Enterprise skills test
If a customer asks about renting a car in another city, what number would you give? And what website could you direct them to?
1-800-Rent-A-Car; www.enterprise.com
List the Core Values at Enterprise.
1. Our brands are the most valuable things we own. 2. Personal Honesty and Integrity are the foundation of our success. 3. Customer Service is our way of life. 4. Our company is a fun and friendly place where teamwork rules. 5. We work hard...and 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.
List three topics you could discuss when marketing a service writer.
1. Our service 2. Warranty rentals vs. internals 3. Customer pay rentals
List three topics you could discuss when marketing a small automotive shop.
1. Our service 2. Where they get their business 3. Rates for their customers
How much is Roadside Assistance Protection?
5.99.....No charge to install spare tire or if tow is needed to install, no charge for battery boost, no charge for lockout service, no charge for delivery of keys, fuel delivery service up to 3 gallons per rental, no time spent calling friends or finding service providers, minimizes downtime when stranded, no worries about possible out-of-pocket expenses related to roadside incidents.
A customer returns a car that is damaged at 5:30 pm and you need to collect a deductible but cannot verify what the deductible amount is. What amount should you collect?
500
What rate should be quoted to a retail renter on the phone?
910 rates
Please explain what it means when a corporate account is a "Ghost Account".
A Ghost Account is an account that has a corporate credit card on file. The credit card automatically pre-populates into the credit card field. The renter does not need to provide a credit card in order to rent with a Ghost Account.
Uninsured Loss
A loss that is not directly associated with an open, active rental contract.
What is the name of the preferred shop program for each of the following insurance companies:
AAA? - IRP Allstate? - Good Hands Network Liberty Mutual/Safeco? - TLC Mercury? - CARS State Farm? - Select Service
. What does the flashing Red Car in ECARSTM 2.0 mean?
ARMS® reservation(s) has been sent and customer needs to be contacted.
yellow car
ARMS® reservation/customer requires follow up call, call attempted but no contact
Green Car? (1 pt)
ARMS® reservations/customers have been contacted, no calls currently need attention
Give 2 examples of what PAI will cover:
Accidental death benefits (renter--$100,000 passengers--$10,000), accidental medical expense benefits (renter and passengers—up to $3500), ambulance expense (renter and passengers--$150), aggregrate (max amount paid per accident) is $130,000. Renter is protected in and out of vehicle 24 hours/day for accidents while renting/PAI is purchased. get from training 1
What is the difference between an insurance agent, an adjuster, and a field adjuster?
Agent-sells & writes the policies for commission. Has ability to send business as many times customer will call them first when they've had an accident Adjustor-works claims process from their desk and determines what coverage's apply. Can also direct business, only interaction is over phone and sometimes they are in another state Field Adjustor-handles damage portion of the claims process, many times works out of house & Co. Car. Works directly with the body shops on repair/cycle time. Claim is already open with rental car and repair facility already determined much of the time.
Describe the ERAC/GEICO ARX Program and expectations.
All rental needs are done by appointments set up by an on-site ARX adjustor that works at the body shop. Enterprise stages all cars needed for next day appointments and has an employee of Enterprise rent the car. The expectation is for the customer to be able to drop off car for repair and be back on the road in their rental in 15 minutes. Enterprise gets the confirmed next day appointment sheet from the adjustor by 4:00 pm the previous day in order to meet the expectations of Geico. Communication between branch and adjustor is crucial as sometimes the no show ratio can go up or unexpected customers arrive and there is not a car staged.
Why is corporate business good for Enterprise?(1pt) What can you do to increase corporate referrals? (
Answer (first question): growth, higher rates, higher ESQI Answer (second question): Ask any of the following- a. "What is the occasion for your rental?" If they say business, it could be a corporate lead. b. "Will you be using your corporate discount today?" c. If they say they are insured through their company, it could be a corporate lead. d. Get employer information EVERY time
Name the steps in the cycle of service in order.
Answer: 1. Telephone 2. Pick Up 3. Branch Arrival 4. Rental Contract 5.To the Car 6. Callbacks/Switchouts 7. Return of Vehicle 8. Invitation to Return
What is Enterprise Rent-A-Car's fiscal year?
