Enterprise Skills Test Group 10

How is days earned calculated?

# of actual rental days over # of possible rental days (How tight you are sitting)

What is FLIP? Whats another word for it?

$ we get when we sell cars in our fleet. % dependant on how many days it was in your fleet. Inventory Adjustments

Roadside Assistance Protection?

$8.00 daily 24 hour roadside assistance, jump starts, flat tire changes, lock out service, towing, fuel service, lost key FOB

How can a manager create a team that is successful at internal sales

1. Set goals and expectations 2. Train the skill- observe, shape, show 3. Meet w employees once a month to go over training 4. Provide additional coaching and feedback - sales contest 5. hold them accountable

Why is a college degree required for the MT program?

1. Shows commitment 2. Shows you can start and finish something 3. Shows you are educated

How do you determine if damage on a rental was new or pre- exisitng ?

1. Tablets 2. Unit Services 3. LDR- lost damage reports

Best way to phrase 3 critical questions?

1. Was everything excellent with our customer service and the cleanliness of the vehicle? 2. What could we have done better? 3. I'm so sorry about that how can we make it up to you, so we can earn your trust and business back in the future?

How can you improve Days Earned %?

1. Yes to deals 2. Being the price leader 3. Excellent phone skills 4. Customer service skills 5. Working deletes, shop cars

How does an emerald club membership benefit business renters?

1. You can earn points 2. skip the line at national 3. card on file 4. discounted rates

What makes uo Comp + Collision reserves

1. bad debt(claims written against customers that the DRU cant collect) 2. CDW hits 3. Unpaid deductibles (12 month rolling average spread over 12 months)

What makes up uninsured losses?/ How can you reduce these costs?

1. miss ding, employee loss, NX, liabilty conversions 2. 7 Point vehicle inspection, ready line inspections, safe driving

What is the importance of the branch observation during the MT interview process?

1. see daily operations/ duties 2. see we are always on go (multi-tasking) 3. Get a feel of company culture

Elite conflict resolution

1.Listen and ask a ton of questions 2. Genuine, unscripted heartfelt apology 3. own the issue and accept responsibility 4. Explain what your going ot improve going foreward 5. Provide a resolution that makes the customer feel heard 6. Would you be willing to give me another chance to earn your trust back in the future

For every 1% tighter you sit you add blank you your IPC

10 dollars

What is our Area 1 regions insurace rate goal?

36- region 38- Area

How do you search for a Emerald Club membership in 2.0

Reservation tab- new reservation search by loyalty number

small business account code

SB

Difference between a small, local, and national account?

Small (SB)- in our area Local- In our region National- anywhere

What makes up corporate overhead?

St Louis

Advanced check in benefits + Procedure

Customer Rental ready, Receive text in advance, reduces in person contact between employees and customers. Overall expedited process

What is a Chargeback?

Customer disputes a charge on their card.

What/Who is DRU

Damage recovery unit - VX's - Deductibles - Claims

How do you find C and I? (Time and Miles)

Days in month x Avg daily rate x days earned

How do you find IPC? (Total revenue?)

Days in month x avg daily rate x days earned % + net other

What is a VX

Detailed claim written on a customer. (police report, insurance, all 3rd party info - you want as much infor as possible to give the DRU so it doesn't come out of our comp+ coll reserves

What makes up Group Overhead?

Drivers, Burlington group 10 headquarters, CZ

What/ Who is the ELCO?

E- Enterprise L-Liability C- Claims O-Office - 3rd party claims, Liability claims, NX's

Risk Vehicle?

Enterprise owns the vehicle and takes the risk of earning the flip off it

What is FLIP?

Enterprises end value vs what it was sold for. 1.7 depreciation rate

What key performance (areas) drive days earned growth?

