DR Flashcards
What do you feel are the responsibilities of a Management Assistant & how would it change from your present responsibilities?
-You have MTs looking up to you so you need to realize that they will need help with training, motivation, and sales techniques. It is your job to help MTs improve their sales and show them that now instead of being focused on your personal sales you are focused on the success of the branch.
Leadership: An MA needs to takes initiative and realize that they have more responsibility and authority than previously had. Lead by example.
What is your branch/area/region ESQi
Branch - 76
Area- 84
Region - 85
What is your current branches & regions ESQI goal?
86 +
What does our mission statement say about our customer service?
To exceed our customer’s expectations for service, quality, and value.
What are the 3 major factors in excellent ESQi?
Clean cars
Timeliness of transaction
Courteous and Professional Employees
Which of those three factors has the largest impact on ESQi and why?
Courteous and professional employees. Employees are the face of the company and the brand. The have the largest impact on customer’s ultimate impression of the organization. Employees have the power to solve any issue or concern the customer has.
What is the difference between a completely satisfied customer and a somewhat satisfied customer?
Completely satisfied: We did everything we could for that customer. Went above and beyond by doing things like opening the door or trunk, carrying their luggage, giving directions, telling them places to eat in the area, sights to see, held a conversation with them.
Somewhat satisfied: We just went through the motions with them and they felt like we were only getting them into the car because we have to.
What are the steps in the cycle of service
- telephone
- pick-up
- branch arrival
- rental contract
- to the car
- callbacks
- vehicle return
- invitation to return
What steps can you take in the callback phase to improve ESQi
Calling customers at least a day into their rental to make sure they are happy with their assigned vehicle, clarify any questions they may have,
List and explain the 3 critical questions that should be asked at the closing of each rental.
1) How was everything with our service?
2) Was there anything we could have done better?
3) If so, what?
a. If yes: What can we do to resolve the situation?
b. If no: Invitation to return/make future reservation.
what is the management plan in place for peak period operations? Who assumes the roles?
Counter QB: Organizational tool used for steady flow that is
assumed by the Branch or Assistant Manager. A good manager as
opposed to a bad manager would make sure that each employee is
using their best strengths to make the operation run as efficiently
as possible (best seller is writing contracts, best with ESQi is
returning cars, etc.)
how is the esqi score generated?
An outside company calls 25 customers per branch per month, and the
score is determined based on the % of CSs. Branches are then ranked on a
16
3, 6, and 12 month rolling average (regions and areas get 1 month
average).
role play: no cars on the lot
Call to CARP customers before their reservation and see if
they would be able to push back their reservation. See if you can deliver car.
Assure them that you are looking for cars and you will get them into one as soon
as possible.
role play: product dispute
Check to see if the contract had any notes about the protection.
Listen to what the customer has to say. Resell protection products and if they are
adamant that they did not want the protection, wave it by writing off the coverage.
Ask the critical questions and be sure the customer is leaving completely satisfied.
Customer is upset over a toll violation:
Unfortunately the toll violations team is
separate from the branches but give the customer the toll violation number and
inform them they have 7 days to pay before they get charged per toll and the
service. Before the customer leaves tell them to reach out if they have continued
problems and ask the critical questions.
What is the expectation and goal for Revenue Growth at your branch?
5% expectation 7% goal
What four things can you impact to drive revenue?
Sell up—awareness of branch ADR goals
Sell more Products
Days Earned%
Collect for miles, add’l driver fee, hours, under age driver fee, etc.
at your branch, what is your
Total Income
Net Other
Overall ADR, IDR
GET STATEMENT**
What is your expectation for Operating Profit at your branch?
$170 per car
What are your current power number? What is your current Additional Revenue? What is
the minimum expectation for these areas? What are you currently doing to ensure you make expectations?
get dat answer
How would you train, motivate, and develop your employees with regard to sales? How would you hold
employees accountable for their performance?
