what affects your LOFR score

% of fleet that are LOFR's, how many times unit was re-rented while LOFR, how many miles overdue

who should do the branch observation during the interview process?

branch manager, assistant manager

qualifications must a renter age 18-20 years old meet in order to rent a vehicle

up to full-size vehicle only, can't sell CDW, comp/coll & liability verified transfers, replacement rental verified with direct bill

what are 3 values that enterprise provides for our insurance partners

low rental lenger/ low overall cost, best in class people/ best in class customer service, technology

why is diversity important to our business

better able to service our diverse clientele- diversity adds value to work, recruit most talented individuals by casting wide and inclusive net

Occurs when customer or back disputes charges for rental

What number is used to establish the profit based % on pay plan? How do you increase?

Past 12 months total net profit; Increase fleet, revenue, decrease BE

Procedure to deactivate recalls

NEVER deactivate until service is complete with paperwork in front of of u

Reviewing pended tickets many tickets have large cst sat write offs that equal up to protection pro. What do you do?

Mention to business ethics, Tell area manager and manager, Manager contacts business management

how can scale point analysis be used as a tool to identify customer service opportunities

identifies when customers are following into each category, DS- is operational problems, SS- matter of executing plans 100% or not going above and beyond

what should you do if a CEL is illuminated

take unit to service center or dealer

3 benefits to a customer purchasing RAP

customer doesn't have to pay for lockouts, no out of pocket expense for possible roadside incidents, minimizes downtimes when stranded

What to do in vendor comes into your office to sell you something

Never purchase or sign agreements. Redirect vendor to department head

explain how a rental becomes a conversion

branch lost control of rental (no return calls/no contact, no rewrite, no &

2 things branch managers can do to grow their corporate business?

call inactive accounts, market- make appointment ahead of time with clear purpose

Customer returns and disputes 10 day damage waiver charge b/c they though it was only a 1 time charge. what do you do?

only charge cst for 1 day. talk to employee who wrote ticket

3 benefits to customer enrolling in E-PLUS

earn rewards, member discounts/ VIP experience, speeds up transactions

Importance of detailed description in work order request?

So PDF can dispatch correct vendor to get done quickly

Name 3 ways you can engage the core personnel on your team?

include in branch lunches and area happy hours, facilitate 1 on 1 with them, empower them to have "ownership" in their operation

what 3 items in C & I other than rate

additional driver fee, over mileage, young driver fee

name 5 things that go into ARQ and how are they calculated?

insurance capture- name and policy # & claimant information, days to shop- estimate needs to be loaded within 7 days of the VX written, claim creation- written within 48 hrs of DOL, police report info- must name the agency and report #, description accurate & states renter was confronted

what is the EAP/ guidance resources program and what is it used for?

work life, legal guidance, financial resources, online support, crisis hotline and not cost confidential solutions

what should you do if an employee is hurt at work?

always fill our workers compensation claim form, report accident to direct manager & HR/RISK, make sure employee is okay & determine is medical attention is needed

name the committee members

John McGovern, Lauren Klymochko, Guiseppe Carfagno, Robert Iddings

5 way you can generate new business for your branch?

branch leads, advertising, calling current accounts for rentals, branch growth contests, cold calling

what is the most important value that defines us and drive us

our brands are the most valuable things we own

what is the process for requesting and updating expired tags

email your VA coordinator to have updated plates sent to your branch

you write off the rental for a SQI issues and the assistant tells you to change the csts phone # what should you do

tell your manager/area manager, inform him you can't it would be acting and we want accurate feedback, tell business ethics committee

what do you do with grounded recalls

follow VR direction provided for recall released

how do we avoid mileage errors and duplicate LOFR's

unit must be reviewed in unit services before they are sent to vendor

what are 3 things that RR your customer will provide for the branch?

more time to focus on other parts of the business, quicker transactions and more time to sell, better customer service

what are qualifications to rent with debit card on a rental ticket

WV, 2 phone numbers/ email address/ auto insurance, if gray dot has to provide 2 bills, deposit of $300, can rent car, sfar, mvar, ppar

what is the expectation for mandatory manufacturer recalls? add in legal ramifications/ employee disciplinary action?