Exceptional phone skills Excellent customer service Strong external sales +marketing plan Competitive pricing Consistent corporate lead generation

Lunch break policy

all employees must take at least 30 min break up to an hour

What are the benefits of ARMS technology?

communicate w/ bodyshops, insurance and dealerships in 1 system. 1. Stop charges 2. monitor rental length 3. check authorization status 4. Request extensions 5. fewer phone calls 6. send reservations

Customer leaves cash in rental and wants it applied to bill.

Makes sure its valid. Sign envelope and seal it. Get money order or deposit directly

Dress code for employee

Men- Blue/white collared shirts blue or black pants Women- Knee length skirts, dresses dress pants blouse

Branches pended tickets and callback plan

Pended tickets- work retail tickets immediately, call insurance companies to get insurance customers extended and closed out callbacks- work files daily and make sure files aren't down money

"Priority Pass" an insurance customer that calls your branch to make a reservation

Priority pass= rental ready getting all their info

What is "underwriting"

Qualifying people to rent a car Out of state license- credit card debit grey circle- 2 docs

Key touchpoint areas in our vehicles?

Keys, Steering wheel, seat belts, center console, door pockets, and seats

Local business code

L10

Region expectaions for recall + LOFR's

LOFR- 10 or below Recall- 0

Sexual Harassment Policy

0 tolerance

What do you gain by sending in business rental leads

- Aids recognition, matrix, grows brand, ESQI, Branch growth

How do you search for a corporate account?

- reservation tab, new reservation , account name/ account number use the one with XZ

4 Main Points of Enterprise Mission Statement

1. Be the best transportation provider in the world 2. Exceed our customers expectations, service, quality, and value 3. Provide our employees a great place to work 4. Serve our community as a committed corporate citizen

4 Core areas of business in order of importance

1. Customer Service 2. Employee Development 3. Growth 4. Profitability If your customers and employees are happy growth and profitability will follow

What is the Group 10 goal for ranking in each of the 4 core areas of our business

1. Customer service 2. employee development 3. Profitability 4. Growth (Be in top 5 of the four core business)

What makes up DR liability how can you reduce this cost?

1. Encourage safe driving 2. Properly qualifying renters 3. Sell SLP- if they purchase SLP we are no longer primary (20k) medical per person, (40k) per event 5K property damage

What are the 3 critical questions with "care 3"

1. How was everything with the customer service 2. Is there anything we can do better? 3. Would you say you were completely satisfied if not how can we make it up to you

What needs to be done to prevent chargebacks?

1. Make sure name on license and card match 2. Rewrite at 30 days to re-authorize card

What specific examples are unethical behavior?

1. Not saying protections are optional 2. Take gas card for personal use 3. Take cars home 4. Not clocking out for breaks

8 Founding Values

1. Our brand is most valuable thing we own 2. Personal honesty/ integrity are the foundations to our success 3. Customer service is our way of life 4. Fun and friendly environment where teamwork rules 5. Work hard , reward hard work 6. Great things happen when we listen to cust/ each other 7. We strengthen communities one neighborhood at a time

Personal Effects Coverage

7.50 - stolen items (phones, wallet)

1022 ESQI goal?

86 or Higher

Buyback vehicle

A negotiated agreement w/ manufactures that the vehicles get sold back to them at a certain mileage

What does ARQ stand for?

A- Accident R- Report Q- Quality

What is DR liability?

Any liability claim (Hits region and spread over 12 months)

A customer leaves cash in a rental and if it can be applied to their bill. What now?

Ask if the customer has another form of payment because we dont take cash

How do you handle employee inquiries regarding benefits

Benefit Central website

What is the DMG evaluator used for?

Burn holes, glass , dents, scratches, scrapes

What is CARE 3

C- Counter Manager A- All cars + Office clean R- Rental Ready +Launch pad E- ESQI calls 3- 3 critical questions

What is our ESQI plan?

CARE 3

Internal Maintenance

CZ (Bridgewater) much cheaper

What is the proper procedure for responding to employee injuries at work

Check if they are okay. Provide AID encourage if necessary and go to doctors. Contact manager, Area manager

What is an NX?

