RM

Question 1

List four things you can do to lower maintenance costs at your branch. Why is this important?

Answer 1

• Getting LOFRs done in a timely fashion
• Check fluid levels
• Check tires for proper air pressure and tread depth (replace if necessary)
• Only use shops authorized by Vehicle Repair department.
• Pull recalls immediately

This is important because customer safety in our vehicles is our number 1 priority. Not only does diligent vehicle maintenance promote the safest possible customer experience, it keeps our costs lower.

Question 2

How would you handle a customer that has tire damage ?

Answer 2

If only one tire is damaged, the responsibility does not fall on the customer. If there is any additional damage (2 or more wheels/undercarriage/rim), we write the DX on the appropriate customer. (Did deeper to see if it was the customers fault or if a third party was involved, if so, make sure to get police report, insurance info, etc.)

Question 3

How are maintenance costs accounted for and why?

Answer 3

Preventative maintenance: These costs are spread throughout the region to promote safety.

Non-preventative: If a branch did not do a LOFR and the engine blows, the full cost is expensed to the branch

Question 4

Is it OK for a customer to take a vehicle to one of our service providers?

Answer 4

No, customer service and liability exposure are the main reasons why this is not a valid option.

The only exceptions are corporate month or more rentals. It is important that preventative maintain effective is done and the final invoice is updated in unit services/odyssey

Question 5

What type of Unit Services non-rev movement is used when putting a car in the shop for :

• Maintenance
• Body /work

& why is this important?

Answer 5

Maintenance: MSM
Body Work: WSM

This is important because:

• it gives us an accurate in shop percentage
• it notifies the Vehicle Repair Department that the vehicle is in the shop

Question 6

What is the expectation for:

1) LOFR score
2) Recall Score

Answer 6

1) LOFR score: 20 or less

2) Recall score: 0

Question 7

Describe when you would take a vehicle to a dealership versus a service shop. Why? Give an example

Answer 7

You would take vehicle that needs warranty work to the appropriate dealership.

Any non-warranty work goes to a service shop.

We do this because it is the most cost effective way to handle these maintenance issues. Taking a vehicle to get an oil change at a dealership as opposed to one of our approved shops could potentially be a significantly higher cost. There would be no reason to take warranty work to a body shop when the dealership would do it for free.

Question 8

How & when do you check for proper tire tread depth? What are the minimum tread depths we allow on our vehicles? Why is this important?

Answer 8

Check after every rental returns & during the vehicle prep process.

We replace tires at 4/32nds or less.

We measure using a tired tread depth gauge.

This is important because customer safety is our number one priority.

Question 9

How do you handle a customer stating the vehicle has a mechanical/ safety issue?

Answer 9

I would apologize to the customer for the inconvenience and ask if the vehicle is safe for them to drive back to get switched out. If it isn’t, we would get the vehicle towed and switch them into a safe vehicle immediately. We would then bring the original vehicle to an approved service vendor as soon as possible.

Question 10

What do you do when a car returns from the body shop? How do you handle the situation if the repair work is poor? Why is this important?

Answer 10

When the car returns, check T.A.C.O (Texture of paint, Alignment of parts, Color match & Overspray.)

If the work is not acceptable, do not accept the vehicle! Politely inform the shop that they need to take the vehicle back and fix it. Inform the VR department. This is important because we need to hold our shops accountable when we are paying them to do a job properly.

Question 11

What type of mechanical repairs can a branch employee authorize? Who authorizes a PO and why?

Answer 11

The branch can authorize a LOFR and a tire repair.
Any and all mechanical repairs above a LOFR/one tire are authorized by the VR dept. This is to ensure that we are getting the correct price for the vehicle repair requested.

Question 12

How much of a deposit do we require on all rentals? Are there any exceptions?

Answer 12

We require the cost of the rental plus a $200 deposit.

The exception to this is DB and insurance replacement rentals. We take a $50 deposit.

Question 13

What are the qualifications for a debit card renter?

