Enterprise MQI- Group 65
Mission Statement - answer To be the best transportation company in the world... to
exceed our customers' expectations for service, quality, and value... to provide our
employees with a great place to work... and to serve our communities as a committed
corporate citizen.
Eight Founding Values - answer1. Our brands are the most valuable thing we own.
2. Personal honesty and integrity are the foundation of our success.
3. Customer service is our way of life.
4. Our company is a fun and friendly place where teamwork rules.
5. We work hard... and we reward hard work.
6. Great things happen when we listen... to our customers and to each other.
7. We strengthen our communities, one neighborhood at a time.
8. Our door are open.
7 Key Customer Interactions - answer1. Telephone
2. Pick-up
3. Branch Arrival
4. Rental Contract
5. To the car
6. Callbacks
7. Return of the vehicle
Branch Manager Responsibilities - answer1. Sales and marketing
2. Customer service
3. Fleet control and maintenance
4. Admin functions
5. Accounts receivable
6. HR functions
Group 65 Ethics Committee Members - answerTom Caccamo- VP/ GM
Mark Martinez- Group Rental Manager
Don Schwent- Controller
Anne Leavens- HR Manager
Goals of Ethics Committee - answer1. Reiterate Core Values
2. Create training programs to teach them
3. Report system that allows employees to report unethical behavior
4. Investigating and reporting allegations
CWD Disputes - answer1. Resell the products and benefits
2. No questions asked policy
,3. Get manager to speak to customer as well
3 Critical Questions - answer1. How was the customer service ?
2. What could we have done better ?
3. How can we make it up to you ?
Always offer customer a ride
Items left in vehicle - answer1. Label with date, customers name, and unit number.
Contact customer.
2. 2 boxes in lost and found (30 days/60 days). After 60 days items may be thrown
away.
Sell-up techniques - answerSafety, comfort, gas milage/fuel efficiency, features and
benefits of vehicle.
IPC Formula - answerIPC = (days earned percentage x average daily rate x days of the
month) + Net Other
How to calculate breakeven - answerBreakeven = (Income per car - operating profit)
Direct (gross) Costs - answerAny costs associated with owning and managing your own
fleet of vehicles.
Direct Costs - answer1. Maintenance
2. Depreciation
3. Interest
4. Comp & Collision Reserves
5. Misc. Expense
6. Fuel
7. Tax and License
8. Liability reserves
Indirect Costs - answer
How it differs from the per unit analysis - answer
Operating Profit Formula - answerOperating Profit = (Income per car - Breakeven)
Branch Overhead - answerRent, utilities, computers, maintenance, cleaning staff
Direct Costing vs Spread Costing Allocations - answer
Inventory Adjustment - answerReduced book value
Depreciation - answerWe depreciate our vehicles at 2% month, 24% year.
, Cash Box Overages/Shortages - answerForm 805 ?
Contact Accounting and the Controller
Deposits best practices ?
Avoiding Chargebacks - answerVerify CC matches customers name
Renter must be present
Keep renter up to date on charges
Accounts Receivables/Collections - answerReferral Expense- (0535)
Programs- RFS
Controlling bad debt- (0590)
Best practices for managing accounts receivables - answer1. Work $100+ balances first
2. Keep customers up to date on deposits
Insurance Coverage - answer1. Comprehensive
2. Collision
3. Liability
Uninsured Losses - answerLosses not associated with a rental contract:
1. Undocumented damage (most common)
2. Conversions (most costly)
3. Employee accidents
4. Theft from lot
5. Damaged while on lot
6. Vandalism
7. Acts of God
8. Detectable fraud
We are currently reserving $4 per car for liability losses.
Two Exceptions - answer1. Employee liability is capped at $50,000, reminder goes to
Corporate.
2. Conversions/fraud hits branch for the undamaged wholesale value of the vehicle.
What does LOFR stand for? - answerLube, oil change, filter change, tires ?
Ways to decrease employee liability: - answer1. Have employees drive smaller cars
2. Encourage safe driving practices,
3. Set the example
How Uninsured Losses are Distributed - answerBranch $0-$2500
Area $2501-10,000
Group $10,001 +
Mission Statement - answer To be the best transportation company in the world... to
exceed our customers' expectations for service, quality, and value... to provide our
employees with a great place to work... and to serve our communities as a committed
corporate citizen.
