Grill Enterprise
What is our group goal for bad debt?
$5/car
You just acquired a new branch. The number of days earned last year was 170. The number of days earned now is 175. What is your days earned growth at? What's GP 21 goal? How May cars do you need to achieve the goal?
(CY-PY)/PY = DEG. 2.9% 5% is the goal 178.5 so 179
Give 4 ways to avoid one?
- Get another form of payment if card declines. Do not run same card -rewrites every 30 days -do not charge card more than 5 days after return -do not charge small amounts multiple times in a car
What is the review process?
- Manager writes review - Manager's manager reviews and approves the review - Manager conducts review meeting then sends review to employee in Workday - Employee enters their comments, sends back to manager - Manager submits review completion
How does a 21-24 year old retail renter qualify to rent using a debit card?
- Must have VA License or surrounding state -follow requirements for 25+ -can travel everywhere in US- no Canada -must run customer through verification -must qualify
What is ARMS Dealership?
- Program that service lane can utilize to set up reservations, manage rentals electronically, print invoices and utilize reporting to keep track of rentals
What are the group's nonnegotiables for customer service
-100% clean car pledge -100% S/F log, 3 critical questions -Morning huddle/ Counter Management Plan
what are the GP 21 non-negotiables for employee development?
-100% on time reviews -100% monthly one on ones -know the score
What types/sizes of units does that truck division rent?
-3/4 ton trucks - 3/4 ton extended wheel base cargo vans 15ft, 16ft, 24ft, 26ft 24 flatbeds, 24ft stakebeds
Give an example of when sales Tex does not need to be charged.
-A VA state organization or the federal government where ERAC has a signed tax exempt certificate - A dealership is paying the full cost of the rental for warranty work. Erac has tax exempt certificate from the dealer
Who should you have a new candidate shadow during the interview process? Why?
-ABRM or Top Performer -It gives more insight into the candidate and involves our employees in the hiring process
Give 3 example of how you can reduce energy or water usage at your branch?
-Always keep office doors / bay doors closed -turning the water off when not in use -cutting lights off when your not in there
Name 5 benefits of the Business Rental Program
-Award winning customer service -Guaranteed rates saves the company money -EHI direct reservation links -able to customize account representative able to give volume incentives and saves company money -number of locations -Implementation support -online booking that helps saves time
What are 3 values that enterprise provides for our insurance partners?
-Best in class people -technology -low overall cost
What segments of business does the Insurance Replacement support and service?
-Bodyshops -Dealerships -Insurance Company
Name 5 ways you can generate new business for your branch
-Branch leads -Advertising -Cold calls -Employee family and friends -calling accounts for referrals -Work inactive accounts
What are 2 benefits of E plus to ERAC?
-Brand Loyalty -Emails entice customers to come in -Fleet Growth
What are two things a BRM can do to growth their corporate business?
-Call inactive accounts -Market - make appoints ahead of time with a clear purpose
You just received an excellent service at a shoe store. In addition, they sold you up into a pair of Brooks running shoes and insoles. What are the points you would bring up with the potential candidates?
-Compliment the rep on their service -Ask if they are seeking out career opportunities -Tell them why you feel like they would be a great candidate -share your story and why enterprise -encourage them to apply -Provide your business card and follow up
A service manager calls you from a GM dealership saying he can't pay you for an invoice because Ford Vin is on the rental ticket and not a GM. He asks you to change the vin so he can pay you? What do you do? He then ask to talk to your manager send him a new invoice with a GM vin on it. What do you? If this was a repeated issue and nothing was done, who would you bring it up to?
-Do not change contract information, inform him we will write off balance -Discuss with your Area Manager -Mention it to the business ethics committee
What are the (3) main reasons we rotate our tires at each oil change?
-Even tire wear -To complete a brake inspection -Inspect tires for damage/wear
What are five benefits of the emerald club?
-Free days rental reward -cc on file -guaranteed reservation rates -reward points while renting either brand -ability to chose from any emerald aisle -counter bypass
What does a customer wanting to join E plus have to do before they can start earning points?
-Go online, activate membership, and create an account -rent an enterprise brand and pay rate and miles for a day
What is the three step procedure for our vehicle when a customer makes an allegation that our vehicle was faulty and caused an accident or injury (vehicle defect claim)?
