GP42 MQI

What much does the additional driver fee cost?

$10/day

If the cashbox is off by how much money, you should notify your area manager?

$20

How much does a young driver fee cost?

$20/day

What is the amount of the security deposit for homecity?

$200 + cost of rental

Approximately how much do we spend on depreciation per month?

$340 (+/- $20-$30)

How much do we spend on interest per month for our vehicles?

$40

How much money do you get for an employee referral?

$500

How much does one point of occupancy change your IPC?

$9

How much is employee DW?

$9

How do you calculate net profit?

(Operating profit) + (Vehicle adjustment) = NP

How do you calculate operating profit?

(Total profit) - (breakeven) = OP

what score do you want on the employee development marker?

0

How many rentals can you have in your name at a single time?

1

In order for an employee referral to be considered, what 4 qualifications are needed?

1. 4 year degree 2. preferred 1 year of sales and customer service experience 3. able to work in US 4. competitive, motivated, team-player, energetic, leader

What are the bonus ESQI Priority Pass questions?

1. Did you receive expedited service? 2. Was your car clean and ready?

What are the 8 founding values?

1. Great things happen when we listen to our customers as well as each other 2. Our doors are always open 3. We work hard and reward hard work 4. Our brand is the most valuable thing we own 5. We strengthen our communities one neighborhood at a time 6. Personal honesty and integrity is the foundation of our success 7. Enterprise is a fun and friendly place to work 8. Customer service is a way of life

What are the different pieces to the group ESQI plan?

1. On a scale of 1-5, were you completely satisfied or completely dissatisfied? 2. Would you rent from us again?

What are the three tools you should have at every morning meeting printed out?

1. counter captain sheet 2. QB sheet 3. morning game plan sheet

What are the 4 core areas?

1. employee development - positive work environment, training 2. customer serivce 3. growth - red cars, yes mentality, occupancy 4. profitability - underwriting, sell protections and upgrades, drive IDR, use switch-out board

What are the 9 forbidden areas that constitute discrimination?

1. gender 2. age 3. sexual orientation 4. race 5. ethnicity 6. religion 7. disability 8. military affiliation 9. anything else applicable by law (such as political party affiliation or IQ)

What would be considered sexual harassment?

1. unwanted sexual advances 2. requests for sexual favors 3. other verbal, visual or physical conduct of sexual nature will not be tolerated

How can you increase inventory adjustment?

1. work pull lists agressively 2. maintain cars properly 3. fix cars immediately, not when activated 4. no damage once activated

What percentage does ERAC depreciate their vehicles at?

1.7%

If enterprise buys a car for $20,000 and we depreciate at 1.7% and keep the car for 10 months, what is the RBV?

1.7% = $340/month. ($340)(10 months) = $3,400. $20,000-$3,400=$16,600

How many vacation and choice time days do you get on your one year anniversary?

10 vacation and 7 choice time

In how many days should a pulled car be grounded?

2

How many ESQI calls are made for homecity branches?

25

How many hours are part time employees allowed to work before losing a point on the marker? (4 week average)

25

How would you hadle a customer who returned a smoked out vehicle?

3 critical questions

How much money does ERAC match for 401k?

3%

What is the maximum length of a rental?

30 days

How many E+ points do you need to earn one free rental day?

400

How many hours are full time employees allow to work before losing a point on the marker? (4 week average)

48

How many choice time days do you get in year one as a full time employee?

7

How many ESQI calls are made for airport?

75

Who can write the employee contract?

ABRM, BRM, or higher

What does ASAP stand for?

ASAP is for a strong close Apologize Sympathize Accept Provide a proactive solution

What type of vehicles can you rent at 25+?

Any as long as you qualify

What is direct cost?

Anything that keeps cars on the road. Tax, Tags, Insurance, Gas, Maintenance

When does the fiscal year start and end?

Aug 1 through July 31

What is included in operating expense?

BOATER Bad debt, OX's, Advertising, T&E, ESQI (customer satisfaction), Referral expense (ex: allegiant for referrals such as bundling airline and car)

What is it called when we lose a chargeback?

Backcharge

What is included in group overhead?

Building and personnel

What is the BEC?

Business Ethics Committee Ensures employees have an avenue to voice issues and concerns and ensure the group is living up to our founding values. Formed to take proactive measures regarding upholding our core values, investigate and take corrective measures in regards to compliance with policies, theft, dishonesty, harassment, discrimination.

What happens if a car is sent to remarketing with damage?

Car is placed back on branch's books and costs to repair is sent to branch

What is a chargeback?

Disputed charge

What kind of cars can you rent from 21-24 y/o?

ECAR-FCAR, CFAR-SFAR, MVAR

What is the difference between emerald club and enterprise plus?

Emerald club are VIP members that have their CC and DL on file with us so when they show up we only need a signature and check them in - speed is key. National has the best vehicles with low mileage. E+ is a points reward system that any customer over 21 can sign up for to earn non-expiring points towards free rental days.

What happens if an employee wants to upgrade on a personal rental?

Employee must pay for upgrade as designated in 2.0/odyssey regardless of availability

Who is the largest single company that purchases our cars?

Enterprise Car Sales

What does EEO stand for?

Equal employment opportunity

What is priority pass?

Expedite service. Get all info ahead of time. CARP. Get DL #

What is FMLA and what 6 things make you eligible?

