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MQI
Study for Grill
| Term | Definition |
|---|---|
| 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
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