RSET ENTERPRISE

What differentiate enterprise?

#1 THE PEOPLE WE HIRE Customer Service

what are the benefits of purchasing SLP

$1,000,000 3rd party

Financial impact of a $1.00 increase in ADR to IPC

$30 for the month

MT referal bonus

$300 after 90days $700 after 6months

How to pass a phone shop?

1. Pick up within 2 Rings 2. Determine reason for renting 3. Quote the Correct Rate 4. Ask if they'd like to Book 5. *83 transfer to Cap Team or 6. If no, sell benefits of enterprise 7. Ask for reservation again 8. Thank customer for calling enterprise

how to drive IPC

1. Push Rate 2. Run Tight 3. Increase Package Sales

examples of a contract violation

1. Unauthorized Drivers 2. Driving Under Influence 3. Driving Outside the U.S., fraudulent information provided 4. Reckless Driving 5. Use for Hire 6. Towing 7. Used in Crime

3 critical questions

1. how was are service? 2. is there anything we could have done better? 3. What can we do to fix it?

how do we track 30 day contracts

15 day report in 1.0 callbacks and rewrites in 2.0

benefits of purchasing RAP

24- hour roadside assistance

car sales leads expectation

5 cars a month

Negligent Entrustment

Renting to Someone Who is Intoxicated or Without a Valid License

Direct cost

Cost associated with owning vehicles, example: gas and maintenance. Direct cost = depreciation

Collison Insurance

Covers damage to your car if it is hit by another car or object

What steps should you take to prepare for a Sales/Marketing call?

Create an outline of product knowledge, competitive knowledge and knowledge of the sales process

Underwriting

Determining Customer's Qualifications to Rent by Assessing Risk

what does ESC stand for

EMPLOYEE SALES COMPARISON

ESQI stand for:

ENTERPRISE SERVICE QUILTY INDEX

list the 4 steps to the sales process and the importance of each

a. sales introduction- to establish a comfortable relationship with the customer and take control of the sales process b. fact finding- process of asking questions of the customer to uncover their needs c. presentation- salesperson presents a solution to the customer's problem or explains how enterprise can provide a service or program the customer desires d. closing- a way to confirm that what you are selling is important to the customer and thank them for their time and leave

give 4 examples of violation of contract

a. unauthorized driver b. fraudulent information c. leaving the country/ authorized state d. driving while under the influence of drugs or alcohol e. leaving keys in car f. wreck less driving/ intentional damage to vehicle g. towing

note your branch's criteria for renting a vehicle to customer who does not have a credit card as a security deposit.

a. valid DL with local address b. cannot rent above a full-size c. current utility bill that match the name and address to DL d. current proof of employment with matching name and address to DL e. two phone numbers f. complete a rental application-- verify phone numbers and references g. minimum $350 or the cost of rental plus 2 days h. approved by management

what are the steps to find the additional revenue sales?

additional revenue is found on the ESC for the branch on report web

driver's direct line of sight

any damages in the drivers view extending from the imaginary line from the steering wheel

what are the qualifications for the Champion Dinner?

be in the top 10% for 3 month straight for exceptional sales

calender billing

calendar day counts as a day

explain how damage waive is not insurance

damage waiver is an agreement that enterprise will waive a renter's financial obligations towards damage/theft and take full responsibility of charges

Uninsured loss

Loss that happens in a non-revenue producing state. CLUED stands for: -CONVERSION -LOT DAMAGE -UNDOCUMENTED DAMAGES -EMPLOYEE ACCIDENTS -DETECTABLE FRAUD

rental ready

Making Reservations ready, prior to the customer's arrival, eliminates time consuming data entry allowing you more time to build a relationship and enhance the customer experience

PMD

Performance Development Meeting. This process involves employees with our marketing efforts. it builds accountability, while training employees and tracking our progress in the market.

what protections products can you offer to 18-20 year old renters

RAP

Service call

RETAIN BUSINESS

***key piece of information that should obtain from a service center or dealership who has opted to pay for a customers rental car

RO/PO #

what is the quickest method to transfer a call that wants to make a reservation

*83

An MT has authority to write off a customer dispute. What account is it written off to? What is the description?

