MQI STUDY GUIDE

Close Pended ticket

3 reasons: Direct Bill Ext Needed PO/RO Drop at another location Pended tickets should be worked daily and never go past 5 days. Customer will never receive 15/30/60 day payment letters if the ticket is not closed out and they will not receive their deposit. Pended tickets affect ESQI and Bad Debt

Working Account Receivables

AR list in RFS, each account is worked in Net 30 payments Goal is to let nothing go past 60 days No more than $10 per car aging at the beginning of each month

Credit/Debit Cards

All cards checked for fraud with fraud pen/fighter Must insert chip, no fallback swipes or entering in #s manually If card declines DO NOT ACCEPT CARD AGAIN Imprint machine is used if power is down and get verbal authorization from credit card company Black out everything except last 4 digits on card once we have it in the system

New Hires

All new hires begin on same day attending New Hire Orientation New Hires are placed at strategic branches to limit commute when possible New hires will remain at branch for first 6 months MT can move after 4 months to airport only

Cash Box

Always in safe locked away Only used by ABM, BRM, or ARM Money orders or funds must be reconciled with RFS cashbox

Customer contacts branch with flat tire

Are you okay? (seek medical attention if not okay) Ask questions to see how tire became flat Customer can call Roadside and have them install spare. (Purchased RAP then Roadside fee is covered) (Purchased DW then tire itself is covered) If customer feels comfortable they can change the tire themselves, or take it to one of our vendors for repair. The customer can also go to any National, Alamo, Enterprise to switchout and the branch makes it a priority! If the customer claims tire or vehicle was defective arrange for a switchout immediately. NEVER take responsibility but say someone from Risk Management will be in contact. Confirm location of vehicle and shop that will be used. Have shop halt repairs until Risk gives approval, key claim and contact risk.

Onboarding

Area manager - Contacts new hire and welcomes New Hire lunch within first 5 days Talent Acquisition - Schedule orientation, Training and 45 day interview Talent Development - Management Development, LaunchPad training, follow up in first 15 days BRM - Welcomes, provides clean desk area, invites to any events and conducts Getting to Know Me intro sheet and make sure new hire knows all dates of events

Employee Development

Area meeting once a month Ensure trainings are being completed Scheduled one on one meetings with BRM and ARM complete monthly PDM Create goals, SET and MQI prep, informal mentors

New customer finds firearm in rental and says its not theirs

Ask customer not to touch the firearm and if driving stop and lock and stay with the vehicle Replacement vehicle will be brought to the customer.

Injured on the Job

Assess the injury (if severe call 911) If not severe, pull C42 form and make copy or contact HR for approved list Choose a provider from C42 form Call HR and fill out the First Claims Report and submit within 24 hours Seek Treatment Return the signed form and any other paper work to HR Paperwork then goes to Sedgwick (third party workers comp provider)

Inclement Weather Plan

Be Safe Know your Regional inclement weather plan Know phone numbers of employees Have rock salt, broom, shovel, ice scrapers Arrive 30 min early to branch

C&I

C&I = ADR x number of Days in Month x DE%

Vehicle with firearm on rent to another customer

Call Area Manager and Risk Manager Area Manager will contact customer and advise that a firearm may have been left in the vehicle by a previous renter and will ask customer not to touch the item. If driving, stop the vehicle, ask customer to exit, lock and stay with the vehicle, advise that a replacement vehicle will be brought to them. Once vehicle is back in group possession, follow same firearm process steps

Money Orders

Can only be taken on back end of rental, take to bank by 2pm same day

Re-conditioning

Car is rental ready when sold (Clean, no maintenance lights on)

ESQI Plan

Close 100% clean every night, office and cars Meet every customer at the door with launchpad and give Enterprise Greeting Complete Just Written Call Log Carp/Confirm/Priority Pass 100% of customers Constant communication with Insurance Customers

Core Competencies

Communication Customer Service Ethics and Values Executing Flexibility Resilience Working with a team

Corporate Accounts

Contract is a set of negotiated rates based on customers yearly volume.