do not rent a recall if screen pops up due to liability reasons, ground car immediately, get recall completed, deactivate recall & then rent

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Questions 176

Answers

1
what affects your LOFR score
% of fleet that are LOFR's
dmg to rental
how many times unit was re-rented while LOFR
how many miles overdue
2
Carrier set last day and we didn’t contact the customer prior to last day? Can you back date to LD? what should you do?
No; branch eats the cost
Yes; customer pays
3
who should do the branch observation during the interview process?
branch manager
AD
assistant manager
MT
4
qualifications must a renter age 18-20 years old meet in order to rent a vehicle
up to full-size vehicle only
can't sell CDW
can rent up to any size rental
comp/coll & liability verified transfers
can rent retail
replacement rental verified with direct bill
5
what are 3 values that enterprise provides for our insurance partners
free rentals
low rental lenger/ low overall cost
best in class people/ best in class customer service
technology
6
why is diversity important to our business
better able to service our diverse clientele- diversity adds value to work
to make enterprise look better
recruit most talented individuals by casting wide and inclusive net
it is what is told in our hand book
7
What is chargeback?
Occurs when customer or back disputes charges for rental
Report we look at everyday about who owes us money
8
What number is used to establish the profit based % on pay plan? How do you increase?
Past 12 months total net profit; Increase fleet, revenue, decrease BE
Whatever percentage McGovern says
9
days earned growth goal?
5%
15%
10%
20%
10
Procedure to deactivate recalls
go to VEM and take off hold
NEVER deactivate until service is complete with paperwork in front of of u
11
Reviewing pended tickets many tickets have large cst sat write offs that equal up to protection pro. What do you do?
Mention to business ethics
Tell area manager and manager
Manager contacts business management
Close the ticket
12
do we charge the customer for the cost associated with the process
True
False
13
how can scale point analysis be used as a tool to identify customer service opportunities
identifies when customers are following into each category
DS- is operational problems
SS- matter of executing plans 100% or not going above and beyond
to fire employees
14
% days earned goal
75%
70%
90%
80%
15
what should you do if a CEL is illuminated
take unit to service center or dealer
take unit to LOFR vendor
16
ARMS automotive is allows bs to update shop statues, create res, manage length of rental, update customers on repairs
False
True
17
once a vehicle is grounded with dmg, what is the expectation to shop it?
72 hrs with estimate request
24 hrs with an estimate
48 hrs with estimate request
18
Enterprise service quality index is ESQI
False
True
19
3 benefits to a customer purchasing RAP
customer doesn't have to pay for lockouts
no out of pocket expense for possible roadside incidents
nothing- more money for us
minimizes downtimes when stranded
20
what is recall
a manufacturer defect
tires need changed
maintenance needs done
21
What to do in vendor comes into your office to sell you something
Never purchase or sign agreements. Redirect vendor to department head
Buy it
22
explain how a rental becomes a conversion
branch lost control of rental (no return calls/no contact, no rewrite, no &
call the risk manager
23
2 things branch managers can do to grow their corporate business?
call inactive accounts
market- make appointment ahead of time with clear purpose
make their employees do it all
sit and their desk and make office calls to market
24
What is our obligation with PII
Nothing. CST shouldn’t have left it
Secure it, lock it, shred it
25
Customer returns and disputes 10 day damage waiver charge b/c they though it was only a 1 time charge. what do you do?
still charge the customer the 10 days
take off all the damage waiver charges
only charge cst for 1 day. talk to employee who wrote ticket
26
3 benefits to customer enrolling in E-PLUS
earn rewards
don't have to provide license when renting
member discounts/ VIP experience
speeds up transactions
27
Importance of detailed description in work order request?
So PDF can dispatch correct vendor to get done quickly
It makes you put a description
28
how does a proper vehicle inspection walk around positively affect loss per car
fraud
reduces disputes
consistency
29
Name 3 ways you can engage the core personnel on your team?
include in branch lunches and area happy hours
facilitate 1 on 1 with them
empower them to have "ownership" in their operation
30
ARMS dealership is service ones can utilize to set up res, manage rentals electronically, print invoices, track rentals