Family Medical Leave Act - An employee must work 1 year for full timers and 1250 hours/year part time to be eligible for FMLA. It requires that empolyers provide 12 weeks of unpaid protective leave due to 1. pregnancy/child birth 2. to care for an immediate family member with serious health condition 3. for a serious health condition where the employee cannot perform their job 4. if a spouse receives active duty orders so employee can spend time with spouse before they leave 5. if employee needs to claim FMLA for someone that is not a spouse, they must have lived with that person for at least 1 year 6. an employee can earn short term disability after 2 years of employment where they can take medical leave and receive 100% of their paycheck

Where is Lee's salary expenses?

Group overhead

What are the 3 critical questions?

How was your overall experience with ERAC? Is there anything we could have done to make it better? What can I do to make it up to you?

What 5 things make up the employee development marker?

In an ideal world, the manager would 1. get all reviews done on time, 2. road maps and PDMs completed monthly, 3. have employee hours under control, 4. send MTs for skills test/MQI only when they are ready, 5. produce top performers.

What are debit card qualifications?

In-state license + green dot. If grey dot, need 2 utility bills within last 30 days and no past due balances, or 1 bill and 1 paystub with current address that matches DL, 3 references with relation and phone number, length of time at current residence, occupation, and length of service. Out of state license + green dot + return flight itinerary

What is IPC?

Income per car

When do we renew our vehicle tags each year?

June (cars, can be put on any car) December (truck, unit specific)

Who are the 5 members of BEC?

Kevin Moore, Andrea Cormier, Shannon Brown

Can an employee rent a discounted vehicle without purchasing DW?

No

Can you modify the employee rental contract?

No

Can you pay for a rental with cash?

No

Does enterprise rent wheelchair vehicles?

No

What is the cash box procedure?

Open CB, check interim CB, count and verify amounts, close CB

What are 4 ways to increase operating profit?

PUGS Proper trunk to trunk, Underwriting, Grow fleet by marketing, Sell protections and upgrades

What is personnel expense?

Paying employees

How can a chargeback be avoided?

Proper underwriting

What does RBV stand for?

Residual book value

What is included in branch overhead?

SPUR Supplies (janitorial and car cleaning), Phones, Utility, Rent

What is vehicle adjustment?

Sale gain on sold units

What does SOS stand for?

Show. Observe. Shape. Try to paint the big picture: ask questions, paint a picture/get a goal, outline steps, ask for the commitment.

Action steps on the PDM should be S.M.A.R.T. goals. What does this stand for?

Specific Measurable Action oriented Realistic Timely

Why is rental sourcing important?

Tells us where our business is coming from and how to handle the contract. Without proper sourcing, we don't get an adequate idea of where we need to be marketing.

What is a consolidated collector?

The branch that is assigned to the account collects payment

What is an owner collector?

The branch that wrote the ticket.

How much notice does enterprise need for ADA compliance?

The customer must give ERAC 48 hour notice. e must comply by getting a vehicle to our approved service centers where a licensed tech installs any ADA equipment.

What is the employee development tracker?

The tool measures how well managers are developing their employees.

What is the company mission statement?

To be the best transportation provider in the world while exceeding customer expectations for service and quality, to provide a great place for our employees to work, and to serve our communities as a committed corporate citizen.

What is the purpose of the branch goal board?

To gauge where we are for the month and what areas we need to improve on.

How do you calculate break even?

Total of all expenses

What is the purpose of a PDM?

Track progress through company and provide goals

Who are the department heads for: Truck Risk-Management HR Car sales Vehicle repair Group operations Payroll Remarketing Business rental

Truck: Mark Cornelius Risk: Gayle Pavek HR: Andrea Cormier Car sales: Ron Wang Vehicle repair: Dan Glover Group ops: Matt Weber Payroll: Cynthia Robertson Remarketing: Drew Akers Business: Bob Medina

What is washout?

True depreciation of unit. [(Purchase price - sales price) / months in service)] / purchase price If enterprise buys a car for $20,000 and we depreciate at 1.7% and keep the car for 10 months, we own it for $16,600. If we sell it for $18,300, the true depreciation is only .85%.

What is a risk car?

Unit bought out right from manufacturer. We take risk of what the unit is worth at the time of sale.

What is a buyback car?

Unit is bought from manufacturer with contract saying they will buy car back at predetermined price, time and mileage. Manufacturer assumes risk of car value at the time of sale.

Define priority pull

Unit pre-sold for higher price or unit with an expected drop in value

what are good ways to practice ethical upselling and upgrades?

Up-sell techniques include needs based selling. It is unethical to make a reservation if you know the customer will need a large car but put them in for a small car rate. When it comes to insurance, always maximize the rate. Fact find during prewriting the contract. Turn features into benefits.

What is VLF and how much is it?

Vehicle licensing fee. 66¢/day.

What is hold cost?

Washout in $ instead of % Cars should be rental ready when brought to remarketing. 1. clean 2. mechanically sound 3. good tires 4. no damage 5. no recalls If not, $500 is charged to the branch

Do employee rentals have to put down a security deposit?

Yes

Can we rent to a customer under 18 years of age?

Yes, but not on a retail ticket.

If a customer is 18-21 y/o, with a 100% bill to, can we rent to them?

Yes. Must verify fulling transferable comprehensive and collision coverage. Must fill out under 21 form.

How do you calculate DROP?

[(Days of the month) (rate) (occupancy/days earned percentage)] + Package 'net other'

Where can you book an employee rental?

myehtrip.com

What are 2 ways you can contact the BEC?

www.ethicspoint.com or 1-888-238-1483