- The dispute is written off to 0531, customer satisfaction - The description is the actual reason for the write off.

underwriting steps for a 24 year old retail renter using a debit card

-3 contacts -employer -bills/pay stubs

proper channels to voice ethical concerns

-Managers -Ethics Committee -HR -1-800 Number -Ethics point

information needed to set up and request a direct bill through ARMS

-claim number -insurance -body shop

HOUSTON WAY

-excellence in service and sales -personal professionalism -self accountability -know the score -celebrate the wins

steps to the sales process

-introduction -fact finding -presentation -closing

when is not appropriate to close pend tickets

-payment

Benefits of being a emerald club member

-skip the lines -low miles -free upgrades -full tank -no sign

what is the VIP telephone number and for whom is it used?

1-800-VIP-ERAC it . is used for employees, family members, and corporate accounts

list 8 selling points that you would use when calling on adjuster/agent.

1. $9.99 WES 2. 18-20 years old rentals 3. ARMS 4. ESQI/customer service 5. Over 40 make/models 6. various locations 7. 48 hour theft wavier 8. 24 hour call service

how to control uninsured loses?

1. Checking In a Car Properly and Accurately 2. Keeping Rentals Up to Date on Contracts 3. Make Employees Drive Smaller Cars 4. Managing Parking Lot to Avoid Collisions

Conversion process steps:

1. Contact customer 2. Fill out worksheet 3. Make ARM's AWARE 4. Make risk manager aware

Core Ares of Our Business

1. Customer Service 2. Employee Development 3. Fleet Growth 4. Profitability

what is the procedure when finding a weapon or illegal substance in a vehicle

1. Do Not Touch - All Firearms should be treated as if they are Loaded - Weapon could have been Used in a Crime 2. Lock Vehicle and Secure Keys 3. Contact Law Enforcement 4. Notify Management and Regional Security Manager (RSM)

categories on the regional matrix

1. ESQI 2. DAY EARNED GROWTH 3. ECS 4. # OF TICKETS (75)

guidelines when renting to a 18-20 year old

1. Must be replacement rental (no retail) 2. Complete 18-20 application 3. Verbally verify insurance through agent or adjuster 4. $20 young driver fee 5. Up to FCAR only 6. Only spouse or parent can be listed as additional driver 7. Approved by Manager

Founding Values

1. Our Brands are the most Valuable thing we own 2. We Work Hard and Reward Hard Work 3. Customer Service is Our Way of Life 4. Great Things Will Happen When We Listen to our Customers and to Each Other 5. Our Company is a Fun and Friendly place Where Teamwork Rules 6. Our Doors are Open 7. We Strengthen our Communities One Neighborhood at a Time 8. Personal Honesty and Integrity are the Foundations of Our Success

Charge back

A Credit Card Company Denies the Charge coming through to them

buy back

A buy back car has a prior agreement with a company to be bought back at a given time or mileage

List the steps to the Cycle of service

A. Phone Call B. Pick Up C. Branch Arrival D. Renter contract E. To the car F. Callbacks/ Switch out G. Return of the car H. Invitation to return I. Completely Satisfied Customer

Importance of rewriting a contract

A. preventative maintenance B. insurance/DL are valid

list 4 ways you can meet an insurance adjustor.

A. rent them a car b. happy hour/take them to lunch c. callbacks d. body shop

when a renter approaches your counter, what five things can you do to help build trust prior to a sale?

A. smile. greet them at the door. B. shake their hand C. introduce yourself D. explain the rental process E. listen to the customers wants/ needs

what does B.O.S.S stand for

Branch Outside Sales System

5 ABSOULUTES

Clean cars at night Rental ready CARP/CONFIRM 100% 24 hour text 3 critical questions Drop calls/10% insurance pending tickets

Subrogation

Collecting Insurance Payout on a Claim from a 3rd party

Sales call

GAIN BUSINESS

calculate break even

IPC-OP= BE

***define income per car (Formula)

IPC= (Days earned %)(day in month)(ADR)+(NO) 1. Push Rate 2. Run Tight 3. Increase Package Sales

Comprehensive insurance

If your car gets damaged not moving (hail, keyed) -ACT OF GOD

list 4 branch specific revenue driven numbers located on the branch's BMI?