True
False
31
what 3 items in C & I other than rate
sup
additional driver fee
cow
over mileage
young driver fee
rap
32
name 5 things that go into ARQ and how are they calculated?
insurance capture- name and policy # & claimant information
making customer do it all
days to shop- estimate needs to be loaded within 7 days of the VX written
claim creation- written within 48 hrs of DOL
police report info- must name the agency and report #
description accurate & states renter was confronted
33
what is the EAP/ guidance resources program and what is it used for?
work life, legal guidance, financial resources, online support
crisis hotline and not cost confidential solutions
34
what should you do if an employee is hurt at work?
close the office
call 911 have them figure it out
always fill our workers compensation claim form
just tell area manger and have them deal with it
report accident to direct manager & HR/RISK
make sure employee is okay & determine is medical attention is needed
35
what is our ARQ % goal for GP68
70%
90%
80%
65%
36
name the committee members
Jonathon Eicher
John McGovern
Liz Harris
Lauren Klymochko
Guiseppe Carfagno
Robert Iddings
37
5 way you can generate new business for your branch?
making ARMS gain new business for you
branch leads
advertising
calling current accounts for rentals
branch growth contests
cold calling
38
when is the fiscal year start and end
july 4- aug 31
aug 1- july 31
July 1- aug 31
july 30- aug 1
39
what is the most important value that defines us and drive us
customer way is the right way
renting cars is easy
our brands are the most valuable things we own
40
growth goal is 10%
False
True
41
what is the process for requesting and updating expired tags
email your VA coordinator to have updated plates sent to your branch
tell area manager
put a soft hold in VEM
42
you write off the rental for a SQI issues and the assistant tells you to change the csts phone # what should you do
tell your manager/area manager
go ahead and change the number
inform him you can't it would be acting and we want accurate feedback
tell business ethics committee
43
what do you do with grounded recalls
follow VR direction provided for recall released
kick it to 99's books
call your LOFR vendor
44
how do we avoid mileage errors and duplicate LOFR's
unit must be reviewed in unit services before they are sent to vendor
call your VR manager
45
what are 3 things that RR your customer will provide for the branch?
more time to focus on other parts of the business
way to add protections without them knowing
quicker transactions and more time to sell
better customer service
46
what are qualifications to rent with debit card on a rental ticket
can rent a 15 passengers and large suv
WV, 2 phone numbers/ email address/ auto insurance
drivers license only
if gray dot has to provide 2 bills
deposit of $300
can rent car, sfar, mvar, ppar
47
net other revenue goal
80
100
50
65
48
where do you find information about different divisions in our company and interview best practices
talk to head of HR
talk to Liz Harris
my career website
49
cst service, employee development/retention, days earned growth, and profitability is:
mission statement
non-negotiables
4 core areas of our business
50
op goal is $150
True
False
51
what is the expectation for mandatory manufacturer recalls? add in legal ramifications/ employee disciplinary action?
you can rent recall as long as nothing with engine.
tell customer when they return it was a recall
do not rent a recall if screen pops up due to liability reasons
ground car immediately, get recall completed, deactivate recall & then rent
52
what is the deadline for completing roadmaps?
first of the month or earlier
when the TD says its due
middle of the month
last day of the month or earlier
53
what are the 6 core competencies we look for when interviewing candidates for the MT position
persuasion
communication
work ethic
customer service
flexibility
leadership
54
4 steps of the sales process?
intro: handshake, business card, jelly beaning
presentations: sell on benefits to customer and explain ERAC difference
close: gain commitment and set follow up call
close: tell about the survey
fact find: uncover hot buttons and heart burns
55
employee development goal- 100% 1 on 1 completion and employees
False
True
56
Glass company who works on your rentals brought you a $50 gift card what do you do?
We can’t accept gifts. If left or mailed $10 or more raffled off
Accept the gift card and give them one back
57
2 benefits of E-PLUS to ERAC
numbers of locations
brand loyalty
fleet growth
mileage reimbursement
58
How do we handle rate approvals and upgrades?
cst needs to request approval for larger vehicles from what was authorized
don't offer upgrades
offer car class authorized to the customer & other vehicles at cst expense
