ENTERPRISE MQI STUDY GUIDE
(AREA MANAGER SECTION)
8 Founding Values - answer1. Our doors are always open.
2. Personal honesty & integrity are the foundation of success.
3. Enterprise is a fun friendly place where teamwork rules.
4.Customer service is the way of life.
5. Great things happen when we listen to our customers & to each other.
6. We strengthen are communities one neighborhood at a time.
7. Our brand is the most valuable thing we own
8. We work hard and reward hardworking.
Mission Statement - answer1. To be the best transportation provider in the world.
2.To provide our employees a great place to work
3. To exceed our customers expectation for service quality & value.
4. To serve our community as a committed Coporate citizen.
4 core areas of business - answer1. Growth
2.Employee development
3.Profit
4.Customer service
Cultural Compass points - answer1. Compliance & ethics
2. Work/Life balance
3.Philanthropy & Community relations
4.sustainablity & enivormental health/safety
5. Government relations
6.Inclusions & diversity
The Jack Taylor Founding Values reward - answeris an award that recognizes you for
your founding values. We can win one by completing our goals.
EX: following the founding values : cultural points
President Award & EAA - answerEAA- Officers of revenue generated that achieve
excellence in SQI, GROWTH & PROFIT.
President awards- Groups/Regions that have achieved excellence in 4 core areas of
business.
5 Step Sale plan - answer1. Greet the customer
2. Walk the lot
3. Get the key
4.Offer protection
, 5. Get feedback from QB
Behavioral Traits - answer1. Smile
2. Warm welcome
3. Use customer name
4. Enthusiasm for the business
5. Sparkle in the eye
6.WOW every customer
BRANCH, GROUP & COPORATE 3/6/12 SCORES AND GOALS - answerNEED
INFORMATION
SCALE POINT ANALYSIS - answer< 10
BEHAVIORAL
1. CS ( Completely satisfied)
2.SS (Somewhat satisfied)
EX: No using live behavioral
3.Neither
<5
Operational
4.SD ( Somewhat dissatisfied )
5. CD ( Completely dissatisfied)
EX: Cars Being Clean & Wait time
Define PLEASE - answerP- PATIENTALLY
L-LISTEN
E-EMPETHETICALLY
A-APOLOGIZE
S-SAVE THE
E-EXPERIENCE
Growth expectations/ Your Branch - answer10% - Growth expectation
Branch- 10% year to date
AP- 7.2% Growth
VS Competition - answer1. Shuttle
2. ARX( stage cars)
3. Our employees
4. Variety of makes and models
5. local billing from locations
Sourcing - answer1. Make sure customers are given the correct rate source
2. Keeps track of each rental/ account
3. Gives us areas of opportunity
How do you grow your business? - answer1. Answering phones
(AREA MANAGER SECTION)
8 Founding Values - answer1. Our doors are always open.
2. Personal honesty & integrity are the foundation of success.
3. Enterprise is a fun friendly place where teamwork rules.
4.Customer service is the way of life.
5. Great things happen when we listen to our customers & to each other.
6. We strengthen are communities one neighborhood at a time.
7. Our brand is the most valuable thing we own
8. We work hard and reward hardworking.
Mission Statement - answer1. To be the best transportation provider in the world.
2.To provide our employees a great place to work
3. To exceed our customers expectation for service quality & value.
4. To serve our community as a committed Coporate citizen.
4 core areas of business - answer1. Growth
2.Employee development
3.Profit
4.Customer service
Cultural Compass points - answer1. Compliance & ethics
2. Work/Life balance
3.Philanthropy & Community relations
4.sustainablity & enivormental health/safety
5. Government relations
6.Inclusions & diversity
The Jack Taylor Founding Values reward - answeris an award that recognizes you for
your founding values. We can win one by completing our goals.
EX: following the founding values : cultural points
President Award & EAA - answerEAA- Officers of revenue generated that achieve
excellence in SQI, GROWTH & PROFIT.
President awards- Groups/Regions that have achieved excellence in 4 core areas of
business.
5 Step Sale plan - answer1. Greet the customer
2. Walk the lot
3. Get the key
4.Offer protection
, 5. Get feedback from QB
Behavioral Traits - answer1. Smile
2. Warm welcome
3. Use customer name
4. Enthusiasm for the business
5. Sparkle in the eye
6.WOW every customer
BRANCH, GROUP & COPORATE 3/6/12 SCORES AND GOALS - answerNEED
INFORMATION
SCALE POINT ANALYSIS - answer< 10
BEHAVIORAL
1. CS ( Completely satisfied)
2.SS (Somewhat satisfied)
EX: No using live behavioral
3.Neither
<5
Operational
4.SD ( Somewhat dissatisfied )
5. CD ( Completely dissatisfied)
EX: Cars Being Clean & Wait time
Define PLEASE - answerP- PATIENTALLY
L-LISTEN
E-EMPETHETICALLY
A-APOLOGIZE
S-SAVE THE
E-EXPERIENCE
Growth expectations/ Your Branch - answer10% - Growth expectation
Branch- 10% year to date
AP- 7.2% Growth
VS Competition - answer1. Shuttle
2. ARX( stage cars)
3. Our employees
4. Variety of makes and models
5. local billing from locations
Sourcing - answer1. Make sure customers are given the correct rate source
2. Keeps track of each rental/ account
3. Gives us areas of opportunity
How do you grow your business? - answer1. Answering phones