-Ground car immediately -call risk manager/ VR manager to notify them -wait for instructions from vehicle repair of where where to move vehicles
Name 4 ways you can engage the core personnel on your team?
-Include in branch events/meetings -Reward for exceeding performance expectations -Empower them to have ownership in their workspace -Hold monthly one on one with them
What are 3 advantage of being Rental Management team at an insurance company or having a rental management team that service an insurance company?
-Increase adjuster satisfaction -Limit phone call for adjusters -Limit phone calls for adjusters -Bill to assistance -Accounts Receivable Assistance
A friend of yours ask you to make a reservation for him to rent a car he ask you to use you family discount so he can get a better rate. What should you do?
-Inform him that you cannot as this would be considered stealing but you are happy to make it under the friends discount -Ensure that when your friend comes to rent the car that another employee open and closes the ticket -mention it to your manager that you made the reservation and your friend is renting
You notice an employee creating a reservation for a walk up customer who ask to rent large SUV. The reservation was made for a compact. What should you do?
-Inform you Manager of what you saw so they can investigate -Have manager contact business management to check continuous monitoring report to review for trends -mention it to the business ethics committee
When reviewing close pend tickets you notice that several tickets have huge customer sat write offs that are equal to cost of protection products s on the tickets. What should you do?
-Inform your Manager of what you have observed to have them investigate the reason -Have your Manger contact business management to check the customer satisfaction write offs to see if there is a pattern -mention it to business ethics committee
Your management assistance takes the branch gas card home one evening and you notice him placing it in the safe first thing in the morning. What should you do?
-Inform your manager of what you saw to make sure their wasn't a special circumstance of why the gas card wasn't in the safe - Have your manager contact Business Management to check activity on the gas card for the time frame in question -Mention it the Business Ethics committee
Why has ERAC focused on the insurance replacement marketplace?
-It is stable during varying economic conditions/consistent source of business/ we will always have -longer length rentals -low mileage
How do we protect our brand on a daily basis?
-Maintenance -LOFRs -Check tires -Not renting recalls -Proper procedures
Name 4 of the 8 Value Propositions that make up the Enterprise Car Sales Difference
-No haggle Pricing -Enterprise Certified -KBB trade in value for trade in -7 days repurchase agreement -Free 12 Month, 12000 mile warranty -Free enterprise Roadside Assistance
What are 3 ways we can control bad debt?
-Proper underwriting -daily callback completion -Work A/R
Name 1 best practice to help control each type of uninsured loss
-Proper walk around -safe driving -proper callbacks -proper underwriting -lot organization
What are the 6 core competencies we look for when interviewing candidates for the MT position?
-Sales Orientation -Leadership -Flexibility -Customer Service -Work Ethics -Communication
What are the 2 key differences that make enterprise car sales the best to buy a car in America?
-Saves time! -Saves money -higher quality! 100% of cars are enterprise certified and come with free warranty
How would you handle the following situation? Two employees are having a conversation, including comments of sexual nature. How do you proceed?
-Stop the conversation immediately -Talk with them one on one about the inappropriate subject matter, and that while every employee should have fun, unprofessional conversations do not belong in the work place. -Gain agreement that they understand this subject could be offensive to other employees or customers who may overhear. -Note the conversation in their significant event log. If the content was blatantly inappropriate, inform your HR manager; if you stopped the conversation while it was questionable but not blatant, documenting their files is sufficient.
Name two benefits of the enterprise 401(k) plan
-Tax deferred -Up to 3% company match
Name the main points of our Mission Statement?
-To be the best transportation provider in the world -Take care of our customers/Take care of our employees growth and profit will follow
Give 3 examples of what is not covered by the manufacturers warranty.
-Wear and tear items -Maintenance -Odometer over 36,000 -damage -customer abuse
When do you receive a customer alert? How do you receive it? How do you handle it?
-When a customer receives a sqi survey and would like to be contacted -Manger receives an email -Follow up. See if SF matches send to area manger
Role play a retail phone reservation
-answer in 2 rings or less -transfer with *83
Name the 3 biggest things that affect the value of our cars
-condition -mileage -time of year sold
Name the four uninsured loss accounts as they they read on the statement?
