Busy. Please wait.
or

show password
Forgot Password?

Don't have an account?  Sign up 
or

Username is available taken
show password

why


Make sure to remember your password. If you forget it there is no way for StudyStack to send you a reset link. You would need to create a new account.
We do not share your email address with others. It is only used to allow you to reset your password. For details read our Privacy Policy and Terms of Service.


Already a StudyStack user? Log In

Reset Password
Enter the associated with your account, and we'll email you a link to reset your password.
Don't know
Know
remaining cards
Save
0:01
To flip the current card, click it or press the Spacebar key.  To move the current card to one of the three colored boxes, click on the box.  You may also press the UP ARROW key to move the card to the "Know" box, the DOWN ARROW key to move the card to the "Don't know" box, or the RIGHT ARROW key to move the card to the Remaining box.  You may also click on the card displayed in any of the three boxes to bring that card back to the center.

Pass complete!

"Know" box contains:
Time elapsed:
Retries:
restart all cards
share
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.

  Normal Size     Small Size show me how

MQI

Study for Grill

TermDefinition
4 CORE AREAS CUSTOMER SERVICE EMPLOYEE DEVELOPMENT FLEET GROWTH PROFITABILITY
7 STEPS 1. SMILE 2.HANDSHAKE, 3.USE YOUR NAME / CUSTOMER NAME 4. BUSINESS CARDS 5.GREET EVERY CUSTOMER WITHIN 5 FT 6. DO EVERYTHING WITH SINCERITY AND ENTHUSIASM, 7. 3 CIRITCAL QUESTIONS
MATRIX AIRPORT – COE, COV, FSO, SQI HC – RETAIL/INSURANCE SALES, I-RATE, ESQI, COLLECTIONS, RENTING %, LEADS
REGIONAL AWARDS EAA ( Exceptional Achievement Award) - beat corporate average in fleet , growth and profit ( March – February) Presidents Award – Above corporate average all core areas (Fiscal year)
REGIONAL ABSOLUTES ( CUSTOMER SERVICE ) 1. 7 STEPS 100% TIME 2. I Basics 3. PREPARATION FOR TOMORROW STARTS TODAY – RENTAL READY, SPECIALTIES 4. STAFFING/PEAK PLAN
REGIONAL ABSOLUTES ( SALES ) AWARENESS - RATE TRACKERS - SALES BOARD - MORNING HUDDLES EXPECTIONS & GOALS - Every employee is aware of expectations & goals - Rewards for above the goal
REGIONAL ABSOLUTES ( GROWTH ) - MARKETING, MARKETING WITH A MINIMUM OF 50 BOSS CALLS, PDM - RED CARS – 90% UNDER 20 MINS, 100% UNDER AN HOUR - *83/FLEXIBILITY ( YES MENTALITY )
REGIONAL ABSOLUTES ( EMPLOYEE DEVELOPMENT ) - PROPER TRAINING – Subway completion + Per Unit before T4 - MENTORS
I Basics 1. Seven steps consistently. 2. We will carefully explain the entire process to EVERY customer 3. All out of pocket expenses. 4 . callbacks 5. We will call every pended ticket to review charges and service BEFORE closing the ticket.
FOUNDING VALUES OPOCGWOW
RETENTION THE ABILITY TO KEEP AN EMPLOYEE ENGAGED AND STAY WITH THE COMPANY Work environment Work life balance Training Promotion
Factors of engagement (Retention) Different shifts: if an employee like where they work, they are more likely to stay
Constructive Criticism should be done in private; Positive reinforcement done in public
Mentoring and Branch Buddy System (HR) Mentor- an higher level employee you can go to for career advice or assistance Branch buddy - a new employee are pair with current employee to shoe them the ropes Employee Support Network- being able to talk to anyone in the company for assistance
BEST OF THE BEST –AIRPORT (HR) We send all our best employee there for money and service.