Commute provides what

Cost of the vehicle Maintenance Fuel Card All 4 Protections

Rewrites

Credit Card authorizations are only valid for 30 days Accurate miles on vehicle to see if it is sold or maintenance needed Inspect tires for safety reasons XZ rentals are the only blind rewrites can be completed but we speak with customer to get accurate miles and review the reservation attached and notes associated.

4 Core Areas

Customer Service Employee Development Fleet Growth Profitability

Customer still present with Firearm in the car

Customer is NOT allowed to retrieve firearm Advise customer that the matter has to be reported to law enforcement and they will handle the return of the item Then complete steps as normal

Disabled Renter

Customer must possess a valid government issued ID Branch must qualify disabled customer as a normal customer based on payment being used Disabled customer can add additional driver at no charge and who does not have to qualify so long additional driver has a valid drivers license. Contract should be written in disabled customers named and notated that disabled customer is not allowed to drive Notate heavily with details

Conversion

Customer owes money and cannot be reached by phone via callback process. Customer does not return car on time and misses set time to come in and pay balance owed DO NOT CONTINUE TO CHARGE CARD

Founding Values

Customer service is our way of life Our company is a fun and friendly place where teamwork rules We strengthen our communities one neighborhood at a time Personal honesty and integrity are the foundation of our success Our brand are the most valuable thing we own We work hard and we reward hard work Great things happen when we listen to our customers, and each other Our doors are open

Found a gun in the car

DO NOT TOUCH If safe, move the vehicle to a secure area on lot Lock the vehicle Secure the keys Contact Area Manager and Risk Manager Call local law enforcement and provide access to vehicle to collect firearm Obtain police report from police and submit E-Alert

BUSINESS MANAGMENT

Derrick

ABM - New ABM Orientation

Discuss regional expectations ABM modules End of month meetings with Regional management Monthly Evaluation completed by BRM, Reviews due appear in Workday 60 days in advance of review due date for ABM to complete

BRM - New BRM Orientation

Discuss regional expectations End of month meeting with regional management Bi weekly meeting with Area Manager BRM Workshop in St Louis Reviews due appear in Workday 60 days in advnace of review due date for BRM to complete All reviews must be signed and completed with SMART goals by 20th of each month

Uninsured Losses

Employee Losses, Employee Loss Liability, Conversion, Detectable Fraud and Undoc Damage

Triage

Employee positioning in the branch to help organize the flow customers and employee LaunchPad- messaging, task, Rental Ready, Leaderboard, Fleet

Complete Clean Pledge

Enterprise promise for best practices recommended by health authorities to ensure safety. Cars completely sanitized, most touched areas sanitized. Cleaned, sanitized, wiped down, vacuumed, deodorized

Business Ethics

Ethics Point is used to remain confidential when addressing all ethical issues (Additional outlet for employees beyond Ethics Committee) Report unethical behavior to management or Business Ethics committee or ethics hotline

Detectable Fraud

Fraudulent rental that occurs when an employee should have been able to detect the occurrence. Losses related hit uninsured losses

Undetectable Fraud

Fraudulent rental that occurs when an employee would not be able to detect the occurrence. Losses related hit reserves

Fleet Management

Full service fleet solution division Committed to providing solutions to companies that have between 20-300 vehicles in their fleet. Assemble a customized program for each business Leads are sent to Fleet Management with customers name, business name and phone number

Customer Service with Business Rental Cusotmers

Full tanks of gas pre written tickets emerald club info on file clean and maintained vehicle

Benefits of enterprise car sales

Haggle free buying Vehicle certification Trade ins and financing 7 day repurchase agreement 12 months/12000 mile warranty worry free ownership

Employee Development and Retention Plan

Hiring Onboarding Employee Development Accountability

Retail Customer that comes in every week. She rents every weekend. Today she has a compact SUV reservation. She is renting with a debit card and all we have is a Suburban. How do you handle this?