Answer: August 1 - July 31
What is a consolidated callback?
Answer: Callback is handled by our Rental Management Centers directly (most body shop and adjustor callbacks). We have compiled all the callbacks for certain insurance companies and body shops to rental management centers to minimize the calls made to the insurance companies
Give two examples of an uninsured loss.
Any loss that occurs when the car is not on rent. Examples are undocumented damage, conversions, employee accidents, lot theft, lot vandalism, wholesale check in.
Conversion
Any rental where we have lost control of the process. (i.e., can't reach customer, not responding, not returning car, down money, overdue rental, which is considered stolen or embezzled.)
What are the following reports used for
BMI Per Unit Revenue Report - Answer: Compares any level of the organization to itself for the prior year month: Monthly Revenue, Revenue per car, days earned and fleet, revenue per day and penetration statistics • BMI Comparison Report - Answer: Compares all locations within any Area/Region etc: Days Earned, Fleet, Revenue Per Car, Operating Profit and Net Profit • Home City Employee Sales Comparison Report - Answer: Provides a view of Penetration and Revenue per Day by employee • Days Earned Report - Answer: Measures the following items: Fleet Count, Days Earned, Days earned percent, Out of Svc and Out of Svc Percent
What is the best way to insure that your branch is able to collect all income on an insurance ticket?
Be sure to have a complete ticket—including insurance company, adjuster name, claim type, date of loss, claim/policy #, insured's name, customer vehicle info, shop info and contact, and be sure to document everything in callback notes. Also, do not bill for more than the insurance company has approved, look for ARMS® reservation for billing.
What is the Group's plan for contacting ARMS® reservations?
Branch assigns as a branch duty and has 1 person assigned to making sure flashing car is green
What are the underwriting guidelines for the following:
Branch/Area/Region Sensitive • Retail rental with a credit card • Retail rental without a credit card • Corporate rental without a credit card • Body Shop rental without a credit card • Dealership rental without a credit card • Insurance rental without a credit card • Renter under the age of 21
A customer has a reservation for a full-size car. When she arrives, all you have is an Economy Car. What do you do?
Call a nearby branch to accommodate the customer's needs or deliver a full-size vehicle to the customer when it comes in.
Subrogation
Collection of moneys owed Enterprise, from either first or third party claims, for vehicle damages.
What do you do when you receive a customer request for a car equipped with specialty equipment (i.e. hand control, pedal extender, etc)?
Contact Regional Risk Manager
What do you do if a renter appears on the customer warning screen during the rental process?
Contact Risk Manager
If a customer asks that you call the insurance adjuster from your lobby, what should you do? (
Contact the RMC or in-house representative handling that account to help facilitate the process-never have the customer call their adjustor from our lobby
During the course of a rental, the adjuster refuses to extend the direct bill any further.
Contact the customer regarding the situation.
What do you do when an insurance company calls claiming that a renter (who has already returned) caused an accident with their insured? (
Create a DX
What are the three major themes in our Mission Statement?
Customer Service, Employee Growth & Development, Growth and Profits will follow.
What is most important to an agent? Give two important selling points you would discuss on a sales call.
Customer service that will lead to retaining the customer as a policy holder. Selling points-- convenience, ease of use, car selection within different reimbursement policies offered, The Enterprise Difference
What is Enterprise's key responsibility in terms of our participation in the Farmers COD
Customer's reservation is warm transferred to our Farmers in-house and we make delivery arrangements to the shop as long as it is a one day notice. We also have preferred status from help point to be able to win the reservation instead of Hertz
What process do you undertake when a renter reports an accident? What documentation do you keep in the branch and for how long?
DX/Accident Report, make copies of police reports if available; Contract + copy of accident report ; 90 days
What is the DRU?
Damage Recovery Unit; they handle/process claims for our all three rental brands.
What are the differences between DW and comprehensive/collision insurance?
Damage Waiver is an agreement between the customer and Enterprise, in which ERAC waives the right to impose financial obligations on the customer if the vehicle is returned damaged. Comprehensive/collision insurance is a contract with an insurance company to pay for damage to a property owner, shifting the financial risk from the customer to the insurance company.