BENEFITS (HR) 401k – FIDELITY INVESTMENTS ABLE TO ENROLL THE FIRST DAY OF THE 3RD MONTH OF YOUR START DATE PROFIT SHARING – CORPORATE SHARES A % OF PROFITS WITH EMPLOYEES VESTING – % OF BENEFITS YOU’RE ABLE TO CLAIM FROM COMPANY 2 YEARS – 20% 6 YEARS+ 100%
HOURS ( HR) MANAING HOURS - PERSONEEL EXPENSE - WORK LIFE BALANCE CT – 9. 36/ HRS MEAL BREAK – WITHIN THE 6TH HOUR. - 6 HOUR = 30MINS – FULL DAY = 1 HOUR ETM ( BEST PRACTICE – EVERY DAY , HAVE EMPOLYEES MAKE CHANGES ,HOUR SUBMITTED MONDAY 12PM )
REVIEWS - what to do to conduct review? (HR) DONE ANNUALLY MUST SET DATE WITH EMPLOYEE TO REVIEW LET EMPOLYEE READ BEFORE SITTING DOWN MUST BE DONE IN PRIVATE MUST USE ALL OF THE TOOLS – WRITEUPS, LETTERS, RANKINGS, SQI SCORE
What makes a review complete? (HR) SIGNATURE FROM EMPLOYEE AND MANAGER EMPLOYEE INTIALS EVERY SECTION AND WRITES COMMENTS FUTURE AND PAST GOALS AND PERFORMANCE, SATISTICS MANAGER COMMENTS WITH NO BLANK SECTIONS SENT TO ADMIN - CHRISTINA GARAY
WORKERS COMP ( HR) ASSESS INJURY WRITE FIRST CLAIMS REPORT FIND LOCATIONS FOR INJURY TREATMENT GET CLEARED FROM DOCTOR TO RETURN TO WORK GIVE UPDATES TO MANAGER & HR
DIVERSITY & INCLUSION (HR) INCLUDING AND RESPECTING DIFFERENT CULTURES, RELIGIONS, ETHNICITIES, ETC ADDS VALUE TO OUR COMPANY HELPS US TO UNDERSTAND OUR CUSTOMERS AND EACH OTHER
Days Earned (BM) ACTUAL /POTENTIONAL
Income Per Car (BM) # Days in Month x Avg Rate x Avg Days Earned Percentage
FLEET GROWTH affects which expenses Personnel Branch Overhead
BREAKEVEN TOTAL OF ALL YOUR EXPENSES
OPERATING PROFIT TOTAL REV - BREAKEVEN
TOTAL REV IPC + NET OTHER
DEPRICATION 1.7% X VAULE OF VEHCILE
NET PROFIT MONEY FROM RENTING & SELLING
OPERATING EXPENSE UCCCRABOT UNINSURED LOSS CREDIT CARDS CAR WASH CUST SAT REFERRAL EXPENSE ADVERTISING OTHER T & E
OPERATING EXPENSE - WHICH ARE CONTROLLABLE ? BAD DEBT -DAILY CALLBACKS , PROPER UNDERWRITING, DX WRITING CUSTOMER SATISFACTIONS -DOING EVERYTHING RIGHT FROM THE BEGINNING, CALLBACKS, PROPER WORD PATH UNINSURED LOSS -PROPER TRUNK-TO-TRUNK -DAILY CALLBACKS , PROPER UNDERWRITING
GROSS COST MDTILCMF MAINTANICE DEPRECIATION TAXES & lICENSE INTEREST LIBILTY COMP & COLL MISC FUEL
GROSS COST - WHAT IS CONTROLLABLE? FUEL -PREPAID FUEL/COLLECTIONS -KEEPING GAS CARD SECURE, COMP/COLLISION -PROPER DX WRITING -PROPER UNDERWRITING -PROPER TRUNK TO TRUNK MISCALLANEOUS -DROP FEES --$200 FOR JFK
VEHICLE ADJUSTMENT ( FLIP) MONEY WE MAKE FROM SELLING CARS SALES PRICE - RBV - SELLING EXPENSE – ASSISTED SALES FEES ($225) = IA
TOLL PASSES Entire process. 3.95 per day. 19.75 MAX CHARGES 1 WEEK FROM RETURN OF RENTAL. CUSTOMER CAN USE THEIR OWN EZ PASS JUST KEEP OURS CLOSED. WILL NOT BE CHARGE A EXTRA FEE
RFS – RENTAL FINANCIAL SYSTEMS -Accounts receivable list -Bad debt estimation -Invoice search, adjustments resend or print invoice. -Closed ticket notes -Apply payments to close tickets -Cashbox – must be done daily (bank deposits also)
CREDIT CARDS DIP MUST TAK CREDIT AUT IN 30DAYS WAIT 24HRS AFTER DECLINE MUST BE IN RENTER NAME CONTRACT SIGNED
TAX EXEMPTIONS - CREDIT CARD WITH COMPANY NAME / CUSTOMER NAME - TAX EXEMPT FORM - BLUE CARD NO COPY / FORM - DIOPLMATS WITH TAX EXEMPT CARDS – USE CAR WITH/WITHOUT THE NAME OF ORG
ETHICS IF NOT SURE WHAT TO DO ASK MANGER BUSSINESS ETHICS COMMITTEE – MILIY , CHRISTINA, ANWAR ETHICS HOTLINE ON STARTUP PAGE
Who is the Manager of the Vehicle Repair Department? Mike Neglia
Name the Two XX Vehicle Repair Coordinators? Nick Posen Jerry Riselin
Name two ways the Repair department can help increase your branch profits? - Negotiates repairs with body shops -Helps maintain cars
