General Business Management - Administrative

Question 1

What are some of the major credit card terms & conditions that we have as part of our agreements with the credit card companies?

Answer 1

• Name of the renter must match name on the credit card
• We must handle the physical card
• When a MC declines, we cannot rerun for 24 hours
• When a Visa declines, we cannot rerun for the period of the rental

Question 2

What is a retrieval?

Answer 2

• When a credit card company requests additional information regarding a rental to verify charges to a customer
• When this occurs, we must send a copy of the contract and any callback notes

Question 3

What is a chargeback?

Answer 3

• The customer disputes the charge on their credit card, and the cc company takes the money back from us and credits the customer without notice

Question 4

How does a chargeback hit your branch?

Answer 4

Hits your bad debt at the end of the month in which the charge was made

Question 5

What is DNR and when do we place customers on it?

Answer 5

• Do Not Rent
• It is subject to the area manager’s approval, reasons may include money owed, inappropriate behavior, aggressive actions, etc

Question 6

When can we rent to someone on DNR?

Answer 6

When approved by RM or the area manager that put them on the list. Often this occurs when a customer pays an outstanding balance

Question 7

When and why do we send customers to collections?

Answer 7

We can send a customer to collections for any amount of money, usually it will get sent if the debt exceeds $100 but it’s at the discretion of the branch

Question 8

When is it appropriate to pend a ticket?

Answer 8

• Waiting for a direct bill or extension
• Car was dropped at a shop and condition needs to be checked
• When we need an RO/PO from a dealership or body shop

Question 9

Should a contract be pended due to a customer’s non-payment?

Answer 9

Never

Question 10

How soon after a contract is pended is it expected to be closed?

Answer 10

All pended tickets should be closed within a week of return. Never more than 10 days

Question 11

If the cashbox doesn’t balance, what steps do you take?

Answer 11

1. Recount the money
2. Check previous deposits
3. Check open/closed tickets
4. Check the cash log
5. Check for CHITS
6. Ask coworkers
7. Recount again
8. Account 0805 (force balance)

Question 12

If you have to use account 805, what do you do?

Answer 12

For an amount over $5, you must notify your area manager and inform them of when it went missing and who had access to the cash box at that time

Question 13

Why do we rewrite contracts after 30 days?

Answer 13

• To maintain our taxing structure, we must operate as a RENTAL business. Over 30 days is a lease
• We also rewrite to ensure that the renter still maintains control of the vehicle, the car is still in good condition, it is being maintained properly, and any damage is repaired in a timely manner

Question 14

What are car pool classes?

Answer 14

• Vehicles that depreciate at the same rate are in the same car pool class
• When remarketing sells a vehicle, profits are allocated based on these classes. The branch will be paid out based on the average number of vehicles in their fleet in a particular class over the last 12 months