-conversion & other -employee loss liability -undocumented damage -Employee physical damage
What are 2 selling points of ARMs Automotive to a bodyshop?
-fewer phone calls -rental return button -can provide repair status update to customer via text or email -can complete on their own time -improves customer service
What qualifications must a renter between the ages of 18-20 meet in order to rent a vehicle?
-full coverage transfers -management approval -can't sell DW or SLP -up to full-size only -must be a replacement with direct bill -18-20 application completed
A customer is very upset at her rental experience. As you are closing the rental, your ABRM tell you to change the phone number so they customer won't get a survey. What should you do?
-inform him that you cannot do that because it's cheating and we always want accurate feedback -Inform your manager/area manager of the incident so they can address the ABRM -Mention it to the Business Ethics Committee
Name four situations in which the groups faces unlimited exposure?
-negligent maintenance -negligent entrustment -employee accident -false arrest
Describe the 5 most impactful ways you can control collision and comprehensive reserves?
-utilize the expedited renter verification program -writing complete & accurate DX reports -Properly completing the rental contract, signature, and walk around -repair damaged cars in a timely manner -conducting proper & consistent walk around
Name our 8 Founding Values?
1) Our brand is the most valuable thing we own. 2) Personal honesty and integrity are the foundation to our success. 3) Customer Service is our way of life 4) Enterprise is a fun and friendly place where teamwork rules 5) We work hard and we reward hard work 6) Great things happen when we listen to our customers and to each other. 7) We strengthen our communities, one neighborhood at a time 8) Our doors are open
What are the 5 steps to interaction plan?
1.) RR 2.) warm greeting 3.) Build a relationship 4.) review features 5.) S/F log, Drop call
What are the 6 cultural compass points that make up the Founding Values?
1.) operations 2.) diversity and inclusion 3.) work place quality 4.) business practice 5.) public affairs and philanthropy 6.) environmental conservation
What are the top 3 factors in driving complete customer satisfaction?
1.) timeliness of transaction 2.) cleanliness of vehicle 3.) attitude of employee
At what rate do we depreciate our cars on a monthly basis?
1.7% per month
What percentage of the retail car are certified and inspected prior to sale?
100%
What defines a critical LOFR?
1000 miles overdue
What is our LOFR score goal?
15 or less
What percentage of market share does the commercial truck division currently have in VA?
15%
What percentage of our renters will buy a car in the next 12 months?
20%
How long has truck been in business?
23 years old
What are the ramifications if you fail to fill out the van addendum and there is a resulting liability?
25,000 to branch, 75,000 to group, unlimited to the compnay
What is the deadline for completing road maps?
25th of the month or earlier
What is basic warranty on all of our vehicles?
3 years or 36,000 miles
When is the converted vehicle removed from your books?
30 days from the date the demand letter is sent
When is the branch charged for the conversion vehicle?
30 days from the dates the demand letter is sent
What is the hour target for MT and MGMT?
46 MT & 48 MGMT
How long do you have to comply with a control equipped part?
48 hours
What is the expectation to ground a recall?
48 hours
After a vehicle that was reported stolen has been recovered, what is the minimum amount of time that you cannot re-rent it?
48 hours and not without Risk Management approval
What is GP 21 expectations per employee for the number car sales leads sent in each month?
5% of tickets written or greater
How many trucks branches exist now
500
When do reviews get initiated in workday? Who is responsible for writing the review?
60 days prior to the review being due. The direct manager at the time
When is it okay to rent a unit that requires mileage interval between services
7000 miles
What is our meal break target and who should take meal breaks?
75% / anyone who works a 5+ hour shift
What percentage of 1-3 year old vehicles in the market at local/ national dealerships are former rental vehicles?
80%
What is out ARQ% goal for GP21?
90%
What is the goal for red car contact in 20 or less?
90% and 100%
What is our group goal for renting percentage? What is your branch's current renting percentage?
90% and 75.5%
What is our group goal for rental ready? What is your branch current rental ready percent?
90% and 94.1%
When is it appropriate to back date a contract?