59
ESQI is measured of what % of our customers are completely satisfied
True
False
60
What is purpose of morning huddle? who should lead the huddle?
set tone for success of every team member and branch
Area managers
branch managers- all employees rotate
another thing to put on job duty list
AD
motivates team to perform, recognize success & discuss expectations
61
why has ERAC focused on the insurance replacement marketplace
stable during varying economic conditions/consistent source of business
longer length rentals
they give us more money
low mileage rentals
62
what are the primary ways we sell our fleet
enterprise car sales
franchise and independent dealers
we don't sell them
auctions
63
20 high touch points are on the complete clean car pledge
False
True
64
what is the intra group 68 relocation policy and where would you find it
transition assistance for childcare provides
lodging & meals reimbursed during home finding trip
2 paid moving days
$3000 bonus (eligible once in 6 months)
$2000 assistance in moving expenses
65
Group goal bad debt?
$1
$4
$5
$10
66
award given to groups that exemplify our founding values throughout a fiscal year is the Jack Taylor founding values
False
True
67
what is negligent entrustment?
renting a vehicle that needs maintenance
knowingly renting to someone who is not competent to drive a vehicle
68
What is the best way to increase ADR
max insurance rates
walking the lot with every customer
telling the customers they have to take this certain rental to max rates
69
Who does handle getting the new plates/registration to us
Ben
John
Kaci
Stuart
70
Give an example of PII
DL#
CC#
Name, address, phone #
71
what segments of business does the insurance replacement department support and service
insurance companies
dealerships/body shops
retail
corporate
72
what is the group delete policy
delete when returned from customer
free of damage
clean/ready to rent condition
rental grounded to be turned in within 48hrs of activation
73
Name the 3 things you can do to effectively manage your phones
transfer to *83
proper personnel planning at peak-times
role play handling with your employees
74
when is the converted vehicle removed from your books
30 days from the date the demand letter is sent
90 days from the date the demand letter is sent
60 days from the date the demand letter is sent
75
what are the 3 main reasons we rotate our tires at each oil change?
odometer over 36,000 miles
to complete a brake inspection
inspect tires for damage/wear
even tire wear
76
what is the sales wheel and describe the process
satelite radio/ in the branch
upgrade/ in the branch
fuel/ in the branch
upgrade/ on the lot
ancillary products at vehicle inspection
car sale lead/ in the branch
77
your MA takes the gas card home and then you notice they put it in the safe early that next morning, what should you do?
let them keep it in their wallet
tell business ethics committee
tell manager/ area manager what you observed
contact business management to check activity on gas card
78
explain what the SOS process means
trainer SHOWS employee how to perform
SHAPES their behavior through positive reinforcement
OBSERVES the employee doing the task
79
a customer drops a car at the bodyshop Friday night, & you find dmg on Monday when TRT4C is done. What do you do?
contact customer asap
fill out a report
file a claim without telling customer
take care to get repaired
show someone at the bodyshop
re-rent the car
80
why is renting % important
esqi, growth, and profitability
to know how to schedule employees
81
what is gp68 goal for insurance rate
35
37
36
40
82
3 ways to control bad debt?
Proper underwriting
Working AR’s
Branch managers write every ticket
Callback completion daily
83
Husband calls you about charges on wife cc. How do you proceed?
You can only discuss rental contract with person who signed contract
Tell him what the charges are for
84
name 4 situations in which the group faces unlimited liability exposure
negligent fraud
negligent maintenance
negligent renting
employee accident
negligent entrustment
false arrest
85
Chairman award is award given to groups with exceptional performance across all business lines
True
False
86
going online, activate membership, create an account, rent an enterprise brand vehicle & pay rate & miles for 1 day is?
doing the surveys
E-PLUS
giving a google review
87
When is open enrollment for employee benefits? what happens if you fail to make elections during that time period?
enrollment is in January
voluntary benefits will be waived
no benefits will be added at all
automatically enrolled in company provided basic life ins, ad&d, basic ltd
if failed to make elections you will automatically be enrolled- high ded
open enrollment is in November
88
name three reasons why asking these questions is so important?