What are the expectations for each item below and what ways can you meet expectations? LOFR score: 24 or lower for X Inspections: 0% Recalls score: 0%
What is the best way to prevent a blown engine? LOFR
How is a blown engine expensed? It hits the branch
How do you deactivate a LOFR/ Recall in Unit Services? Go to holds and quick search Select the LOFR hold to remove Write in the shop that performed the LOFR and your employee id
What is the program used to check your LOFR/RECALL scores? VRN or RPN
What is required before you send a DX/OX to the shop for repairs? 705 screen and write down the DX number
What is PDR and how do utilize it? Paint-less dent removal Send picture to Neglia or Nelson and they will send a guy to make the repairs
What is the Service Center? Who manages it and what type of repairs can we send them? - The make repairs to OUR vehicles. - Anthony Catronia manages the service centers at both JFK and LaGuardia
What THINGS need to be on a TOW email? The 20 Screen Location of the car AND the keys Copy E&L Towing Get the name of the officer involved or POLICE report # Email VR Department (Vehicle Recovery) ALL 2 NICK POSEN. MIKE NEGLIA AND JERRY RESLIN VOCHER # VECHILE INFO ( VIN/UNIT/LP)
TRUNK TO TRUNK EXPLAIN DAMAGE EVALUATOR ENGAGE IN WALK AROUND WITH CUSTOMER START AT TRUNK, CHECK FOR SPARE BEND AND SQUAT AT EVERY CORNER CHECK MIRRORS CHECK WINDSHEILD CHECK TIRES CHECK HOOD CHECK ROOF CHECK INTERIOR CLOSE TRUNK
UNDERAGE FEE 18-20: $64.50/DAY 21-24: $24/50/DAY
SECONDARY SCREENING RETAIL / DEALERSHIP/ WALK IN – NO RESERVATION 1-3 DAYS / DW+ SLP WITH OUT BEING ASKED / DEBIT
DRU VS ELCO DRU – DAMAGE RECOVERY UNIT HANDLES DX CLAIMS TO OUR CARS ELCO – THRID PARTY CLAIMS
WHAT MAKES A PROPER DX WRITING MA & ABOVE CAN WRITE IT (DONE ON launch PAD) KEYS INSURNACE INFO THRID PARTY INFO SIGNATURE FACTS OF LOSS INJURIES (1ST AND 3RD PARTY) INSURANCE POLICY # IF DID NOT HAVE DW POLICE REPORT SENT TO DRU
PROCEDURE OF DEFECTS GROUND THE CAR CALL ANITA WRITE DX
EXPLAIN DAMAGE EVAULATOR
DX FOR ONE WAYS *** ONE WAY FROM OUT OF GROUP DAMAGE DX TO CUSTOMER *** *** WITHIN GROUP OX THE REGION / BRANCH ***
PREVENT DX DISPUSTS IS IT PDRABLE ? COULD IT HAVE BEEN MISSED? IS IT MINOR? WRITE DX – DO NOT PERSUE
CONVERSION PROCESS $200+, 30 DAY, PRE-NOT WAIT 24 HOURS FOR CUSTOMER TO RESPOND CONVERSION PACKET FROM ANITA, DEMAND LETTER 3 DAYS FOR RESPONSE NO RESPONSE, CLOSE, WRITE DX, STOP PAYMENTS UNAUTHORIZED USE LETTER W/ANWAR SIGN REPORT TO POLICE
UNLIMITED EXPOSURE NEGELCT ENTRUSTMENT NEGELCT MAINTIANACE
VEHICLE AQUISITON – STEVEN KARMEMTES Responsible for moving cars for the region. (all require non-revs) Branch to branch NCS UCS Remarketing deliveries
HAND CONTROL RESERVATIONS Any reservations for hand controls must be made using the 1-800 number (HUB)
LP HOLDS PROCEDURE Check if FOR ACUTAL EXPRIED PLATES /REGGIES. REQUEST NEW PLATE/ REGGIE DO NOT RENT CAR OR MOVE CAR, GROUND CAR. PUT PLATES AND REGON CAR UPDATE INFO
BUSINESS RENTAL DEPARTMENT CORPORATE ACCOUNTS
(BRSE) REPORTING 698 Report – # days the corporate account has renteD, DONE MONTHLY 500 Report - Spends $500 a month Any account under $500 isn’t making us money while anyone over $500 is Call the accounts under $500 and ask if we need to renegotiate our rates or chang
Loyalty Programs ( brse) Overall company purpose/value of having a loyalty program as well as the specific value to a business-rental customer Enterprise Plus Free to join No strings Discounts Put payment on odysse
Emerald Club (National) (brse) They have the isle Nice cars for Emerald Club More Upgrades