Answer 13

• Valid in state drivers license or lives within 50 miles of the branch
• debit card is in the renters name
• minimum 2 forms of contact (2 phone numbers, or 1 email and 1 phone number)
• document insurance and employer information
• vehicle size limited to: Full-size car or smaller, cargo vans, mini vans, small & large pickup trucks, Compact/Intermediate/Standard SUVs)
• renter must pay full amount of the rental plus $200 deposit
• Management approval requires on Renter Verification tab (user ID and PW) For launch pad input, type (your name) approved.
• repeat renter must qualify every time.

Question 14

What are the requirements if a customer with a debit card does not verify?

Answer 14

2 of these 3

• utility/cell phone bill. Name/address must match license. Past due balance of $100 or less on bills and must have been issued within the last 30 days.
• pay stub

-proof of fully transferable insurance (declaration page or call agent to verify)
———————————————————————-
-valid in state DL only

• debit card in their name
• minimum 2 forms of contact
• document employer information
• vehicle size limited to: ECAR-FCAR, CARGO VAN, MVAR, SPAR/PPAR, CFAR/IFAR/SFAR
• renter must pay total cost of the rental plus $200 advanced deposit
• management approval required for renter verification tab. For launchpad input-type (your name) approved in notes.
• repeat renters must qualify every time

Question 15

What are the retail no-credit card requirements for a customer who is under 25? Why is this important?

Answer 15

Same as 25 & up, plus:

• Comp/Collision & liability insurance that is fully transferable
• completed rental application
• charge 20 pd underage fee

This is important because underage customers are considered higher risk, taking these precautions reduce our exposure.

Question 16

Explain in full detail the “youthful driver program” (18-20 years old) Why?

Answer 16

1. Must be a verified replacement rental situation
2. Must have full comp/cool/liability insurance that is fully transferable, input information into insurance tab
3. Cannot sell DW/PAI/PEC/SLP/RAP
4. Up to a standard size car only
5. No retail deals
6. Must fill out the 18-20 year old driver application completely
7. Charge underage driver fee
8. Other normal qualifications apply

Question 17

WHat are the qualifications and/or restrictions for renting a 12-15 passenger van? Why is it important that the renter signs the addendum? What does the branch need to with the addendum at the time of then rental and at the end of the rental?

Answer 17

A. The renter must be at least 25 years of age with a major credit card in their name. The van cannot be used to transport children below the 12th grade for school related functions. Addendum must be signed and attached to the contract. Vans cannot be used to transport persons or property for hire and the van is not allowed to travel to canada or Mexico. They cannot remove the seats.
B. Renters signature shows that they have read the addendum and understand the restrictions, NHSCA advisory and other restrictions
C. Branch needs to fax signed addendum / contract to regional fax number designated for van addendums at the beginning of the rental, and send addendum with contract to xerox once the rental is closed.

Question 18

What procedures do you follow for adding additional drivers?

Answer 18

• Spouses automatically qualify and are exempt from additional driver fee
• All others must qualify on their own, including rental application, if additional driver does not have a credit card
• charge additional driver fee of $10 per day

Question 19

Properly underwrite a customer that wants to rent a LUX/prem/SUV? Does the customer need their own full coverage insurance?

Answer 19

• Must be 25 years or older
• Valid drivers license
• Minimum 2 forms of contact
• Must have valid major credit card in their name (debit not accepted for these car classes)
• Must pay cost of rentals plus $200 deposit

Question 20

What goes into your Loss Per Unit? What is your goal?

Answer 20

Subrogated Bad Debt (uncollectable DX’s) & Other losses (DW losses)

Goal: under $39 per car

Question 21

How do you handle a customer with an out-of-state drivers license? Why?

Answer 21

1. No debit/check/money order rentals. Credit card must swipe
2. Get local phone number or verify employment. Verify picture on DL
3. If the credit card does not swipe - do not rent the vehicle
4. Use the ID checking guide to confirm if the DL is valid
5. Use the fraud fighter to confirm DL & CC are valid

Question 22

In addition to underwriting, name three things you can do at your branch to lower your loss per unit?