A contract was written last night by a service writer at a dealership with whom we have a concessionaire agreement. A customer dropped a car yesterday at a dealership. No one called to let us know until today. Re-writing an ARMS ticket on a fleet deal.
What is recall?
A manufacturer defect
What is the difference between risk and buyback?
A risk unit is purchase without a set resell price, so Enterprise has to the risk the worth. A Buyback is a unit that we purchased from a manufacturer and agreed to give it back at a set depreciation per month, and assume the risk of the resale value
What is the benefit of ARMS Automative Exchange?
AAX works with the shops estimates software to extract labor hours and cost automatically to insurance
What does ACE stand for and what is it?
Accelerated customer service Experience. It's is our purchasing platform where customers can input their information arrange financing look at bottom line numbers and sign all contracts. Eliminates the wait of a he finance and sales manager office.
What is the name of our Remarking Sales Manager and what is their role?
Adam Van de Kraats - responsible for training and developing an outside sales team whose goal is to build strong business to business relationship with local franchise dealerships/ independent dealers and wholesaler in order to maximize sales volume and sales price
After a review is complete, what step should a manager complete in Workday?
Add goals for the new year
Why is important to know what ADAS is?
Advanced driver assistance systems
What is ADAS stand for?
Advanced driver- assistance systems
What should you do if a customer needs to rent a car due to an accident but does not have rental reimbursement on their policy? How long should we extend these rates to the customer?
Ask for the insurance and claim information. Extend insurance rates for the customer during rental as long as there claim is active. No limit expect for a total loss
At what tread measurement should tires be replaced?
At or below 4/32nds of inch
When does group fiscal year start and end?
August 1 - July 31
What is ARMS and what are 3 applications we offer to our replacement business partners?
Automated Rental Management System. Insurance, Bodyshop, and Dealership
What are 3 things that rental readying your customer will provide for the branch?
Better customer service Quicker transaction More time to sell, less stressful for employees
Explain how a rental becomes a conversion?
Branch has lost control of rental (no return calls/no contract, does not come in rewrite, behind on charges and will not return)
Pick 3 compass points and describe why each is important to enterprise
Business Practices Diversity and Inclusion Work place quality
What are 5 accounts you OWN?
Busters, Newbills, Epps, Thomas Brothers, Ronnies
How does an employee enroll?
Call Fidelity or enroll online at 401K.com
Give me 3 different times that you can find the opportunity to have a conversation with your customer about the Car Sales division?
Checking the customer in, during the walk around, when the customer returns, callbacks when total loss
How do you put a work order request in?
Click the traffic cone on the desktop
What is the name of the committee that handles ethical issues and concerns
Compliance and Ethics Committee
What is the EAP/guidance resources program and what is it used for?
Confidential counseling/crisis hotline for employees and members of their household to use for personal and other issues. Work life situation, legal guidance, financial resources, and online support.
What is the process when a delete has been grounded and is ready to turn in?
Confirm units is in ready to rent condition, delete unit for systems and see cure keys to ensure no movement of vehicle until drivers come to retrieve it
Explain and provide examples of the C.A.R sales process.
Connect: build and developing a relationship with your business partner that leaves a positive lasting impression Ask: ask fact finding questions to identify concerns Relay: relay insightful solutions to business partner
What industries rent trucks?
Construction, Delivery, Military, Events
Who should lead morning and midday huddles?
Counter manager
What are the 4 core areas of business?
Customer Service - 83 Profitability - reduction in break even Employee Development - 77%, 76%, 75% Growth - 5%
Why is tire condition so important?
Customer and employee safety
How does the PDM process impact each core area?
Customer service - Strength existing relationships Employee development and retention- develops the employee to become a more successful sales person Days earned % - allows us to capture more referrals Profitability- growth reduces break even
How does the counter manager impact each of these functions?
Customer service- give warm greetings Drive communication- direct the flow of traffic and leading morning huddles Drive revenue- sell ups. coaching on missed opportunities opportunities and
Give me an example of PII?
DL numbers SSN CC numbers Name with address, phone number, date of birth
How do you easily attain a goal of 15 or less?
DO NOT RENT LOFRs
What is the definition of an uninsured loss? Is there an exception?