-lead by example, personally selling at a high level
-Shadow employees to see what can be improved upon
-Role play during morning meetings
-Branch/area trainings
-Track sales with a goal board daily; establish awareness for goals vs.
actual performance (set expectations for power number and send office
updates)
-Motivate employees by having contests, flexes, free lunches, etc.
Describe three plans that you could put in place as an Assistant Manager to help drive C&I
- Morning meeting to establish awareness for goals vs actual performance (Goal Boards- BMI,
Sales Comparison) - Counter Manager plan (Mgr running front with Counter Manager Macro)
- Track rates at 10/2/4 to let the team know where they stand
- Audit contracts daily to ensure proper rate mgmt on all rates, (i.e. proper rates on ARMS®
tickets - Sell up line/Sell up friendly lot structure; employees walking the lot every time
Describe three plans that you could put in place as an Assistant Manager to help drive Net Other.
- Manager/Assistant lead by example, personally selling at a high level
- Follow up after each rental ticket with employee and recognize with team
- Role play during morning meetings
- Protection product stats updated on goal board daily; establish awareness for goals vs actual
performance - The 4 E’s
- Educate the customer
1) No packages, no bundling, explain individually
- Explain the benefits of each product
1) Product Knowledge – use fact sheets
-Extend the offer to take (with the LaunchPad)
1) Offer a menu of items transparently, show the customer the
LaunchPad, have them check off the items they want
-Every product, every customer, every time
With respect to C&I and Net Other plans above, which of those plans could you personally help improve?
I feel I would personally be best suited to impact Net Other through my employees by role playing sales situations.
If a customer returns a vehicle with a balance of $75 and cannot pay, how long do you keep that ticket pended?
You cannot pend a ticket for payment. You close the ticket and force-charge the card on file.
How does a pended ticket affect esqi?
One point drop per day
When is a branch allowed to pend a ticket?
Car has been returned and you are awaiting an authorization or extension from an insurance
company, car was dropped at a dealership (should be picked up and closed w/in 24 hours), car
returned and waiting for RO/PO from dealership
When is it acceptable to pre-write a ticket?
Contracts can only be pre-written for a corporate customer, fixed base operation, Priority Passed
customers or a concessionaire agreement. The contract must be unit pended.
What is the Day’s Earned % expectation at your branch and why?
94% based on the flow of business, this is the target to ensure you maximize revenue and
gives the branch the comfort level to remain aggressive and say yes. In addition, this optimizes fleet
utilization and lowers Direct Costs (specifically Depreciation and Interest).
Explain how Day’s Earned % actually creates and impacts revenue?
- 1% increase in DE increases revenue by $8-$10 per car
-The stronger your DE percentage is, the lower your costs will be for the
income generated
What is the difference between Day’s earned and Day’s earned percentage?
-Days Earned: how many days each car is on rent in your fleet = the
average number of days the branch was paid on the units each month
-Days Earned % (Occupancy): how well we utilize our fleet = average
utilization of fleet per month
Describe five plans that you could put in place as an Assistant Manager to help improve poor/low Day’s
Earned performance.
- Don’t keep cars on the lot for “potential” deals, solicit other branches to take cars that your
branch cannot rent/does not need, offer to drive the car to the gaining branch, etc”. - Get accounts and frequent renters to make reservations
- C.A.R.P reservations
- YES mentality. Aggressive on the phones!
- Last car policy
- Work Pull List and follow a UCS Plan (captain in place, 48 hr expectation)
- ARMS reservation aggressiveness
- 5-Day marketing plan supported by a sound PDM program & Target Accounts
also
1) Branch awareness
2) Aggressive with rates
3) BOSS calls and marketing (saturate the marketplace)
4) Identifying accounts with opportunity (what accounts are
backwards with referrals?)
What is your branch/regional expectation for Day’s Earned Growth?
5 percent or corporate average, whichever is higher.
Explain the benefits of transferring reservations to CAP
- We are utilizing a service that we pay for
- Allows more face time with customers in the branch as opposed to spending unneeded time on the phone
What is the proper phone greeting? List 4 ways your branch can capitalize on every call and ensure
growth through proper phone handling.
