ENTERPRISE MQI 2025
Founder - answer Jack Taylor 1957
Exec. Chairman - answer Andy Taylor
CEO/ President - answer am Nicholson
COO – answer Crissy Taylor
Senior V.P – answer Rob Wilson
Group 57 Rented their FIRST car in.... - answer1990
4 balanced Areas - answer1. Customer Service
2. Employee Development*** MOST IMPORTANT
3. Profitability
4. Growth
Core Values - answer1. Our brands are the most valuable thing we own
2. Our doors are always open
3. We strengthen our communities one neighborhood at a time
4. Great things happen when we listen to our customers and each other
5. Personal honesty and integrity are the foundations to our success
6. Customer service is our way of life
7. Enterprise is a fun & friendly place where teamwork rules
8. We work hard & rewards hard work
ESQI FACTORS - answer1. Friendliness** MOST IMPORTANT
2. Timeliness
3. Cleaniness
Cycle of Service - answer1. Phones
2. Pick up
3. Branch arrival
4. Contact
5. To the car
6. Call-Back
7. Return to branch
8. Invite to return
6 Core Competencies - answer1. Communication
2. Flexibility
, 3. Results Orientated
4. Solutions Orientated
5. Leadership
6. Employee Development
Smart Goals - answerStretch
Measurable
Action Orientated
Realistic
Timely
Running the front Counter Results - answer1. 5 min meeting
2. Ticket by ticket
3. Manage phones
4. Customer service
5. Trunk to Trunk
6. Lot arrangement
7. Auditing
5 Characteristics of Excellent Employees - answer1. Solutions orientated
2. Look sharp
3. Add value
4. Positive attitude
5. Sell- up
Significant Event Log: - answerEmployee not doing what they're supposed to do
5 min meeting: - answer· Yesterday
· Today's game plan
· Trends
· Motivate
· Set goals
· Marketing
· ESQI
5 Step ESQI Plan: - answer1. Clean cars, clean office
2. Business cards & Handshake
3. 24 HR CB
4. 3 critical questions
5. Invitation to return
Benefits to Car Sales - answer· Haggle free
· 7 day buy back
· Financing
· Trade ins
· Warranty
Founder - answer Jack Taylor 1957
Exec. Chairman - answer Andy Taylor
CEO/ President - answer am Nicholson
COO – answer Crissy Taylor
Senior V.P – answer Rob Wilson
Group 57 Rented their FIRST car in.... - answer1990
4 balanced Areas - answer1. Customer Service
2. Employee Development*** MOST IMPORTANT
3. Profitability
4. Growth
Core Values - answer1. Our brands are the most valuable thing we own
2. Our doors are always open
3. We strengthen our communities one neighborhood at a time
4. Great things happen when we listen to our customers and each other
5. Personal honesty and integrity are the foundations to our success
6. Customer service is our way of life
7. Enterprise is a fun & friendly place where teamwork rules
8. We work hard & rewards hard work
ESQI FACTORS - answer1. Friendliness** MOST IMPORTANT
2. Timeliness
3. Cleaniness
Cycle of Service - answer1. Phones
2. Pick up
3. Branch arrival
4. Contact
5. To the car
6. Call-Back
7. Return to branch
8. Invite to return
6 Core Competencies - answer1. Communication
2. Flexibility
, 3. Results Orientated
4. Solutions Orientated
5. Leadership
6. Employee Development
Smart Goals - answerStretch
Measurable
Action Orientated
Realistic
Timely
Running the front Counter Results - answer1. 5 min meeting
2. Ticket by ticket
3. Manage phones
4. Customer service
5. Trunk to Trunk
6. Lot arrangement
7. Auditing
5 Characteristics of Excellent Employees - answer1. Solutions orientated
2. Look sharp
3. Add value
4. Positive attitude
5. Sell- up
Significant Event Log: - answerEmployee not doing what they're supposed to do
5 min meeting: - answer· Yesterday
· Today's game plan
· Trends
· Motivate
· Set goals
· Marketing
· ESQI
5 Step ESQI Plan: - answer1. Clean cars, clean office
2. Business cards & Handshake
3. 24 HR CB
4. 3 critical questions
5. Invitation to return
Benefits to Car Sales - answer· Haggle free
· 7 day buy back
· Financing
· Trade ins
· Warranty