to make sure we get a 90% SQI
lasting impression made on the customer
acquire feedback
know how we can correct situation and do it
89
why is it so important for our company to be profitable?
remain privately held/ philanthropy
open/ enhance locations
expand to new locations/ business lines
invest in technologies
long-term sustainability
invest in hiring/ development
90
How long can you pend an insurance ticket?
30 days
Pended more than 7 days need communicated to area manager
91
Best way to reduce your breakeven
overcharge customers
sell net other
increase days earned
grow fleet
92
TSQI goal
60%
87%
85%
90%
93
doors open, diversity/ inclusion, workplace quality , business practices, public affairs, environmental conservation is
mission statement
exceptional award
founding values
cultural compass points
94
do we rent to people with physical disabilities
True
False
95
When is it appropriate to back date a contract
Contract was written last night by service writer at dealership
Customer dropped a car yesterday at a dealer. No one called to let us know
Re-writing ARMS ticket
96
How does an employee at fault accident affect your branch and city profit? DMG to ERAC car
first $1,000 of loss to the branch
balance over $15,000 goes to corporate
balance over $25,000 goes to corporate
next $25,000 to group
first $2,500 of loss to the branch
next $10,000 to group
97
ARMS automotive exchange-AAX works with shops estimate software to extract labor hrs & costs automatically to insurance
True
False
98
what is the group goal for red car contact in 20 minutes or less
87%
85%
90%
70%
99
what do you think are the 3 most important core competencies & how do you demonstrate them in current role
leadership- taking ownership of difficult situations to assist branches
work ethic- staying on top of things
fun events
communication- helping branches & responding timely
100
How long can you pend a dealership ticket?
Not more than 10 days
Not more than 3 days
101
Collision/comp reserves: what type of losses impact them? how do we calculate reserves?
subro bad debt & dw losses
affects branch OP loss per car is 1 month snapshot
affects branch OP loss per car is 6 month snapshot
uninsured losses
reserves are the amount of money you reserve for repairs based on 6 months
reserves are the amount of money you reserve for repairs based on 12months
102
what are the 3 ARMS applications we offer to our replacement business partners
ARMS- automotive suite products (body shops)
ARMS- dealership
ARMS- WEB ( ins partners)
103
group 68 non-negotiable for customer service
live the behaviors
RR 100%, open/close clean
clean car log completion
weekly snapshots
104
what are the groups expectations for expired tags
units grounded until new tags/plates are on car
tell customer and then try to get the plates
105
5 benefits of business rental program
emerald club rewards
benefits of both national and enterprise brands
EHI direct reservation links
award- winning customer service
number of locations
fleet growth
106
what is goal for days earned %
85-90
90-92
80-85
75-80
107
Operating profit goal
$125
$150
$250
$225
108
What is the cost and how is it expensed to the Branch for a conversion?
corporate covers the cost
It is spread to the area
entire undamaged wholesale value of it hits the branches uninsured losses
109
what is the EH personal relationship policy
no policy on these relationships
policy to prohibits managers, from having personal relationships
110
When is it not acceptable to keep a ticket pended?
When waiting for payment
Not wanting to get a hot alert
Waiting to change the phone #
111
what impact does making contact in 20 minutes have on our business
can have an impact on profitability by RR customer
making contact timely improves customer service
growth by converting reservation to rental
112
How to handle emerald club customer that walks into an ERAC branch
emerald club memberships can be accepted at both brands
they get the rental for free
all renter info pre-populates along with credit card information if store
113
How does an employee at fault accident affect your branch and city profit- liability
balance over $100,000 goes to corporate
balance over $50,000 goes to corporate
$5,000 of loss to the branch
next $50,000 to the group
next 10,000 to group
first $1,000 of loss to the branch
114
Where should your safe be located and why?
In view of customers: ensure safety of employees
In the wash bay
115
what is the name of the committee that handles ethical issues and concerns
compliance and ethics committee
ethics board committee
116
what do you do if an employee brings an ethical concern to you but ask you not to say anything
its not your business
don't say anything
advise you are mandates to report to HR and next level of management