Answer within 2 rings Ask how they heard about us and their reason for renting so we know what rates to quote Ask the customer’s name Offer immediate pick up Quote off of 2.0 UM rates Ask for the reservation Handle objections, aggressively pursue the reservation Qualify the renter
Please explain the Priority Pass plan.
The Enterprise® Priority Pass program is designed to enhance the service provided to our
insurance partners and their customers. The goal of this program is to provide exceptional,
expedited service to the customer by fully explaining the rental process ahead of time, completing
the reservation to decrease the time the customer spends in the rental branch and reinforcing the
Enterprise Rent-A-Car pick-up service.
What does a reservation need to be considered Priority Passed?
Referral source and contact Renter’s first and last name Address, City, State, and Zip Code At least one phone number Pick up date and time Pick up method Return date Rate source and rate plan Billing cycle Rental type Car Class reserved Car Class to charge Priority pass must appear in “Preferences” box Vehicle year Vehicle make or model Shop name
What is an acceptable PP percentage?
90% in under 20 minutes
What are the benefits of a reservation being Rental Ready
- Less time the customer has to spend at the counter
- Quick and easy transaction
What are the expectations for Rental Ready reservations?
100%
In addition to the above, what do you need to ensure an insurance rental is rental ready?
- rate source
- claim number
- claimant/insured
- body shop
- make, model, & year of the car
- contact customer and establish date rental is needed and if they need a pickup (if applicable)
What does a Region/Group need to win an EAA?
Nominees must qualify on all 5 criteria to be eligible for the award: - Capture – office average or above - Closure – office average or above - AHT – office average or above - Retention – office average or above -SQi – office average or above
4) Region/group must have 3 things above corporate average:
a. ESQi
b. DE growth
c. Net Profit
What does a Region/Group need to win a President’s Award?
Region/group must have 3 things above corporate average:
a. ESQi
b. DE growth
c. Net Profit
24
+ Philanthropic efforts and no lawsuits
What are the four core areas of the business and how are they measured?
Customer Service (esqi)
Employee
Development(retention)
Growth (DE)
Profitability(OP)
What is the expectation for calling on “Red Cars” and why?
80% under 20 minutes and 100% within the hour
What is the purpose of Group 15’s Rental Management Department?
Grow the business
Establish better account relationships
Create better efficiencies through technology
Assist rental branches with Rental Management
Training
What is B.O.S.S. and explain how you can use the program to impact your branches outside sales efforts?
Branch Outside Sales System
Provides documentation for a better understanding of the branch accounts
Build better relationships with accounts
Accountability for employees
What is ARMS® Automotive and provide two benefits to the shop and to the rental branch?
Allows body shops to provide vehicle status updates to Enterprise and insurance companies via the
internet. All information can be entered at body shop’s convenience - when they have time to do it.
Eliminates multiple phone calls from Enterprise and insurance adjustors. Information is shared
with insurance companies and Enterprise thus reducing phone calls.
Over the past few years the functionality of ARMS® Automotive has expanded to now include what
additional tools? Explain the benefit of each.
Create Reservation
Customer/Text Notification
LOR or Shop Reporting
Stop-Button
What does ARMS® stand for and name all the products we now have available?
Automated Rental Management System
ARMS® Web used by insurance companies and dealerships
ARMS® Automotive used by body shops
ARMS® DataMart Reporting used by insurance companies
ARMS® Data Manager was developed to increase shop efficiency by providing automated labor
hour communication between the shop, insurance adjustors, and Enterprise. It collects and reports
only relevant estimating data for the purposes of rental management.
What are the two main benefits of Rental Reimbursement to an agent?
Increased policyholder satisfaction
Long-term policyholder retention
Can you describe the functionality that ARMS® Web provides insurance companies and dealerships?
Create Reservation Manage Action Items Authorize Direct Bill Request Extend Rental Reporting Invoicing
What points would you share about Enterprise to separate us from our competition?
