to rental car
- we do not offer DW/PAI/SLP
- cannot be above a full-size
- renter must complete 18-20 application
- management must approve rental
What is the difference between a sales call and a service call?
sales call
- this is when we market to new businesses and try to gain their business
service call
- this is when we visit a current account to try to find way perform better, get feedback, and increase business
Name the conditions in which the conversion process starts
- customer refuses to return vehicle or pay
- unable to contact the renter
What are the steps that must be taken before having a conversion ticket pended?
notify area manager
What are the stipulations for renting a 15 passenger van?
- renter must secure the van with a major credit card
- vehicle cannot be used for school functions below college level
- renter must be 25
- sign van addendum
- vehicle cannot be driven in vicarious states
Liability insurance
coverage for damage to 3rd parties
Uninsured loss
loss that happens in a non-revenue producing state
Conversion
when vehicle is overdue by customer and they have no intention to return car
Fraud
intentional misrepresentation of facts by a renter
Collision insurance
coverage for damage to insured's vehicle
Comprehensive Insurance
covers damage resulting from theft, fire, vandalism, acts of intentions to return car
Subrogation
collection of money owed to ERAC, from 3rd parties for damage
Underwriting
controlling losses and assessing risk
Negligent Entrustment
arises when you permit a driver to use a vehicle knowing, or having reason to know, that the use of a vehicle by the driver creates a risk of harm to others
Why is it important to write 30 day contracts?
- preventative maintenance
- insurance/DL are valid
What is the business mix (RIBDOC) at your branch?
- retail
- insurance
- body shop
- dealership
- other
-corporate
How can you look up the number of vehicles at your branch that needs a LOFR?
in 1.0, you use option 14-5 and check maintenance pending
What does LOFR stand for?
Lube, Oil, Filter, Tire Rotation and visual inspection of brakes
What does ESC stand for?
Employee Sales Comparison
Where do you find the ESC report?
start up page on report web
What are the steps to find additional revenue sales?
additional revenue is found on the ESC from the branch on report web
What are the qualifications for the Champions Dinner?
be in the top 10% for 3 months straight for exceptional sales
What is BOSS?
Branch Outside Sales System
- used for account maintenance
How do you enter a sales/ service call into BOSS?
enter sales/service call in BOSS through the start up page under account maintenance
What is the BOSS marketing grid used for?
to see how active we are with accounts and to see which accounts are new
List 4 branch specific revenue driven numbers located on the branch's BMI?
- income per car
- package sales
- retail rate
- insurance DW
How do we track 30 day contracts?
- 15 days report in 1.0
- callbacks and rewrites in 2.0
What steps do you take to identify unreported units on EOM's Option 3?
- check your lot and local body shops
- check the vehicle history and call the last renter
- check double rents
What is the purpose of unit of books?
allows us to see fleet size, utilization, and units on rent. helps with loss control
What is the purpose of month to date rate summary?
shows average rate for all vehicle and rental types. allows up to see sell up ability
What is the purpose of days earned?
number of revenue days per car in a month
What is the purpose of tickets opened over 30 days?
monitor possible bad debt and to rewrite contracts
What is an A/R list?
list of our account receivable
- shows all unmatched credits and debits
When is an A/R list generated?
on the 5th day of the month
When closing a ticket and receipting cash, you realized you entered the wrong dollar amount. How do you correct the mistake?
use option 15, line adjustment in 1.0
How often should deposits be made?
every day or every $400
What do we do with keys to vehicles that are not on rent and money from the cash box upon closing the branch?
put them in the safe
How often do we balance the run?
3 times a day (open, mid-day, closing)
What steps do we take if a vehicle goes unaccounted for?
go to unit service and check the history and make area manager aware if we still can't find it
Is there any reason a ticket would not be closed or pended if a vehicle is dropped at an account or the branch?
no, only exception is if the keys are dropped in drop box without knowledge
When can a customer expect to receive his/her refund check on a cash rental?
7 to 10 business days after the close of the contract
What do you use to properly dispose of a customer's information or company documents. Why?
office shredder to protect the customers privacy and help avoid identity theft
What month does ERAC's fiscal year start? (month and date)
August 1st
When balancing the cash box, there is an overage of $30. Prioritize and explain the steps that you would take to find this mistake.
- recount all cash/checks
- make sure all transactions were receipted correctly and no envelopes were missing
Label each of the following accounts and explain why and when they could be used
1480 - C&I, time and mileage income
0590 - bad debt
0531 - customer satisfaction
3163 - state sales tax
2263 - insurance account receivables
1482 - CDW/PAI
1486 - SLP
1488 - fuel collection
Which is the least expensive form of payment you may receive from a customer and why?
cash because there is no referral fee
List 5 benefits of providing a clean, well-maintained car
ESQi - customer satisfaction
Customer is more likely to take better care of car
Vehicle adjustment is higher
Service/maintenance costs will be lower
Risk" car
a car that Enterprise buys outright
Buyback" car
an agreement between the seller and Enterprise that they will buy for the car back from us a a particular date or mileage
What are the criteria for a clean and "ready to rent" car?
outside of vehicle cleaned
interior cleaned
all trash removed
LOFR
up to date stickers
no damage
fluids filled
no tire pressure lights
jack and spare in trunk
fuel at 1/4 tank
What fur maintenance items should be checked prior to every rental?
LOFR
fluids filled
air pressure in tires
jack and spare
When does a converted car come off the book?
30 days from the date of the conversion at the depreciated value
You are picking up a car that had bodywork repairs. List the four items to check when judging the repairs.
- overspray
- parts aligned
- color match
- damage fixed/no new damage
What i the lowest tread depth tires are legally allowed to be rented to our customers?
one inch
What is the formula for income per car?