Damage or loss of a vehicle while in a non revenue generating state. Exception is a conversion
While reviewing an employee timesheet, you notice that he/she failed to clock in and out for lunch, but you remember he or she leaving for lunch. What are the steps you should take to address this?
Discuss with the employee. If correction is needed ask employee to correct their time sheet. If employee can no longer correct manager make correct but send email with correction made to employee copying HR.
What are the three most important factors of the counter manager?
Drive Customer Service Drive Communication Drive revenue
What is ARMs web?
Easy to use free internet based platform where insurance companies can communicate with branches and bodyshops
What is the process for requesting and updating your tags?
Email your va coordinator and they will send them to you Click on vehicle registration select re-register and update
How do you handle an Emerald club customer that walks into an ERAC branch?
Emerald club memberships can be accepted at both brands. All renter information pre-populates along with credit card information if stored.
Explain the benefits of scheduling one on ones in advance
Employees can prepare questions/ concerns. Employee feels like a priority
What are the primary ways we seek our fleet
Enterprise car sales Auctions Independent dealers
What is the cost and how is it expenses to the branch?
Entire undamaged wholesale value of the vehicle hits the branches uninsured losses
What is rental ready and why is it important?
Eqsi - taking care of ticket prior to arrival improves customer service, can have an impact on profitability by rental readying the customer, growth by converting reservations to a rental and assist in preparation at the branch
What is the name of Vehicle Acquisition Manager and what is there role?
Everett Gallaway- handles forecasting, manages the order and distribution, mix of fleet, manages the logistics process that puts cars into our fleet
What is FBO business and how do you market to them?
FBO business is any business that flys private aviation. The top stake holders from major accounts typically use this. Branch and area manager is responsible for the relationship and should have a relationship with GM down to CSR. If you have an FBO your branch should have a monthly standing meeting should set a long with communication daily.
Commercial trucks will only went to corporate/commercial renters
False while the commercial truck, division, prioritize commercial segment, anyone can rent any vehicle on a retail basis
What do you do grounded recalls?
Follow VR direction provided for every recall released
When should your door locks/alarm codes be changed?
Following a significant event
How are groups recognized for winning the Jack Taylor award?
Gm given a plaque and 20,000 to spend on community programs of their choice
What is the expectation for Mandatory Manufacturer recalls? Add in legal ramifications/employee disciplinary action?
Ground car immediately, get recall completed, deactivate recall and rent. Do not rent if screen pops up due to liability reasons
Give an example of a maintenance cost that is spread to the group and one that will hit your branch directly.
Group spread: oil change/routine maintenance Branch directly: Blown engine, tire replacement due to negligence, unauthorized repairs over $50
What affects your LOFR score?
How many times unit was re-rented while a LOFR How many miles overdue % of Fleet that are LOFRs
What are the 3 critical questions and why are they important?
How was your overall rental experience? Is there anything that we could improve on? What can we make it up to you? They are important because it helps us get important feedback from customers when we show our customers that we want to correct the situation, which leaves a lasting impression.
Where should your safe be located and why?
I'm view of customer; preferably under the front and locked at all times. To ensure the safety of employees during remain the lobby
Give an example of how you have seen these values exemplified in either your branch, areas or group
I've seen these values exemplified
Why would you void a ticket? What is the proper procedure for voiding tickets?
If the customer never took possession of the rental. Document the reason in the callback notes ensure that there are no payments on file then void the ticket.
When do you contact an arms reservation?
Immediately (within the first 20 mins)
You find a credit card authorization form with a copy of driver license attached on front desk.
Inform your manager of what you have found as PII highly sensitive -check the office to ensure there are no other instances of improper storage of PII -Mention it to business ethics committee
What is ARMS Automotive?
Internet based system that allows body shops to update shop status electronically, create reservations and manage length of rental, and update on repair
What are the 4 steps of the outside sales process during a sales call and explain each?
Intro: handshake, business card, jelly bean Fact Find: ask questions about issues Presentation: sell on benefits to customer and explain ERAC difference Close: gain commitment & set follow up call
When remarketing spends money on lost keys, tires or mobile repair what does it affect?