Locations…offices are located less than a mile, on average, from most U.S. car dealerships and
collision centers.
Our Employees…we have the best employees in the rental industry empowered to provide top-
notch service
Customer Service…our goal to exceed every customer’s expectation and only rental company to
develop a program to report on completely satisfied customers.
Technology….our ARMS® application makes the rental process easier, faster and more efficient
for our partners.
Universal fleet…with Enterprise, National, and Alamo under the same company we have access to
more cars than any other rental company.
What is the purpose of the Branch Mailbox?
The Branch mailbox allows emails to be handled by many employees and to improve the timeliness
of email responses. It should create communication efficiencies by providing a central email
address to receive and respond to customer feedback, concerns, and customer reservation
information. Providing an effective tool for reducing branch-to-branch phone calls for dropped
cars, close pends, last days, and receivable updates.
What is B.O.S.S. and explain how you can use the program to impact your branches outside sales efforts?
Branch Outside Sales System
Provides documentation for a better understanding of the branch accounts
Build better relationships with accounts
Accountability for employees
What report shows how much income an account generated at a branch in any given month?
Business Rental Closed Ticket Analysis
What is the Enterprise Holdings “Total Transportation Solution”?
We offer an all-encompassing travel and transportation service for any of you vehicular needs. Enterprise Rent-A-Car Enterprise Fleet Management Enterprise Car Sales Enterprise Commercial Truck Alamo Rent-A-Car National Car Rental
Explain how our 3 brands differ in comparison and which niche markets each brand targets
predominantly.
National: road warriors / corporate rentals
Alamo: leisure brand (family / vacation)
ERAC: weekend, insurance, dealership, vacation, and corporate rentals
If you see an account number beginning with GA# or DB, what does that mean?
GA: a ghost account, meaning there is a credit card on file and you do not
need the customer’s CC.
DB: a direct bill, we will send a bill to the account, usually still needs a
credit card for a deposit (insurance companies, etc.).
Emerald Club versus E-plus
Emerald Club is offered through National and is catered more for the
business renter; E-plus is through Enterprise.
Emerald Club members can get points at both Enterprise and
National, but E-plus members can only get points at Enterprise.
Emerald club is recognized at ERAC, but customers do not skip
the counter and will receive traditional ERAC counter service.
How to identify membership level on 2.0
a. Circle – Signature
b. Square – Executive
c. Diamond – Business
d. Plus – Plus
e. Triangle – Emerald Club
f. Star – Emerald Club VIP
if your branch has a reservation for an emerald club VIP, what should you do?
If your branch has a reservation for an Emerald
Club VIP – Deliver the car to the customer, have
paperwork pre-written, give customer free upgrade
to the nicest car available, recognize the customer
as a VIP, use the company name, thank them for the
business, etc. Understand that we need to exceed the
expectations for this customer.
The GARS fee is added to all Government rentals. What does GARS stand for?
Government Administrative Rate Supplement.
If an account continues to want deliveries to their place of business, what does the Business Rental
department need to have on file for this account?
Signature on File Agreement.
What are the qualifications to send in a lead for a corporate account?
$1500 total spent in a quarter (3 consecutive months), no home based business or one individual
renter.
What is a Concessionaire Agreement?
It is an agreement that allows Enterprise to leave keys and contracts with an account
and relieves us from liability.
What is an FBO? Describe, in detail, how FBO’s have the ability to impact our business to the positive
and what role Corporate plays in the development and maintenance of accounts associated with FBO’s.
Deal with a company where we can drop them off cars and it removes us
from liability.
Special programs for companies at airports where they can go straight
from their jet to the car without having to come into the office.
Impacts ERAC positively by not only are they a constant stream of
revenue but are mainly used for higher ups of companies where giving
great service produces good word of mouth.
Corporate has the job of determining which companies qualify as FBOs as
well as aiding in their maintenance.
What is an inactive account? What is the path to find the Rental Days Report? How can an
account be active again?
Inactive account: No rental days in prior three month.