Answer 22

1. Shop units immediately ( we cannot pursue payment without the shop estimate)
2. Have renter file a claim with their insurance company while they are in the office ( do not switch the customer into a vehicle unless this is done.)
3. Fill out and complete DX report properly. Include facts of loss, insurance information (when applicable), police report, accident information, claimant information, pictures, etc.
4. Keep a DX logbook in case DRU/ Risk Manager requires claim documents. Keep: DX/contract/addendums/bills & paystubs/ copy of insurance card for 6 months.
5. Send original closed contracts and addendums to xerox at least once a week so the DRU cab access if needed for claims related issues.

Question 23

What does a complete contract consist of? Why is this important?

Answer 23

• insurance information
• 2 forms of contact
• correct/updated address
• employer box completed
• correct deposit
• all proper signatures/initials
• complete addendums
• rates
• protection product pricing
• car condition (use ledger system)
• gas
• mileage

How does it impact ERAC?

1) This keeps ERAC free of any liability in the event of a legal issue, because having everything filled out properly with all essential information visible to the customer shows that we did our job properly. There should be nothing to imply that we were not fully transparent with the customer.
2) In the event of a conversion, we have a better chance of locating the renter
3) This provides documented proof that the customer signed off on rates, applicable coverage, and that the contract & policies were explained to them.

Question 24

Name all five categories of uninsured losses

Answer 24

1. Undocumented damage
2. Conversion losses/other
3. Employee Loss Physical Damage (OX)
4. Detectable Fraud Losses
5. Employee Loss Liability

Question 25

Name three things you can do to lower undocumented damages at your branch?

Answer 25

1. Perform trunk-to-trunk / roof-to-rocker inspections
2. Use the damage evaluator as definition of damage
3. Proper check in and check out procedures (customer must initial the condition agreed to box)
4. Use the ledger system (document damage in comment box)
5. Make sure branch has proper lighting to inspect the unit for damage
6. Clean car if too dirty to check in

Question 26

Name three warning signs of a conversion?

Answer 26

1. Not able to get in touch with the renter (bad phone number or number is now disconnected, no longer works with employer listed)
2. The credit/debit card is declining (unable to update deposit)
3. Customer no longer lives at the address listed on the rental agreement or other information the customer gave you is bad.

Question 27

When should you notify Branch/Area/Risk manager?

Answer 27

Branch managers should be aware prior to the renter being down money.

Area manager and Risk Manager should be notified when the rental is behind $100 or less.

Question 28

What steps should you take to find the vehicle/ renter?

Answer 28

Start Conversion worksheet and document all efforts in 2.0

1. Calls to home # and Work # (minimum of three calls - different times of the day)
2. Email customer
3. Calls to employer and references on Rental App if we have that information
4. Drive by’s (home and work) at different times of the day. Have the car towed if found- Follow group 15 repo plan. Never Get out of vehicle! Minimum of 3 drive-bys.
5. Check for prior rentals
6. Contact toll department

Question 29

What is a demand letter and why do we send it? Who sends it? When?

Answer 29

1. A demand letter is send to relieve Enterprise of potential liability and to establish a starting date with law enforcement of non-permissive use of the rental vehicle. This gives the renter 3 days to return the vehicle
2. Risk management sends it certified mail.
3. Risk management sends it as soon as the conversion worksheet is sent from the rental branch

Question 30

When do we report the car stolen?

Answer 30

The state statute requires that you wait three business days from the date the demand letter is sent.
Risk Management and RVP discuss and decide if it is time to make a formal report to the police department. (Branch is not to make formal report to pd until instructed to do so by risk/RVP).
The conversion worksheet must be filled out and completed, generally the certified mail must be “returned” before RVP/Risk will authorize the branch to report the unit as a conversion to the police.

once the car is officially deemed a conversion, close the rental contract. No further attempts to run cards, no altering rates, coverages, etc. Renter is officially on DNR.

Risk Manager confirms vehicle is listed as active on the hot sheet.

Branch’s continues recovery efforts until the vehicle is recovered/ returned.

Question 31

When does a converted car come off the books? What account is charged and how much? How does it affect your branch?

Answer 31

If the vehicle is not recovered: in 30 days after the unit is reported stolen, it is deleted at undamaged wholesale value, and the branch is expensed for the entire cost of the vehicle to uninsured loss (account #0557) in the month the unit is deleted. Car stays on branch’s books for 30 days & EOM

If the branch recovers the vehicle: Branch MUST notify Risk Manager immediately and the vehicle is not to be driven or rented until Risk Manager confirms vehicle has been cleared from the Hot Sheet and is OK to rent.