I would try to find a car as close to her reserved vehicle class as possible. Debit card customers are a bigger risk and should be in lesser expensive vehicles.

48 Hour Theft Waiver

If an insurance customer's car has been stolen, they have 48 hours to recover the stolen vehicle. If vehicle is found, renter nor insurance company is responsible for 2 rental days. Branch eats those days. if theft waiver is not on original reservation then Write off goes to 0535-Referral Commission (theft waiver in reason) then accounting will move it to 1480

Damaged Sold Cars

If not shopped and repaired, the vehicle will sit on branches books until repairs are done.

Handling Vehicle Thefts from Renter

If rented vehicle is stolen from renter 1 - Ask the Renter if they have the keys 2 - Ask the Renter if they have filed a police report 3 - Ask the Renter if they have filed a claim with their insurance company 4 - Ask Who, What, When, Where, and How. Be sure not to lead them in certain responses 5 - Create a VX and collect deductible 6 - Contact Risk Management and never release a new vehicle to a customer without Risk Management consent

Upgrades on Corporate Direct Bill

If rules state nothing about upgrades If customer is willing to pay out of pocket with alternative payment for upgrade

Account Manager

Kat Derise (WW) Andy Ollis (EE) Ali Mckenzie and Donald Young (MM)

BUSINESS RENTAL

Kendal Harper

Account Executive

Kendal Harper (West) Kerry Doane (East)

Quality Corp Lead

Long term rentals Project Based Business Out of State license Multiple Vehicles booked under one name Mileage Reimbursement Specialty Vehicles

Employee Hours

MT based 46 hour a work week Full Time AD 40 hours Part Time AD 25 hours Hours should be monitored by ABM or BRM using Workday daily. Employees use ETM to clock in and out and request time off Have a flex schedule 6 hours of work = 30 minute break

Internal Promotional Process

MT: SET @ 90 days, Roadmaps Current. MQI @ 9 months, Roadmaps 1-8 submitted, Top 50% 2 of last 4 months MA: Top 50% 2 of last 4 months ABRM: ESQI 3/6/12 month BRM: ESQI 3/6/12 month

Direct Costs

Maintenance Miscellaneous Expense Depreciation Daily Rental Liability Collision and Comp Gas Rent Cost Interest Tax and License

Fleet Growth Plan

Marketing plan CARP/Confirm/priority pass utilize BOSS (Branch Outside Sales System) Regional Plan

Diminishment of Value

Mileage Condition Time of Year Demand Volume in the Market Place

Corp Rewrites

Must be done very 30 days It is a rental not a lease Credit Card authorizations are only good for 30 days Branches need to capture revenue and ensures customer experiences consistent billing with us Rental contracts should not be backdated, but closed out and rewritten on the actual day that the task is completed. Legally this is misinformation/false reporting

International Drivers License

Must have a major CC Check to make sure license is alpha-numeric IF NOT alpha numeric, customer must have international driving permit and drivers license. Customer can not rent using ONLY international driving permit

Net Profit

Net Profit = operating profit + vehicle adjustment

commission

Net Profit x Fleet x Commission %

Creating a VX/NX

Only BRM/ABM should create a VX/NX Complete claim on LDR on Launchpad or desktop Get complete loss info and as many facts regarding incident Facts of loss must be written clearly for a non resident audience Police Report info must be listed in VX so DRU can easily access dept name, report number Attempt to complete VX while customer is present Ensure all info is in claim and insurance info is in LDR Take pictures of damage via Launchpad LDR Collect deductible Customers are to file a claim with their insurance while they are in the office. The BRM/ABM should include the claim number and adjustor info Have customer sign the VX report via Launchpad Once claim is created tag the vehicle as DNR VX56 Do Not Re Rent Vehicle Shop Immediately

PM or Recall Holds

Only remove holds once you confirm that it has been done Use Unit Services to locate each unit that has a hold If grounded, keys are secured and stored to ensure unit is not rented. Customer who are in units should be contacted immediately for switchout. RECALLS - make a switch out convenient, locate closest branch, go to customer or have the car towed Escalate to Area Manager if you can not contact customer LOFR - if customer can take unit to LOFR vendor today, allow the customer to do so and verify with the vendor that the LOFR has been completed and accurate mileage. Document all conversations.