Eight Founding Values - answer1. Our brands are the most valuable thing we own.
2. Personal honesty and integrity are the foundation of our success.
3. Customer service is our way of life.
4. Our company is a fun and friendly place where teamwork rules.
5. We work hard... and we reward hard work.
6. Great things happen when we listen... to our customers and to each other.
7. We strengthen our communities, one neighborhood at a time.
8. Our door are open.
7 Key Customer Interactions - answer1. Telephone
2. Pick-up
3. Branch Arrival
4. Rental Contract
5. To the car
6. Callbacks
7. Return of the vehicle
Branch Manager Responsibilities - answer1. Sales and marketing
2. Customer service
3. Fleet control and maintenance
4. Admin functions
5. Accounts receivable
6. HR functions
Group 65 Ethics Committee Members - answerTom Caccamo- VP/ GM
Mark Martinez- Group Rental Manager
Don Schwent- Controller
Anne Leavens- HR Manager
Goals of Ethics Committee - answer1. Reiterate Core Values
2. Create training programs to teach them
3. Report system that allows employees to report unethical behavior
4. Investigating and reporting allegations
CWD Disputes - answer1. Resell the products and benefits
2. No questions asked policy
,3. Get manager to speak to customer as well
3 Critical Questions - answer1. How was the customer service ?
2. What could we have done better ?
3. How can we make it up to you ?
Always offer customer a ride
Items left in vehicle - answer1. Label with date, customers name, and unit number.
Contact customer.
2. 2 boxes in lost and found (30 days/60 days). After 60 days items may be thrown
away.
Sell-up techniques - answerSafety, comfort, gas milage/fuel efficiency, features and
benefits of vehicle.
IPC Formula - answerIPC = (days earned percentage x average daily rate x days of the
month) + Net Other
How to calculate breakeven - answerBreakeven = (Income per car - operating profit)
Direct (gross) Costs - answerAny costs associated with owning and managing your own
fleet of vehicles.
Direct Costs - answer1. Maintenance
2. Depreciation
3. Interest
4. Comp & Collision Reserves
5. Misc. Expense
6. Fuel
7. Tax and License
8. Liability reserves
Indirect Costs - answer
How it differs from the per unit analysis - answer
Operating Profit Formula - answerOperating Profit = (Income per car - Breakeven)
Branch Overhead - answerRent, utilities, computers, maintenance, cleaning staff
Direct Costing vs Spread Costing Allocations - answer
Inventory Adjustment - answerReduced book value
Depreciation - answerWe depreciate our vehicles at 2% month, 24% year.
, Cash Box Overages/Shortages - answerForm 805 ?
Contact Accounting and the Controller
Deposits best practices ?
Avoiding Chargebacks - answerVerify CC matches customers name
Renter must be present
Keep renter up to date on charges
Accounts Receivables/Collections - answerReferral Expense- (0535)
Programs- RFS
Controlling bad debt- (0590)
Best practices for managing accounts receivables - answer1. Work $100+ balances first
2. Keep customers up to date on deposits
Insurance Coverage - answer1. Comprehensive
2. Collision
3. Liability
Uninsured Losses - answerLosses not associated with a rental contract:
1. Undocumented damage (most common)
2. Conversions (most costly)
3. Employee accidents
4. Theft from lot
5. Damaged while on lot
6. Vandalism
7. Acts of God
8. Detectable fraud
We are currently reserving $4 per car for liability losses.
Two Exceptions - answer1. Employee liability is capped at $50,000, reminder goes to
Corporate.
2. Conversions/fraud hits branch for the undamaged wholesale value of the vehicle.
What does LOFR stand for? - answerLube, oil change, filter change, tires ?
Ways to decrease employee liability: - answer1. Have employees drive smaller cars
2. Encourage safe driving practices,
3. Set the example
How Uninsured Losses are Distributed - answerBranch $0-$2500
Area $2501-10,000
Group $10,001 +
