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MQI- Rental Mngmt
| Question | Answer |
|---|---|
| What are the four core areas? | Employee Development, ESQI, Growth, OP |
| What are the 4 C's? | Clean Cars, Customer Contact, Customer Calls, Critical Questions |
| What is the SQI when an employee's name is mentioned? | 86% |
| Most important things to speed up transactions? | Pre-clean cars, Rental Ready, Use the launchpad for the entire transaction |
| what are the 4 steps to having a great sales culture? | Morning huddles, coaching every ticket, role plays, lead by example |
| What are the 4 critical questions? | 1. Do you have any personal items still in the vehicle that you need to retrieve such as cell phones, sunglasses, or firearms? 2. How was our service? 3. What could we have done to be better? 4. What Can I do to make it up to you? |
| What are the 3 steps for problem resolution? | 1. Patiently Listen 2. Empathetically Assure (Apologize) 3. Save the Experience |
| Why is it important to know your sales numbers all day, every day? | 1. To see what areas, you need to work on 2. Managers above you will always ask "Do you know where you fell last month on the matrix?" |
| What are some ways as a manager to grow your pay plan? | 1. Drive revenue 2. Reduce break even 3. Days earned growth |
| Why it is important to sell as a Manager? | 1. lead by example 2. helps your IPC 3. If you're not the leading salesperson in your branch, how can you push others to be better 4. BRM's have to perform too, the sales aspect never stops as you promote |
| What are three tips or tools you can use to help sell better? | 1. use the phrase, "every product, every customer, everytime" 2. roleplays 3. coaching tickets 4. feedback from others |
| What does PDM stand for? | Performance Development Meeting |
| What is the purpose of PDM? | to focus on outside sales |
| What is *83? | Reservation Hotline |
| What is *82? | Roadside Assistance |
| What is the IPC Calculation? | Average Daily Rate X Days on Month X Days Earned % + Net Other |
| If you were to add $1.00 to increase to ADR, how does that affect your IPC? | It would increase IPC $25-$30 |
| If you were to add 1% to increase DE%, how does that affect your IPC? | It would increase IPC $7-$10 |
| When is DE% calculated? | 12am everyday |
| What does IPC stand for? | Income Per Car |
| If a CC does not swipe, what do you do? | ask for another form of payment |
| What's the delete policy for presold cars? | 48 hours |
| What's the delete policy for normal cars? | 72 hours |
| What is a risk car ? | A vehicle that we purchase with the risk of being able to sell it for a profit in the market |
| What is a buyback car ? | A vehicle that we purchase with an agreement to sell the vehicle back to the dealership at a predetermined time and/or mileage |
| How can you help your Vehicle Adjustment or flip? | 1. Send in clean, ready to rent deletes 2. Make sure all deletes are damage free and all previous claims fixed 3. Be conscious of miles of vehicles (especially rewrites) 4. Get deletes sent into the yard in a timely manner |
| What is the expectation for calling blinking red cars? | 20 min expectation – 2-hour max |
| What is a Fiscal Year? | A one-year period that companies use for financial reporting and budgeting |
| When does our Fiscal year start? | August 1st |
| Why do we do drop calls? | 1. Closure 2. Differentiate ERAC from Shop 3. Ask the Critical Questions 4. Final Lasting Impression |
| What are 5 things to inform customers during drop calls? | 1. When we received the car 2. Condition of the car 3. Total charges to customer 4. Total charges to insurance/body shop/dealership 5. When/how much or a deposit they will get back |
| What are some ways to tighten up? | 1. Lose cars to a tighter branch 2. Call red/yellow ARMS cars 3. Call accounts—probe for needs 4. Work deletes 5. Say yes |
| What is an EAA? | Exceptional Achievement Award |
| What are some ways you can qualify for an Elite Event? | 1. Being the top car salesperson, MVP 2. Matrix top 10 people |
| What are 5 ways to fix poor ESQI on replacement rentals? | Timeliness Friendliness Cleanliness Rental Ready Critical questions |
| Ways to control hours in your branch as a manager? | Approve hours daily Have a work schedule and use it Use flex schedule Use a lunch schedule Send people home early/ have them come in late Utilize part time employees Utilize employees from other branches Use personnel maximizer |
| How many days/ dollars can you give away as an MT? | 2 days or 50$ |
| What is our ins rate goal? | $35 |
| What are the four categories on the Matrix? | Ticket count (50 tickets), ESQI , Ins rate, and total add rev - upgrades |
| What is the goal for DE%? | 93% |
| What is the goal for ICDW penetration? | 15% |
| What is the goal for Add Rev? | 4$ |
Created by:
ERAC
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