Operating profit

Operating profit = total revenue - breakeven

De-escalation

Patient Listen Empathetic Assure/apologize Save the Experience

Customer Service Excellence

Phone Calls Pickup and delivery Branch Arrival Rental contract Vehicle Return

Fraud Prevention - Credit or Debit Card

Physically touch and examine front and back for authenticity and imperfections Verify name and number in system matches on card Scan with fraud pen or fraud box for UV/Holographic verification All cards must be swiped or inserted into chip reader for verification NEVER manually enter card information You can contact merchant services to verify card Do not accept cards that decline, do not read or fallback swipes

Fraud Prevention on Drivers License

Physically touch and examine license for imperfections Verify picture on license to renter Scan with fraud pen or put under fraud box to verify UV/holographic verifications Refer to ID checking guides at any time if UV verifications do not illuminate or if you need further confirm the validity of license Scan all license with Launchpad. NEVER manually enter license data into Launchpad

Ways to reduce losses include

Proper underwriting Collecting insurance information on ALL customers collect deductibles and deposits Shopping vehicles immediately Right person, Right Car, Right Rate

Improving Conversions

Proper underwriting working a Callback Control Plan Having a solid lot plan Proper storage to deter vandalism, theft and after hour issues

Improving Undocumented Damage

Proper vehicle inspections at checkout and return Clean unit if it is too dirty to inspect Use damage evaluator Proper lighting

Customer's Personal Information

Protect all information and protect from legal ramifications Lock up contracts, do not discuss renter info unless directly to renter, send all contracts to Admin office weekly, black out credit card numbers except last 4 digits if power is out. Shred all additional copies of contracts

Business Ethics Committee

RVP (Chris) Regional HR Manager (Kristy) Regional Risk Manager (Treonna) Regional Business Manager (Derrick)

Accountability

RVP one on one with ARM/BRM each fiscal term. ARM Monthly Retention Report Quarterly Conference Call with Group VP for ARM under corporate average Employee Development Scorecard

Director of Business Rental

Rasheen Hartwell

Plan to increase profitability and sales

Regional Goals C&I Revenue = $1200/car Net other revenue = $100/car ADR = $42/car DE % = 92% DE Growth 4% ESQI used to be 85, corporate average changes monthly, stay above corp avg Expenses Personnel = $150/car Collision and Comp = $55/car Uninsured losses = $10/car Bad Debt = $5/car Cust Sat = $2/car T&E = $2/car Fuel = ($7)/car

Remarketing, Car Sales and Fleet Management

Remarketing - sell wholesale only Car Sales - sell retail only Fleet Management - lease to business

Long Term fleet planning process

Rental - Reviews and forecasts rental fleet size, on rent and fleet mix needed Remarketing - Reviews and forecasts the same, forecasts future what vehicles are worth and future deletes in fleet Vehicle Acquisitions - Compiles date for new cars coming for the remainder of the year

Emp/Family

Rentals booked via MyEhTrip Employee 50% Family 33% Rental length 30 days Emerald Club rewards not eligible Ticket must be written and closed by a manager.