Question 32

How do you handle a “WARNING” that appears on the screen?

Answer 32

Before taking any action, confirm that the person in front of you is the same person that we have on customer warning.
If possible, call the person that put the customer warning on the screen for further information.
If issue/payment is resolved and you have approval from the Risk Manager/ Business Manager, remove the customer from DNR and rent the vehicle.

If no additional information is present, have the customer call the DNR hotline, otherwise, do not rent them the vehicle.

Question 33

Name 3 situations where there would be no limit to ERAC’s financial responsibility?

Answer 33

1. Negligent Entrustment
2. Negligent Maintenance
3. Employee accidents
4. False Arrest
5. Employee/Customer assault

Question 34

What is Negligent Entrustment?

Answer 34

Negligent Entrustment is knowingly renting a vehicle to someone we shouldn’t be.

Example: Customer who is under the influence of alcohol/illegal substances, Customer without a valid Drivers license, Customer who is on DNR and not cleared to rent, Customer who is under 18

Question 35

Why do we prefer that customers return the unit back to our branch? List four reasons.

Answer 35

1. ESQi mindfulness - This is our one final opportunity to resolve any potential issues or concerns with the customer. (Asking the 3 critical questions
2. This gives us the opportunity to identify any non-preexisting damages with the customer present & create a DX.
3. This minimizes the amount of close-pended tickets we have.
4. Eliminates any confusion regarding when and where the rental was returned which circumvents any future billing issues.
5. We do not have to expand the time and personnel to retrieve the vehicle.

Question 36

Risk Management Role Play: Handling the return of a damaged vehicle where the renter did not purchase damage waiver.

Answer 36

Key points for situation

• Ask customer “Do you know what happened here?”
• Do not place blame on the customer, fact find:
• If the customer states that “the damage was already there/ I don’t know where that came from”, refer to the contract they signed that clearly states the condition of the vehicle before it was in their possession, inform them that while we are not blaming them for the damage, they unfortunately are financially responsible per the contract.
• If the customer states that they were in an accident: ask the customer if they are okay to illustrate the fact that we first and foremost care about the customers well-being. Ask if a third party was involved or responsible. Be sure to get any police reports, insurance information for any parties involved, any document information recounted by the renter.
• Write DX and let them know DRU will contact them. Let them know that ultimately we have to get our car fixed.
• If the customer asks for a price quote for the damage, politely inform them that DRU will evaluate the damage, get the repair estimate, and contact them as soon as possible.

Question 37

Risk Management Role play: Customer drops your vehicle at a body shop on a Friday night & you find damage on Monday morning when checking in the vehicle.

Answer 37

• Don’t move the car. Talk to someone at the shop and see if anyone knows any information
• Take pictures of the damage
• Contact customer and ask if they know what happened (inform customer they are welcome to come visually asses the damage with you)
• Do DX over the phone
• Tell them DRU will contact them

-log in the DX logbook and fax documents to DRU

Question 38

Risk management role play: you have a customer come to rent who is blind and wants to authorize a surrogate driver

Answer 38

• Qualify the primary renter appropriately
• Surrogate driver must be over 21
• Surrogate Driver must have valid DL
• No need to verify surrogate driver
• No additional driver fee

Question 39

When is a vehicle rental ready

Answer 39

• Clean interior & exterior (vacuumed floors, inside wiped down, glass clean and visible, exterior clean and free of dirt, bugs, ect.)
• Free of any unpleasant odor
• No qualifying damage
• Wheels turned to the right to ensure tire tread is safe
• Glove compartment and center counsel open
• Radio is turned off
• Hard reset is completed

Question 40

Vehicle inspection for damage

Answer 40

Check trunk to trunk, roof to rocker
4 corner umpire stance, getting low to the ground to inspect rocker panel and undercarriage for damage that is less visible
Make sure car is clean enough to inspect
Make sure lighting is sufficient to see the car completely
Use damage evaluator and explain it to customer
ASK CUSTOMER TO JOIN YOU ON THE WALK AROUND