Inventory adjustment, through direct costing
Why is Fleet Mix important
It dictates how we are able to meet customer needs and helps our profitability
What is the best way to send a "hot" lead (in market in the next 72 hours)?
It hit the easy button on an open ticket CSRF
What are the 20 points on our clean car pledge?
Key fob Steering column Steering wheel Seat belts Center console Door interior Door pockets Interior door handles Exterior door handles Seat pockets/ surfaces Areas between seats and console Arenas between seats and door jams Cup holders Instrument panel Accessory panel/touchscreen Rear view mirror Visor Dashboard/ vents Gear shift Truck release
What is negligent maintenance?
Knowingly renting a car without proper maintenance completed, causing a potential danger to the customer
What is negligent maintenance? What is our exposure?
Knowingly renting a unit that require service including a LOFR. Liability in these cases is limitless in case of a loss
How do you check to see if a claim has been repaired?
LDR. Look for a repair code
What's the groups expectations for expired tags?
Less than 3% of your fleet. Units should be grounded until new tags/plates arrive
What do you do if an employee brings an ethical concern to you but ask you not to say anything?
Let employee no obligations to report the concern through proper channels and follow up to ensure employee address/reported. If not, you must do it yourself.
Be able to explain how you would handle a damage waiver dispute
Listen to the customer and try to understand where the misunderstanding originated. Try to clear up any confusions and air on the side of the customer
Have MT log into RPM and tell you their current lofr score and unit # of their branch's most overdue vehicle.
Login and show
What is Flex E-rent?
Long term rental programs where the customer can keep a med truck 1-5 years
What is the goal of the Fleet Department?
Maintain a fleet that meets customer needs while also maximizing profitability.
What should you do if an employee is hurt at work?
Make sure the employee receives prompt medical care and contact HR to file a Workers Compensation claim.
What impact does making contact in 20 minutes have on our business?
Making contact timely improves customer service, can have an impact on profitability by rental readying the customer, growth by converting reservation to rental and assist in preparation at the branch
Who can can bring the bank deposit to the bank, who should not bring the deposit to the bank?
Management and service agents can not
Name the committee members?
Mark Chilcott Mike Bruce Andrea Mann Asya Pack Jeff VonRehder
Explain 48 hour theft waiver?
Most insurance companies will not pay for a rental vehicle for a stolen car until it has been missing for 48 hours, we will put customer into rental and waive the charges for the first 48 hours after the vehicle was reported stolen
What are the best practices to follow when deactivating a mandatory manufacturer recall in unit service
Must have dealer invoice before deactivating; enter vendor name and work order or invoice number into the comment section of USG
Give me an example when it would be ok to give anyone your gas code/update code/any password?
Never
When is it okay to park in a handicap stall
Never
When would you open, adjust and/or close your own employee rental or family member rental? Can an employee/ family rental opt use their own insurance instead of DW?
Never
What is the procedure to deactivate Recalls?
Never deactivate until the service is complete. Always have the paperwork in front of you to verify the service performed. Recall deactivation require the INV from the dealer to be deactivated.
What do you do if a vendor comes into the branch directly and tries to sell you products and or services?
Never purchase or sign any agreements. Always redirect these vendors to appropriate department head/area manager
When should the interior enterprise sign be turned off?
Never. The interior sign should remain lit at all times
How long can you lend a dealership ticket?
No longer 3 days
How long can you pend an insurance ticket?
No more than 7 days
What is a chargeback?
Occurs when a customer or bank disputes charge for the rental vehicle
Where do you find information on proper tire pressure?
On the sticker inside the driver door (ginger pillar)
Who has a code to the alarm system and is it unique?
Only management should have the code and everyone should have a unique code
What is the most important value that defined us and drives us?
Our brand is the most valuable thing we own
How does an employee at fault accidents affect your branch and city profit?
Our car First 2500 to branch Next 25000 to group Balance over 25000 corporate Liability First 5000 to branch Next 50,000 to group Over 50000 to corporate
What is our clean car pledge and why is it important?
Our promise to our customers that we are going to provide a clean, sanitized vehicle and implementing a 20 point car checklist that is done prior to every vehicle being rented
What are the GP 21 non-negotiables for growth?
Own your accounts Arms plan (90/90/90) *83
Give 3 examples of sale victories?
