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