Claim written against the branch. Not a customer or person can be held responsible . Missed ding, dent. Spread cost up to $5000 on branch

What is a NX?

Claim written on a branch. Hits that month in the form of a uninsured loss. First 5,000 hits branches that month- the rest is spread cost.

Who is our primary shop?

Competition auto body

How can you correct a vehicle w mileage errors?

Condition app (if car is available) 2.0 if car is on rent

Why does our company want to grow corporate business?

Conistency, low risk, good rates, ESQI scores, growth opportunity

What is the "CAR" outside sales process

Connect, Ask, Relay or ORANGE important for MT role

What is a connected car?

Connects to the tablet with the accurate mileage and fuel Maintenance LOFR and Gas

What is Net fuel?

Fuel collected from pre-paid and customers not returning at same level

What does the cost of regional and group drivers appear on the per unit analysis?

Group Overhead

How do you get corporate leads? What is the process of sending them in

I see your rent almost every wedensday would you like to set up a corprate account to save some money Marketing plan going out and selling yourself

How do you calculate break even?

ICP- OP= break even (OP- sum of all costs, expenses, and overhead)

What are the group 10 underwriting rental qualifications?

Name on license matches name on card - 2 points of contact 1 phone 1 email Debit full proof of of auto insurance recent pay stub/ utlity bill Renter Verify

How do you handle a car was pulled for delete but is located 20 mins away from your location?

Net profit will be affected- branch will be charged for making run to get vehicle, waste of resources, everyday it loses value

Are walk-in requests for employment considered employee referrals?

No

Steps of Group 10 sales cycle "ORANGE"

O- Offer Upgrade R- Roadside Assistance A- Additional Products N- Name all protections G- Go over charges E- ERAC Card

What is Net Profit?

OP + FLIP

Why is it important to protect our customers and employees confidential information?

Our brand is the most valuable thing we own. (Do not need liability exposure)

What are the steps in the Clean Car pledge and why is it important?

Our promise to customers is that they get a clean and sanitized vehicle. High touch points in the vehicle have been sanitized. partnership w/ clorox

6 Cultural Compass Points

POWBED P ublic affairs and philanthropy O perations W ork life quality B usiness ethics E nvironmental impact D iversity and inclusion

How do you locate your branches LOFR +Recall scores in RPM?

Switching people out ASAP, get LOFRs done promptly and remove hold when completed.

How should you handle inquiries for employment?

Tell them to apply online

What is a one-call service?

The customer should only have to call once to get the situation rectified

What is the EAP/Life managment program benefits?

Therapy/ counseling -3 free sessions per year

What is TSQI?

Total Service Quality Index- All three brands total number of customers that get a survey and are completely satisfied

How can you improve ADR?

Upgrades, branch contests, CARP, Showcase lots

Depreciation Expense

Vehicles depreciate at 1.7% monthly

What is a MSM and WSM movement? When do you activate importance?

WSM- Competition- primary shop MSM- Dealerships Importance- employee cant rent car because its in shop status

What is break even?

What we need to make money per car to break even. Have no bad debt

Example of a founding value in our day to day

When you are renting to a customer and ask for payment and tell them its a 300 deposit on top of the rental and they say can you just do a 100. No we cant if we were to do that. That shows inconsistency and our brands are the most valuable thing we own.

WSM

Workshop Shop Movement

National account business code?

XZ

what is days earned %?

a representation on how tight you are sitting

What are the discounts for ou small, local and national accounts

small (SB)- 5% Local (Dealerships, Bodyshops) Set rates in group 10 they can get a 5% discount outside of the group National- set rates protections, direct billing

What is a VX spread

spread over 12 months hits just that branch (claim written against the customer

Complete clean car pledge

to follow best practices recommended by leading health authorities to ensure safety of customers

operating profit

total revenue - break even

Report unethical behavior by calling ethics hotline or what website?

www.ethicspoint.com