Business Use

Rentals that are related to business All rates and benefits apply (waived fees or included CDW)

Margin Analysis

Report is found on Report Web Each car class shows what revenue we are getting along with costs for each car class Revenue minus the costs it gives you the average margin on that car class To increase profit margin for branch you would want to increase the vehicles in the car classes with the highest margin

Car Class Control

Retail Compact Car Reservation, ARMS Compact Car Reservation, Corporate Full Size reservation. Large Truck, compact car, and full size car is all you have on the lot. Corp gets most expensive vehicle (least risk) ARMS gets full size (lesser of risk) Retail gets compact vehicle (most risk and what they reserved for)

Month End Statements (9 Statements)

Revenue and Expense Operating Profit Net Other Expense Physical Damage and Uninsured Loss Personnel Expense Personnel Expense per Transaction C&I Revenue Branch Overhead Direct Costs

HUMAN RESOURCES

Ryan Cramer

Progressive Discipline

SEL (Significant event logs) document verbal convo both positive and negative, doesn't have to be signed Formal Write Up (MEMO) has to be signed

Improving Employee Physical Damage/Liability losses

Safe and Cautious Driving Pickups, drop offs, and branch movements use cars with lowest value If you witness any employee not following proper rules to safe and cautious driving, report to Area Manager

Inventory Adjustment

Sales Price - RBV the lower the RBV, the more inventory adjustment we make

Maximize inventory adjustment

Send the vehicles to remarketing within 72 hours Control the mileage (accurate mileage on rewrites) maintain and repair damages

Callbacks

Should be conducted daily to ensure communication with customers for customer service, deposits and location of vehicle. RED FLAGS - credit card declining, phones disconnected, cannot reach customer AVOID CONVERSIONS/BAD DEBT

LOFR/Recall Score

Shows the health of your branch regarding # of units that are due and overdue for PM RPM Captain in charge of switchouts and managing the score will help

Hiring

Standardized, behavioral interview questions Complete interview evaluation grade sheet Observation checklist by manager

Conversion Process

Starts when customer is $50 down or 1 day overdue Day 1 - Branch calls customer to gauge severity Day 2 - ARM makes additional follow up calls to customer Day 3 - ARM emails Risk to run Skip Trace and add to DNR and send 5 day letter Using skip trace BRM/ARM makes calls to all phone numbers to attempt contact with customer Day 8 - After 5 day letter expires, Risk may assign a recovery company to assist with the return Risk now sends 10 day letter to customer Branch and Area manager are continuing contact attempts Once 10 day letter is sent the contract is closed and claim is keyed Unit is tagged DNR - Conversion Day 18 - Once 10 day search period expires Risk and RVP discuss reporting vehicle stolen If vehicle is not recovered within 30 days it is written off and charged to conversions/other - uninsured loss If the unit is returned greater than 10 days after the first written correspondence all damage will be charged to conversion/other - uninsured loss ONLY inform renter that vehicle is Stolen if Risk Management advises you can Taking charges on rental in conversion will restart conversion process

Value Proposition Marketing

Strong intro, fact find Enterprise Difference - locations, people, technology, responsiveness

REMARKETING

TBD

Auto Detailer on boarding process

Team introductions and expectations Introduce all products, tools and protective gear Vehicle prep check list, end of the day check list Auto Detailer evals, duties, MSDS binder and OSHA info

PRE MQI

Terrill Steele

Total Revenue

Total Revenue = C&I + Net Other

RISK MANAGEMENT

Treonna

Preparing for Peak Time

Triage Plan Phone Plan Duty Roster Scheduling tool Transaction tool Game Plan functionality Rental Ready

VP of Fleet/Remarketing and Regional Team Member

VP of Fleet = Bob Fick 56WW = Kevin Barnes, Benji Hardwick, Dane Sharp

Wheel Chair accessible vehicles

Vans to Go in Memphis 901-795-6533

Calculating Cost going Forward

Vehicle is worth $20,000 today Vehicle is worth $19,300 next month Cost going forward is $700

Risk Unit

Vehicle that is bought for rental fleet where we will sell the vehicle back into the market and solely bear the financial gain or loss by owning this vehicle

Pull for Deletion

Vehicles that will be sold and are activated units Pull vehicle in 72 hours or less Cars are activated based on occupancy and new cars coming in, so a delay in getting them in will hurt your overall occupancy

Hand Control Vehicles

We do offer hand control equipped vehicles for alamo, enterprise and national

Remarketing Sells cars to...