Enterprise Plus vs. Emerald Club When should a customer choose one over the other
Leads (BRSE) How to get them Ask EVERY customers if they’re renting for work or leisure Branch & employee expectations 2 / month “quality” corporate lead 200 rental day or $12,000 commitment Where to send them Survey Monkey link
BCAM Program (BRSE) BCAM - Branch Corporate Account Manager – Usually Assistant Manager Explain the role of the BCAM Manager BOSS calls Marketing, Leads, New Business Maintains accounts Explain the BCAM matrix Corporate Boss calls Leads/Ticket percentage
BRSE - MARKETING Which companies to market to Transportation based companies (i.e. food delivery, etc.)
BRSE - MARKETING Which titles/roles within a company to focus your marketing on & why In charge of travel, CEO, decision maker, admin, HR
BRSE - MARKETING 5 Steps of a Sales Call Intro Fact Finding Presentation Close Follow-up
BRSE - MARKETING Top fact-finding questions to ask on a call How much do they spend on mileage reimbursement? Do they use a competitor? How many days to they rent annually?
BRSE - MARKETING Mileage Reimbursement - what that means and how to use it as an opportunity for us to increase referrals $0.59/mile: cheaper if further
BRSE - MARKETING Where to document the results of your call and the proper formatting for it (& why) We document boss calls on account maintenance Proper formatting Is Intro, Fact Find, Presentation, and Close Structure info on how to generate business
BRSE - MARKETING What is considered a “quality” BOSS call Filling in the form Making sure you set yourself up for a follow-up
BRSE - MARKETING Who to reach out to for assistance? Business Rental Manager
BRSE - MARKETING Proficiency – a way to measure if a Corporate Account is bringing in enough business
BRSE - Corporate Accounts Selling points of having a corporate account We have a larger fleet - more car options and always having cars We have more locations than our competitors which means you don’t have to travel far to find us We can negotiate better rates than our competitors We can provide better service
BRSE - Corporate Accounts Explain different rate options We have discounted rates based on cars and larger fleet
BRSE - Corporate Accounts Explain different insurance options We can include insurance on accounts so that you spend less
BRSE - Corporate Accounts Special terms & conditions
BRSE - Corporate Accounts Why Emerald Club? Emerald Club benefits Midsize cars No lines Corporate account built in Executive – Full size and up for same price in aisle Executive Elite – earn more days faster, guaranteed car,
Chargebacks Force charges Direct bills
What are the 4 uninsured losses ? Employee loss Employee liability Undocumented Conversions
How do you control uninsured loss ? Employ loss /liability -less expensive cars for ride backs , safe driving , making sure the lot is secure of any hazardous areas Undocs- proper trunk to trunk , Conversions - proper underwriting , start the conversion process ASAP , callbacks
How to control fuel cost ? Prepaid fuel / collection Securing gas card
How to control coll & comp ? COMP/COLLISION -PROPER DX WRITING -PROPER UNDERWRITING -PROPER TRUNK TO TRUNK
How to control misc ? MISCELLANEOUS -DROP FEES -$200 FOR JFK
Customer & internal Rate , hours , upgrades , under age fees , child seats
Net other ? Coverage , gps, xm radio
Is it pdrable? Could it have be missed ? Is it minor ?
Reserves ? Money we set aside for dx claims underwriting Dx writing 12 month rolling avg. + 10 % couhion
Avg rate goes up by 1& 28 per car
De goes up by 1 % 14 per car
Created by: Ahanna217