Name the three car rental brands operating under Enterprise Holding, and name the Loyalty program for each.
ERAC-E-Plus, National—Emerald Club, Alamo—Quicksilver
Explain the Enterprise Difference.
Empathy for our customers, (Customer) Service, Professionalism, People
What is ARMS® Dealer? Name two benefits to the user?
Enterprise technology to help Dealership better manage rentals-offer ARMS® Web or also the ADP or Reynolds and Reynolds version that is integrated with their dealership management system Can track # of rentals and invoices by service writer Allows elimination of PO's, can eliminate close pends, will catch the run-away rentals, allows dealerships to set last days and can better communicate with branch on what dealership is paying and what the customer might be paying
Name three renter benefits of signing up for Enterprise Plus.
Faster reservations, faster rental transactions, access faster members' lines at select airport locations, member discounts via email, free of charge, can pre-load customer credit card info into E-Plus profile.
fundability
Financial ability of the customer to pay for the rental (deposit, ccard)
Why is asking for two phone numbers, employer information, and current address important? (
Findability, Stability
What can be done at the branch to increase collection and collectability on a DX?
Get all pertinent facts of loss, insurance information, confirm address and phone numbers, collect deductible.
Why do we handle body shop calls for the Insurance companies
Helps the insurance companies with their files, they have asked us to with all of our shop relationships, take work off the plate of the adjustor to make it an easy choice to use Enterprise If the car is still in the shop the documentation can help support the extension of the direct bill and insure payment to us by the insurance company Customer service piece
What are the three questions that you should ask every customer who is phone shopping? (
How did you hear about Enterprise? What is your occasion for renting? Ask for the reservation? Follow-up Question: What would it take to earn/get your business today?
A renter calls and has locked the keys in the car and wants an extra set of keys. What do you do?
If the customer is close by, try to assist with slim jim or get keys cut. If far away, can always contact Roadside Assistance for lock out service and/or key cut/delivery.
How do you look up corporate class rates and rules?
In 2.0, look up rates using either account name (use account search to find by name) or account number. In Ralph, use either AA0911 (customer name) or AA0912 (customer number).
How does our competition currently sell against us to the Insurance Companies? and to the body shops?
Insurance Companies--More employees and locations leads to higher rates. The insurance companies cannot afford for there to only be 1 rental vendor as their pricing would go up. Insurance companies must help Hertz remain a healthy competitor in order to keep pricing fair & low. Sell low rates Body Shops--low pricing, high flat rate rent/commissions, offer "Hertz in a box' where Hertz computer on-site, body shop rents their cars and earns up to 15% of all revenue on contracts. Hertz provides their cars in fleet but has the shop do all of their work- sometimes it's rent plus revenue commissions
Liability Insurance
Insurance that covers third-party claims for bodily injury and property damage
Comprehensive Insurance
Insurance that will reimburse the insured for damages to the insured vehicle not resulting from a collision.
Collision Insurance
Insurance that will reimburse the insured for damages to the insured vehicle resulting from a collision with another vehicle or object.
What is Prepaid Gas and how does it work?
It is one of three fuel options for the renter in which they pre-pay for a specified non-refundable amount of fuel (1/2 tank, full tank) at a significantly discounted rate.
Why is it important to know more than just the Agent? List three reasons why it is important that everyone at an agency has a good opinion of Enterprise.
Many times the agent is out of the office and relying on office staff to handle calls and referrals. Word of mouth referrals, deal with customers & many times the shops as well, can be the first call from an insured and act as first referral to enterprise, reflection of how we treat their customers that come into our branch
. Explain what to do when a customer has been given a competitor's rate and the competitor cannot deliver the car when the customer wants it? (1pt)
Match or beat the rate they were quoted by the competition and deliver them a car. Do whatever it takes to take care of the customer.
Who is your Regional Risk Manager and what do they do?
Name of RRM, 80% prevention, audits, part of BEC team...