Path for inactive report: Intranet, North America, Group 15, Group 15 Main, Business Rental
Program folder, Rental Days Report
Account can be active again when they rent anywhere.
How can you increase the amount of business rentals at your branch?
Send qualified leads, give excellent customer service to current customers, sales calls to existing
corporate accounts, working with BRSE to close more accounts, etc
role play: Special instructions are not being followed:
Company only wants their
employees driving ICARS or smaller because it’s cheaper to fix but we give them
SUVs. They call us to say we have it in our agreement that they only rent ICARs
or smaller and asks why we are giving them bigger cars
Say sorry and make sure to have those specific cars on lot for when those
customers come in.
Many corporate accounts have specific rules with us that have been
previously negotiated so we need to follow those.
Where does Car Sales get the vehicles they sell?
Most come from rental and fleet management, around 15% come from auctions
How does Car Sales affect vehicle adjustment?
Car Sales is our largest customer for wholesale vehicles. With continued growth in car sales and our
ability to sell more wholesale units, it gives us the opportunity to cycle our fleet correctly. This in turn
will give us the best chance for larger vehicle adjustment. It also increases the overall profitability for
the company with vehicle adjustment for car rental and increased profits for car sales.
What is your monthly lead expectation for your branch? Per employee? As an Assistant
Manager, how would you drive that?
10/month per employee
How would you react if a renter asks, “Can I buy this one?”
Response-this particular vehicle is not currently for sale, but our sales dept would have
vehicles very similar in options and mileage. Each one goes through a 109 point
inspection and has a 12month/12,000 mile limited powertrain warranty included with the
vehicle.
What are the benefits to Enterprise employees of selling a car?
1 Matrix point for each lead
10 Matrix points for sale and a $100 bonus
$1,000 off price for employees and family purchasing a car
List and explain 3 benefits of the Enterprise program.
1-No haggle pricing (The price you see is the price you pay)
2- Vehicle certification (Each vehicle goes through a rigorous 109 point inspection)
3- 7 day repurchase agreement (if you change your mind within 7 days or 1,000 miles we will buy it
back)
4- 12/12 limited powertrain warranty (every vehicle is backed with a 12 month/12,000 mile limited
powertrain warranty)
5- Free Carfax (available for every vehicle we sell)
6- Trade-ins welcome (we accept trade ins)
How does the Remarketing Department accomplish the main goal to keep real depreciation as low as
possible? 1 point
Proper cycling of our fleet. Pulling deletes based on the highest market drop and selling
wholesale units at the highest market price.
Where do we sell a majority of our vehicles?
new car dealerships
Explain inventory adjustment.
The difference between wholesale value and depreciated value
What is the difference between Reduced Book Value, Wholesale Value, and the Retail Value of our cars?
Which is the highest?
RBV: RBV is unit cost minus total accumulated depreciation (Cost of unit less .017% for
each month in service.
Wholesale Value: What dealers are willing to pay for a unitto put in their inventory. There are
many factors, including supply and demand and seasonality.
Retail Value: Average Value that similar units are being sold for in fully reconditioned
state. Value a private individual will pay a dealer for a car.
Do we pull cars when the net depreciation is the highest or lowest? How is this number influenced?
Lowest. Determined by the vehicles in the rental fleet that will
have the highest wholesale drop in value measured over 3 months.
What are you plans to help your office improve inventory adjustment?
Train employees on proper check in, utilizing the damage evaluator.
Keep cars clean and turn in to Remarketing free of body damage
Aggressively work your pull list.Expectationforgroundingactivated units is 48 hours.
Develop strong relationships with your dealerships and give them good service.
Accurately record mileage and manage re-writes correctly.
Grow!!!-this is the most important. This enables our Remarketing team to keep our fleet on cycle
and pull the right cars all year long.
Name the 5 most often missed areas of damage on our cars.
Windshield, rocker panels, wheel damage, roof and missing spares.
What are the two most significant depreciating factors?
Miles and condition