PPO/signed agreement Rate increase Increase referral volume
What number is used to establish the profit based percentage on your pay plan? How do you increase it?
Past 12 months total net profit, increase fleet, increase revenue, or decrease break even
Who are 3 major local competitors?
Penske, Ryder, Ideal Lease
What does PDM stand for?
Performance Development Meeting
What does PII stand for?
Personally Identifiable Information
Have 3 examples of payment situations. 2 will be chargebacks, 1 will not. Ask for each one if it's a chargeback and why. How can we avoid?
Phishing Manually enter CC Dip/swipe
What is the EH personal relationship policy?
Policy to ensure managers refrain from having personal relationship with their direct reports and/or employment of relatives
When inspecting tires, what 3 things are you looking for?
Pressure, tread depth, and for damage
A customer drops a car at the body shop Friday night, and you find damage on Monday morning when check in car. What do you do?
Prior to driving the damaged vehicle,show someone at the bodyshop -contact the customer -fill out a report ASAP -Take car to get repaired
Name 3 things that separate Enterprise Commercial truck from our competition?
Professionalism Well- maintained trucks Commercial focus Customized business solutions Free special
What are the three P's
Prompt Professional Prepared
Name at least 2 car sales employees in your current market?
Rebecca and Brice from Roanoke
What plans should you have in place at your branch to impact the above numbers?
Red car plan. Commitment to make contact in 20 mins. Good follow up plan. Red car captain
How does a proper vehicle inspection walk around positively affect loss per car?
Reduces disputes- customer agrees on the condition, holds customer accountable - consistency
What is the reservation process to get hand control equipped until a to a customer?
Refer customer to the appropriate number
What percentage of business is replacement?
Refer to BMI report or channel report
What is negligent entrustment
Releasing a vehicle to someone who is incompetent to operate a motor vehicle knowing you are renting without proper underwriting
Calculate Inventory Adjustment
Remaining Book Value - Sales Price =IA
Name 2 places that car sales obtain it's retail inventory from?
Remarking, Fleet, Auctions, customer trade ins
Is the conversion close pended or closed? When?
Rental is closed on the day the demand letter is sent
What should a manager do who wishes to have a personal relationship with direct report?
Report the relationship immediately to his/her manager so employees can be separated
Who is the Group Fleet Manager and what is their roll?
Ryan Trifari ; his role is to create and manage the general strategy and direction of our fleet as well as oversee the vehicle acquisition and remarketing departments
What is required to be onsite for every car wash chemical at your branch?
SDS. The branch should have an SDS for every car wash chemical they have onsite/use
Explain what the SOS process means
SOS is a method of training, an employee on any given task, the trainer shows the employee how to perform the task, observe the employee, doing the task and shaped their behavior through positive reinforcement
What is truck renal sales process?
Same as rental
What is our obligation to PII?
Secure it, lock it, shred it
What if the logistics team drivers hasn't picked up the delete in a couple days?
Send a follow up
What is the purpose of a morning and midday huddle?
Set the tone for success of every team member branch, energizes and motivate team to perform at peak level performance throughout the day recognize accomplishments, and discuss expectations
What do you do if an activated delete returns with damage on it?
Shop it immediately and let logistics know
What does SOS stand for?
Show Observe Shape
What's the importance of a detailed description in a work order request?
So that PDF can dispatch the correct vendor to get done quickly and make sure they bring the correct equipment
What are the 3 benefits to a customer enrolling in E-plus?
Speeds up reservation process Speeds up transaction times Free Earn rewards Discounts for members
Train me on collision/comp reserves: What type of losses impact them? How do we calculate reserves?
Surrogatable bad debt and DW Losses Reverses is based on a 12 month rolling average of losses plus 10%- affects branch OP. Loss per car is a one month snapshot
What should you do if a CEL is illuminated?
Take the unit to the service center or dealer (not lofr vendor)
The glass company who works on your vehicles has brought you a $50 certificate to your favorite red as a gift. What do you do?
Tell the vendor you can't accept gifts. If mailed or left it over 10.00 it needs to be raffled
Why are conversions handled this way?