How have consolidated callbacks improved our business
Our callback completion is much better, allowing us to be able to have updated and accurate extension dates on the contracts when customers return the vehicle. The billing information on the contract is more accurate which facilitates the bills being paid quicker. As a marketing issue, the adjusters prefer to have a central contact for all their claims.
What is the least expensive way for us to receive a reservation when it comes to referral expenses? (1 pt)
Our own phones are free. Otherwise, www.Enterprise.com which is $1 per reservation
What is our Value Proposition?
Our people, locations, ARMS® technology, over 50 years as a replacement company, rates vs. rental length (average dollar per ticket), in-house rental management process, integration with many Body Shop management systems, employees in branches empowered to make decisions and deal with last minute/unknown, We can also provide the most statistically valid industry information
How does rental reimbursement provide value to the policyholder, the agent and Enterprise?
Policy holder - allows for alternate transportation while their car is in the shop— customers with this on their policy have a much higher satisfaction rating when in a car accident. • Agent - customer is much happier and allows for better policy holder retention, customers typically do not shop for a different carrier if they feel taken care of in their accident experience • Enterprise - allows us the opportunity to rent to customers who might otherwise not use us. Also, allows us to bill another party for all or some of rental keeping customers out of pocket expenses down. Can help us create a customer for life if we handle their accident situation correctly
While picking up a customer at their home, they ask you to come inside their house. What should you do?
Politely decline the offer, do not go in the house, wait outside at/near car
What is most important to an adjuster? Give two important selling points you would discuss on a sales call.
Pricing and length of rental-many times an adjustors review & pay increases are based on a "severity by claim" rating and rental costs overall go into their severity number Value proposition on rental management and what our technology provides to control
During telephone handling, what are the critical parts of a well handled, successful phone call? (2 pts)
Qualify, quote the right rate, ask for the reservation, aggressive close
Name 3 ways that our ARMS® technology benefits both ERAC and the Insurance Companies?
Reduces phone calls, allows adjustor to work files on their own time, real time information regarding status of repair/claim, allows seamless communication between rental branch, body shop, and insurance company, customized real time reporting, allows branch to keep customer informed-better ESQI, eliminates a/r and billing issues, once account begins to use our technology makes it a tougher decision to switch to a different carrier
Who do you contact if you have a question on a consolidated callback?
Rental Management Center (not CBC) where the callback is assigned.
What is the main goal in providing exceptional customer service? up
Repeat or return customers, grow our business
Define the term "Supplemental Liability Protection".
SLP—provides the renter with up to $1 Million of protection for third party claims. When SLP is purchased, Enterprise must be primary up to the minimum financial responsibility before the actual SLP coverage begins.
Explain what to do if a customer says they are going to call around after you quote them rates.
Sell the "Enterprise difference" i.e., pick-up, delivery and get them in the door. Ask what we can do to earn their business, ask if they have called anywhere yet and offer to beat competitor's rates. Let them know that we shop our competition daily and guarantee we are the lowest and there is no reason to call elsewhere. If they insist on shopping around, tell them to make us their last call and beat the rate.
What does it mean to be part of a preferred shop program?
Shop agrees to a lower hourly rate and parts discounts in order to earn volume from an Insurance company. Has to meet a series of KPI's with length & quality in order to stay on the program
What is the best rate to quote for a weekend rental and how many miles are included?
Start at $9.99/day with 100mi free/day included.
it is Saturday, 10 minutes before closing, and a renter calls with our car broken down. He is 30 minutes away and you are the closest office. What do you do?
Take care of the customer.
What is ARMS® Automotive? Name two benefits to the user.
Technology offered to the body shops that directly communicates with ARMS® Claims back to the insurance companies Reduces phone calls to check status of repairs from either ERAC or the insurance adjustor Cycle time reporting by insurance carrier that allows the shop to see how they are doing and if they are meeting their performance goals to be a preferred shop or better sell themselves to an insurance carrier
What additional requirement(s) must be met by renters wanting to rent a 12-15 passenger van?
The 12-15 Passenger Van Addendum must be completed. Renter must be 25 or older and must have a credit card deposit. The rental cannot be used for transporting children, 12th grade or younger for school related functions.