(average daily rate)(days in month)(days earned %)
What was the income per car at your branch last month?
...
Define direct costs
any cost associated with the operation of the business
List direct costs
- vehicles
- depreciation
- LOFRS and maintenance
- tires
- fuel
- personnel
List 5 ways to maximize revenue
- run tight
- sell protection
- sell up/max your rate
- charge additional driver/underage fees
- sell other products
What are the five most effective ways to increase days earned?
- pull deletes
- share cars
- call no shows
- increase reservations - answer the phone
- work shop cars
List 3 reasons why should a renter purchase protection?
- won't have to file an insurance claim - premium won't go up
- no deductible to pay
- worry free/peace of mind driving
List 4 controlled costs and the per car expectation for each.
- bad debt - $5 per car
- fuel break even (anything positive)
- personnel contingent upon specific branch
- uninsured losses - $6 per car
What account is charged for an unrecovered conversion?
uninsured loss account
3 conditions that apply to a NatRes fleet management company rental
- booked through VIP line
- valid DL
- 21 years old
How do you book a family rental?
- myehtrip.com
- call employee rental 800-847-3722
If a customer from another group breaks down in your area, what procedure must be followed?
get them switched out into another vehicle or something similar and shop the car
Name the key piece of information that you should obtain from a service center or dealer who has opted to pay for a customer's rental car
RO/PO
What should you do if a customer calls with a rate from a competitor that is one dollar lower than Enterprise?
offer to match or beat the rate while also offering our services and vehicles
What are the guidelines for an employee to rent the car?
- booked through VIP line
- drivers 21 years old
- must take $7.50 DW
- manager must write ticket
- rental cannot be longer than 14 days
- employee received standard daily rate
- 55% off in home city and 45% off at airport
Name the steps you would take to handle a credit card that cannot be swiped
- call in authorization
- make a carbon copy of the card for the customer to sign
- manually init the info into 2.0
Explain our group A/R plan and the role you have in the collection process
- the owning branch of A/R if its that account
- that branch is responsible for collecting for you
Explain the different types of A/R items that can affect your bad debt and time frame to collect them
- anything related to adjustments/write offs
- anything in bold
How is an A/R adjustment made in RFS? What reasons should this be necessary?
- AR adjustment is made by going to RFS
- AR inquiry search
- Converted Credited USA
- Overages/disputes
3 ways to find employee referrals
- friends
- family members
- previous co-workers
How much and when do you get paid on an employee referral bonus?
$300 to 30 days and $700 after the referral has worked for 120 days
List the 8 core values of Enterprise Rent-A-Car?
-
O
ur doors are always open
-
P
ersonal integrity and honesty is the foundation for our success
-
C
ustomer service is our way of life
-
E
nterprise is a fun and friendly workplace where teamwork rules
-
W
e work hard and we reward hard work
-
W
e streng
What is the Enterprise Foundation?
supports charities/organizations tat employees are involved in
What are the to types of alcoholic drinks that are permitted to be ordered when attending a company-sponsored function?
beer
wine
Who is responsible for reporting discrimination or harassment?
everyone
What do you do when you someone doing something unethical?
report it to the business ethics committee
What is the purpose of the Business ethics Committee?
handles all ethical issues or actions that could damage our brand name
List 4 benefits of purchasing a car from Enterprise
- vehicle history/authoriation
- 12 month/12,000 miles warranty
- 7 day buyback policy
- no haggle pricing
What is the referral bonus plan for the following?
______ for your first car sale
______ for you sales thereafter
250
150
What are the three phrases used to refer your customer to car sales?
- Did you know that Enterprise sells cars?
- Are you in the market for a vehicle?
- Our car sales department is excellent; may i forward their information so they can contact you?
3 benefits of corporate accounts for your branch
- increased days earned
- produces repeat customers/business
- increase income
Minimum qualifications for a corporate account
- name
- business address
- telephone number
- email
- minimum 3 rentals in a month
What is the emerald club and explain the benefits
- national E plus account and a way to put your card on file
- bypass the counter
- car selection
How do you find a lead and how would you submit?
asking everyone if they would like to use their corporate account
List 5 benefits of the business rental program
- fixed rates/personal issues
- package included discounts
- delivery option
- upgrades/start charges later
- information saved on file
- priority of rental/guarantee
A renter calls to inform you the rental car is missing for his/her driveway. What steps must a customer take at this point?
- customer must contact the police and file a report
You picked up a customer at the body shop and returned to your office. He does not have a drivers license. It's back at his office which is 30 mins away. What do you do?
- they must come in with the original set of keys to write a DX
A renter leaves a deposit on his credit card but when you go to extend the rental a week later, an additional authorization for the credit ext. is declined. What do you do?
drive them to the DMV if close, or have a coworker take the DL to the closest ERAC for verification and to fax a copy to your office
Essay
What is your definition of the Big Picture at Enterprise?
- everything we do at ERAC is about satisfying our customer and turning them into life long patrons
- ERAC is a company founded on the belief of exceptional customer service
- its the core of the business, and needs to be reflected in every customer exper
Essay
Discuss the attributes of a great leader. Which of these characteristics do you feel you possess?
- someone who can inspire, motivate, and lead a ten day in and out
Essay
What are some new tasks you would like to perform at your branch? How will you convince your manager to allow you to begin performing these tasks?
- callback and taking on more responsibility in general
- ex. learning to run fleet and going on more marketing and sales calls
- express interest and show my manage that i take care of my current responsibilities very well and i am ready to venture into
List several important Enterprise Policies regarding employee driving and safety
- seat belts are required for everyone in the car
- do not talk on cell phones while driving
- don't eat, drink, or do anything distracting while driving