The Branch is responsible for the underwriting, callbacks and management of the ticket, therefore absorbs the costs
What type of accounts does the commercial truck division target?
The Truck division primarily targets companies that have seasonal or project based needs. Consultative selling is a primary responsibility of truck rental employees.
What can you do to extend the life of your industrial vac?
The catch basin and filters should be routinely cleaned out. This will prevent the motor from burning out. Also you should replace the hoses and nozzles if they are damaged or cracked in any way.
How should a check received at the branch location be handled?
The check should be mailed to FedEx to 2199
What is the criteria for a Jack Taylor founding values?
The group that shown our founding values the best throughout the fiscal year
What is the criteria for a Chairman Award?
The group with the best performance across all business lines
What is inventory adjustment?
The money we make from selling our cars
What is renting percentage and why is it important?
The percentage of ARMS reservations that are converted to open rental ticket. It is important for esqi, growth, and profitability
How soon should a bank deposit be taken to the bank?
The same day you opened and closed the cash box
Explain scale point analysis
The scale point analysis is a breakdown of the 3 month SQI score. It determines what categories our customers fall and and where we need to improve
Renter returns vehicle and ABS light is illuminated on dashboard. Where should you take the vehicle?
This needs to go to the service center or the dealer
How do you measure Tqsi and Eqsi?
Three month rolling average
Where can you find additional information about the customers and it's disabilities act?
Tools on ERAC 2.0 or hib
What is the GP 21 Performance Philosophy?
Top 10 in the area so the eyes of world will see us so our people will be promoted
Why does enterprise commercial truck specifically target commercial business?
Trucks are set up with commercial specifications like dock high beds and left gates that aren't ideal for retail purposes The fluctuations of retail business Decreased liability exposure
Commercial truck division allows towing with their pick up trucks?
True
What are the criteria for the daily rental exceptional achievement award?
Tsqi above corporate average Days earned and net profit percent above corporate average
Explain the difference an uninsured loss and a reserve loss?
Uninsured loss- covers damage due a non revenue producing situation Reserve loss- covers damage due to a revenue producing situation
How do avoid mileage errors and duplicate LOFRs?
Units must be reviewed in unit services before they are sent to the vendor
How do we avoid mileage errors and duplicate LOFR?
Units must be reviewed in unit services before they are sent to the vendor
What discounted rates do agents and adjusters get for personal rentals in group and out of group? How do you set it up?
Use negotiated business use or personal use accounts for specific insurance company; set up in 2.0. *83
How do you ensure the van addendum is completed?
Use the Launchpad for the rental, if not fax it to risk management
How do VA policies differ from other states? How do we handle rate approvals and upgrades?
VA policies do not have a daily limit on their rental reimbursement coverage. Only a total policy limit. Offer car class authorized to the customer and other vehicle at customer expense. Cx needs to request approval for larger vehicles for what was authorized.
What is the group delete policy?
Vehicles need to be turned in within 48 hours of activation, free damage and in clean and ready to rent condition.
When is it not acceptable to keep a ticket pended?
When waiting for payment
You have received a phone call from a renter who just had an accident. When do you write up the DX?
Write up the DX on the phone and have them sign when they come in
Do we rent to people with disabilities?
Yes
Would it ever be appropriate to write a DX if the ERAC car was not damaged? Explain.
Yes - anytime there is a physical accident a claim must be recorded for liability purposes regardless if there is damage to ERAC car. Also if some claims injuries or a 3rd part is involved a DX must be general
Role play converting an arms reservation on the phone.
Yes mentality Book same day Max rate opportunity Overcome objection from facilitator
Does pending a ticket impact ESQi? How?
Yes, brings down because it takes longer contact the customer and gain feedback on their rental experience and can delay refunds and deposits
A husband calls you about charges on his wife's credit card from rental. How do you proceed?
You can only discuss a rental contract with the person who signed the contract
Who do you contact if your Launchpad, Terminal, Phones, or Chip n Pin is not working properly?
Your first call needs to be to the help desk. They have teams in place to strictly assist with these items. These support teams are part of corporate overhead and should be utilized.
What is the formula to calculate loss per car?
subro bad debt + other losses/fleet size
What is the potential cost to the group with unlimited liability?
unlimited exposure