remind employee of ethics point hotline if they do not feel comfortable
117
GP 68 non-negotiable for profitability
weekly GYST 100% completion
weekly snapshots
goal board updated/ morning meeting daily
sales wheel execution, daily sales updates
118
bad debt goal
$30
$15
$10
$5
119
How long should we extend out ins rates to the customer
no limit except in total loss then 30 days
1 week
2 months
5 days
120
who are the core personnel in your office?
DRIVERS
MT
AD
BRANCH MANAGERS
121
5 things that are impactful ways you can control collision and comp reserves
properly completing the rental contract, sign and walk around
writing complete & accurate VX reports
repair dmg cars in timely manner
conducting underwriting and callback plan
122
when should you submit upgrade/ CDW request
when ticket is close pended
when the ticket is already open
once the ticket is opened/reservation sent over
when the cst is returning the rental
123
what is the criteria to win daily rental exceptional achievement award?
tsqi equal to or greater than corporate average
customer service is our way of life
net profit above corporate average
positive and above corporate average days earned growth
124
How does a group win the Jack Taylor founding value award?
GM receives a plaque at the falls officers meeting and $20K to charity
award given to groups with exceptional performance across all business
125
what is ARMS
automated rental management systems
area rental manager support
automated rental management support
126
when inspecting tires, what 3 things are you looking for?
damage
tread depth
pressure
wear and tear
127
what steps would you follow to hold an employee accountable who has been late for 3 scheduled shifts
1st tardy- conversations, reset expectations, verbal warning
3rd tardy- documented conversation/ memo/ work with HR
2nd tardy- fire
2nd tardy- documented conversation, explain
3rd tardy- fire
128
How many founding values are there?
10
8
5
12
129
GM dealership manager calls you saying he can't pay invoice because a ford rental is on the contract. what do you do?
change the VIN # to match a GM product so you get paid
mention to business ethics committee
do not change contract, write off balance
don't charge GM- charge the customer
connect area manager
130
at what % do we depreciate our corporate buy
4%
2.25%
1.7%
1.0%
131
name 4 uninsured losses as they read on statement
employee loss physical damage
conversion and other
employee loss liability
undocumented damage
132
is the conversion ticket closed or pended? when?
rental is closed
when the ticket is still open
rental is closed on date the demand letter is sent
133
3 biggest things that affect the value of our cars
gas
miles
time of year sold
condtion
134
GP 68 non- negotiable for growth?
marketing- one call per week per employee
*83
1 on 1's
revenue management, red/yellow car daily execution
135
name 6 direct cost
DR liability
depreciation
fuel
comp/collision
interest
maintenance
136
what should you do if a cst needs to rent a car due to accident but does not have rental coverage on their policy
corporate rates
request ins company & claim information & give ins rates to cst
retail rates
137
what are the losses that make up LPU
3rd party insurance
other losses (CDW claims, claim waived for SQI, fraud)
subro bad debt (any amount not paid by a 3rd part or customer)
138
what is negligent maintenance
failing to properly maintain our vehicles
renting to someone who is competent to drive a vehicle
139
when is the branch charged for the vehicle
90 days from the date the demand letter is sent
30 days from the date the demand letter is sent
60 days from the date the demand letter is sent
140
what is our group goal for renting %
100%
80%
60%
75%
141
What are 3 best practices for collecting furl
utilizing the fuel log
sell pre-paid fuel
asking the customer if they had a chance to match the fuel
adding on pre-paid fuel after customer left and charging their card
142
3 largest items included in branch overhead
depreciation on fixed assets on per unit basis
rent
phone/ utilities
salaries
143
Why would you void a ticket? What is proper procedure?
CST never took possession of rental, document the reason in notes, no cc
CST drove off and had it for 5 hrs and doesn’t want it
144
at what % do we depreciate our boost purchases
3.0%
2.25%
2.0%
1.7%
145
why is fleet mix important
makes our branch more $$$
tremendous impact on profitability with the amount of deprecation
getting more expensive rental to over charge costs
dictates how we are able to meet cst needs
146
Why is the employee referral bonus program important?
diverse employees
higher retention
customer service
quality employees
147
LOFR score goal is what
16
20
9
10
148
When do you need to take bank deposit to the bank?
Same day you opened and close the cash box