Income per car package sales average rate days earned

Liability insurance

Insurance that pays for bodily injury and property damage when you're at fault. -3 PARTY

how do book a family rental car

Myehtrip.com employee rental 800-847-3722

Customer Service Motto

Never over promise, and always over deliver. When the customer wins, we win.

Difference between OX and DX?

OX= Damage that occurs while car is Not On Rent DX= Damage that occurs while car is ON Rent If Vehicle is Stolen from a customer, it is deemed a DX

what does PAI/PEC cover

PAI contained in the policy provides renter and renter's passengers with accidental death, accident medical expenses and ambulance expense benefits. PEC contained in the policy insures the personal effects of the renter, additional drivers, or any members of the renter's immediate family who permanently resides in the renter's household and who is traveling with the renter against risks of loss or damage.

Most important aspect of our service to a body shop?

TIMELINESS - They value our pick up service and our efficiency.

Mission Statement

To be the best transportation service provider in the world, to exceed our customers expectations for service, quality and value, to provide our employees with a great place to work and to serve our communities as a committed corporate citizen

What is the main goal in providing exceptional customer service?

To ensure repeat business

LOFR

Vehicle that Needs: -Lube -Oil Change -Filter Change -Tire Rotation Goal <25

benefits of buy a car from enterprise car sales (4)

Vehicle/history authorization 12 month/12,000 miles warranty 7 day buyback policy no haggle pricing

How do we talk about our competitors?

WE DON'T

48 Hour Theft Waiver

We will write off the insurance company portion on any theft rental for 48 hours from the time of loss.

Conversion

When vehicle is overdue by customer and they have no intention to return car.

where do you deactivate a LOFR

You can Add/Remove the Hold Status via Unit Services

You pick up a customer who is late for an appointment. He wants a dirty car. What do you do?

You would ask the customer to wait inside and assure the customer it will take just 10-15 minutes while you service the car. You want the customer to make sure you are renting a car that is completely ready.

Deductible

a specified amount of money that the insured must pay before an insurance company will pay a claim

Name the 5 most critical areas in customer service

a. courtesy b. clean car c. well maintained car d. efficient service e. concern for customer and their needs

Take care of our ____________ and ___________ first, and ____________, and ___________ will follow. Jack Taylor

a. customers b. employees c. success d. profits

age to rent a 15- passenger van with a major credit card

a. renter must secure the van with a major credit card b. vehicle cannot be used for school functions below college level c. renter must be 25 d. sign van addendum e. vehicle cannot be driven in vicarious states

how can you look up the number of vehicles at your branch that needs a LOFR?

in Unit services you use option 14-5 and check maintenance pending. VMR-- RPM-- Maintenance & Repair

Fraud

intentional misrepresentation of facts by the renter

what is ONRAMP concierge and what is a QR code used for?

it gives rental customers access to a virtual travel guide as well as information about their rental vehicles make and model

why is sales such an important skill to develop for your career at enterprise?

it shows your ability to sell it proves you have quality customer service skills

members of the region compliance ethics committee

kelly scott nick hiedi

what do you do when you receive a customer request for a car equipped with hand controls?

let the customer know it will 48 hours to equip the vehicle. send the car to EE for Mobility Plus to place hand controls on the car

What do you do with unrented vehicle keys upon closing the branch

locked in time safe

what is a maintenance item that should be checked on each vehicle prior to renting

lofr fluids filled air pressure jack and spare

what is required in order to complete a priority pass? why is it important?

priority pass allows insurance companies or body shops to send enterprise an authorization for a rental replacement rental using ARMS. Requirements are valid information and telephone number.

Where do you find ESC report?

report web

RIBDOC

retail insurance body shop delership other corporate

what is the BOSS Marketing Grid used for?

to see how active we are with accounts and to see which accounts are new

how do you enter a sales/service call into BOSS?

you enter sales/service call in BOSS through the start- up page under account maintenance