If you have one car available, and you have an insurance customer with a reservation for $19.99/day and a retail customer willing to pay $49.99/day for a car, who would you rent to and why? (1 pt)
The insurance customer would get the last car because of the volume of business that we receive from the insurance companies. They are our bread and butter, and the insurance customer had a reservation. Take the retail customer to another branch to get a car.
Besides the employee's accident report, when an employee gets into an accident, what should occur? Who needs to complete the OX?
The manager should complete the OX. Notify your area manager and you regional risk manager immediately.
What is the Progressive Service Center Program & does it exist in CA?
There is only 1 located in San Diego. It is a one stop for the customer and we are on site. Progressive adjustors collect customers damaged car and there is a rental car waiting for them to leave in. Progressive adjustors go through the rental contract and act as the agent/rent the car for us. Progressive them "farms" the repair shop out to their network shops from this location-the shops are on a rotation depending on capacity.
Why is selling an important skill to develop for your career at Enterprise?
To find new sources of business, to grow existing business, to create job opportunities, to help you advance into other positions in your career...
Why is it important to put the proper referral source and contact information on all rental contracts?
To track our business referral sources precisely.
A customer has reserved a passenger van for his vacation that starts tomorrow. You do not have a van, and you can't find one at any other office and you do not expect to have one return by tomorrow. What do you do?
Try to accommodate his needs with two cars, or find him a van from a competitor and pay the rate difference.
Give 3 examples of a contract violation
Unauthorized driver, reckless driving, driving under the influence of illegal substances, renter's intentional damage to an Enterprise vehicle, leaving keys in the car or leaving the car unsecured, leaving the state without permission, towing, use of the vehicle for hire, use of the vehicle in the commission of a crime, fictitious name and address, negligence.
What ECARSTM programs do you use to find the following information:
Unit Number when you have only the license number Answer: AA0040 • Unit number if you only have the VIN number Answer: AA0370 • Key code if you only have the unit number Answer: AA0020
List 5 items listed on the Daily Report:
Units Not Rented, Income, Incomplete Tickets, Close Pends, Double Rents, Out of Service Vehicles, Resales
Explain the difference between the referral source number and the bill-to account number that are used when typing up a warranty rental for a dealership customer. (2 pts)
Warranty source number should start with beginning of make then group number (i.e., Chevy...CH32...) and Bill-to number would be the normal C#
What are the best practices to use if a customer wants to rent a car one way from your home city branch and drop it out of group?
We don't allow one way drops out of group, but should charge $200 or $1/mi, whichever is greater, if a customer still dropped (without permission). Maybe refer the renter to the nearest National or Alamo location instead.
Describe "One Call Service".
We will do whatever is needed to take care of the customer so they only have to make one call
What is negligent entrustment?
When an Enterprise representative knowingly gives possession of a car to a person who is either physically incompetent or not qualified to drive a vehicle
Findability
Will we be able to find/contact renter during rental (home#/address, work #/address)
What is the expectation of how quickly you should call on an ARMS® reservation? What is your region's contact %?
Within 2 hours.
Do we ever rent a car with a zero deposit? If so, why?
Yes, when direct billing is set up for 100% of the rental--document in notes so RMC can help closely watch the file and not allow insurance adjustor to get behind
An insurance adjuster who frequently sends you business walks in at 5:30 pm, needing to rent a car for personal use. He has left his wallet at the office and is unable to get it until the morning. He has no license and asks you to direct bill him. What do you do?
You cannot rent the vehicle without a driver's license. Find a way to get the adjuster home and back to work in the morning and rent the car tomorrow.
GCD (Guaranteed Completion Date)
based on a formula that is set by the insurance company—the day car should be ready based on how many hours to repair (most say 4.5-5 hrs + 1 day repair)
Fraud
deception or misrepresentation
List your current S.M.A.R.T. Goals and what you have accomplished so far
get from phi and tanya
Labor Rates
hourly rate the shops charge to do a repair
Cycle Time
length of time to complete each repair "keys to keys" of when shop gets the car to when it returns car to the customer
Fill in the sentence: Never_______, Always________________. This is an important motto to our business.
overpromise, over deliver
What is the least expensive form of advertising?
word of mouth