Give it to accounting
Within a month
Within a week
149
what are some ways we strengthen our local communities
foundation requests
volunteering in your community
annual united way campaign
150
How do you put a work order request in?
Tell Ashley Gannon
Tell BRM
Tell MB
Planon cone on desktop
151
top 3 factors in driving complete customer satisfaction
timeliness of transactions
professionalism/ attitude of employees
taking off money to get good surveys
cleanliness of vehicle
152
How do you handle two employees having a conversation including comments of sexual nature
inform direct manager
talk with them 1 on 1 about inappropriate subject matter
gain agreement that they understand this subject could be offensive
stop conversation immediately
153
why are conversions handled this way
its a group effort to get the vehicle recovered
branch responsible for underwriting, etc, so absorbs the cost
154
you have received a phone call from a renter who just had an accident. when do you write up the VX?
write up the VX on the phone & have them sign the VX report in office
tell them to call their insurance company and have them do the claim
they file the claim on Enterprise.com
155
what is the reservation process to get a hand control equipped unit to a customer
refer cst to appropriate 800 # to secure a reservation
*83
156
benefits of scheduling 1 on 1 in advance
HR team forces us to do it
its what our area manager wants
can prepare questions/concerns. employee feels like a priority
157
what is IA (inventory adjustment)
the money we make from selling our cars
our income per car
how much we buy our cars for
158
Who can enroll in benefits and how does an employee enroll?
AD
drivers
part time employees/ 90 days employment- call fidelity or enroll 401k.com
full time employees/ 90 days employment- call fidelity or enroll 401k.com
159
You received a check at the branch location how should it be handled?
Should be mailed or FedEx to 6899
Tell accounting
160
what should a manager do who wishes to have a personal relationship with a direct report
manager must discuss immediately with HR & next level of management
tell the office
161
Who can not bring the bank deposit to the bank
area managers
MT
core employees
162
give 3 examples of what is not covered by the manufactures warranty
odometer over 36,000 miles
customer abuse
damage
maintenance
wear and tire items
odometer over 50,000 miles
163
You find a credit card authorization form with DL attached on the front desk. What should you do
Mention it to business ethics
Tell manager and area manager of what you found
Check office to ensure no other improper storage of PII
Put it in a draw
164
How long do we have to call an ARMS reservations
30 minutes
5 minutes
20 minutes
1 hour
165
when do reviews get initiated in workday? who is responsible for the writing the review
60 days prior to being due/ direct manager
30 days prior to being due
60 days prior to being due/ assistant manager
1 year prior to being due
166
3 step procedure for our vehicles when a cst makes an allegation that our vehicle was faulty & caused accident
tell customer it is not faulty
ground car immediately
call risk manager/ vr manger to notify them
wait for instructions from VR on where to move the vehicle
167
immediately (within 20 minutes) you should call an ARMS reservation for a customer
False
True
168
ARMS web is easy to use free internet based platform where insurance companies can communicate with branches & body shop
True
False
169
why are adding goals in reviews important
HR wants us to add goals
motivates employees, gives them something to look forward too
170
what is our groups expectation for timesheet review? when do you review time sheets? what to do if you find errors?
reviewed once a week- approved once a week- tell area manager
100% review and approval- approved daily- contact management
171
uninsured losses goal
$30
$50
$25
$12
172
how much PTO does an employee get with us in their first year
part time employees earn 5 CT per 40 hrs worked
part time employees earn 1 CT per 30 hrs worked
full time employees start with 10 CT days
full time employees start with 5 CT days
1st month they earn 1 day/ month for nxt 7 months for max of 12 CT days
173
What does PII stand for
Personal interior inspection
Personal identifiable information
174
what is renting %
already closed pended tickets
closed tickets
% of ARMS reservation that are converted to open rental ticket
175
what are the group 68 employee development non-negotiable?
snapshots, hrs management
monthly 1 on 1's, 100% roadmap/ed training
monthly fun, recognition
176
name two benefits of the enterprise 401k plan?
up to 4% of company match
tax deferred savings
makes you less money
extra taxes put on

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