Wholesalers Auctions Independent Dealers Franchise Dealerships

OSHA

Written Hazard Communication Plan located in SDS binder in carwash area. All chemicals labeled, do not idle cars in closed environment

A risk unit makes more money why?

You are not tied down to a contract like with a buyback

Commute with Enterprise

connects a group of riders wanting to save time and money Business with 250+ employees at one location who lack parking or having to commute far Vehicles can accommodate 4-15 people per car

Controllable Costs

costs that can be influenced or changed by management Personnel Expense $150/ car or less Collision and Comp Reserves $55/ car or less Uninsured Losses $10/ car or less Bad Debt $5/ car or less Cust Sat $2/ car or less T&E $2/ car or less Fuel ($7)/ car or better

Data Clearing

delete all paired devices from vehicles upon return

Remarketing

department that is responsible for selling all vehicles that come out of fleet from Daily Rental, Fleet Management, Truck or Commute with Enterprise. They stay up to date on market trends and market vehicles to their buyer base Remarketing has a large financial responsibility because inventory adjustment is a large part of net profit

Benefits of Emerald Club

free rental day credits earned counter bypass at National/choose your car Info is kept on file for expedited rental transaction time at enterprise Personalized statements

5 day letter

initial letter sent to customer asking for the return of the vehicle or to pay balance

Days Earned

is the percentage of time your cars are rented (on the road)

Emerald Club

loyalty program for national works at bother enterprise and national earn points on rentals points earned can only be redeemed at National

Collision Damage Reserves or Loss Per Car

made up of Subrogatable (claims where the cusotmer did not purchase damage waiver and we pursue customer/their insurance company/ person liable for damage) NON Subrogatable (customer purchased Damage Waiver so EAN absorbs the loss. Reserves are a 12 month rolling average of all your uncollectable losses divided by your fleet.

Employee Development Scorecard

monthly ranking of Managers in the core area of Employee Development.

15 passenger van addendums

must be signed by renter to show they have read and understand the restrictions, risks of operating a larger vehicle. If contract is not completed on the launchpad, branch should provide a copy of the signed addendum to renter. Branch should fax signed addendum and contract to van addendum fax line. Branch should keep a copy of addendum and rental agreement in van addendum notebook. Branch sends addendum and agreement to admin to go to Xerox

Dress Code

professional conservative

Negligent Maintenance

renting a vehicle that is unsafe

Negligent Entrustment

renting to to any person who should not be rented to (inebriated or no valid license)

My Career

resource to help employees with career decisions

10 day letter

state mandated demand letter that requests the renter return the outstanding unit within 10 days or unit is reported stolen

Breakeven

sum of all expenses OR (operating profit - total revenue)

Breakeven

sum of all your expenses

Renter Verify

system used to qualify our retail customers. Green = Good Gray = Did not Verify Solid Yellow Triangle = successful verification has been processed before but information has changed Hollow Yellow Triangle = unsuccessful verification has been processed before but information has changed Renter verify is used for every primary and additional driver.

Corporate customer

takes precedence over retail customer for long term and sustainable business (every customer is important)

Buyback

unit is a vehicle we have a previous agreement with a manufacturer where they will buyback the vehicle with a predetermined monthly depreciation with certain mileage, condition, and time restriction

Personal Use/Leisure

unrelated to work All accounts should have a personal use number, if not contact Business Rental Sales team Included CDW does NOT apply with leisure Waived fees (additional and young driver) DO apply

enterprise truck

we have a division that specializes in trucks. Get name number and contact truck

Third Party Disclosure

you can only communicate with the renter about their rental, not family member or references.

Damage Disputes

you should attempt to research and handle the dispute yourself before keying the claim Check to see if damage is prior by reviewing unit services and RALPH for prior unrepaired claims You may also contact Risk at any time for assistance Be sure to know the difference between dispute of responsibility and dispute of damage while on rent For disputes of minor damage we handle in house and waive For non minor damage contact your Area and Risk management for advice If you are waiving, write a do not pursue VX