Enterprise MQI Study Material
What is the name of the committee that handles ethical issues and concerns? - answer
Business Ethics Committee
Name the committee members? - answer
If you are faced with an ethical concern, what are 4 ways you could take to bring it
forward to the proper individuals? - answer1) Contact one of the four members of the
Business Ethics Committee
2) Send a letter to the Business Practices Committee
3) Contact your ARM
What is the expectation in preparing a branch CRS?
How soon should it be taken to the bank?
What do you do if you are unable to do a deposit? - answer Branch CRS should be
completed daily.
Take the deposit to the bank the same day.
Send an email message to your Area Accountant and Area Manager stating why a
deposit could not be completed.
What is our regional goal for bad debt? - answer$5/car
What are 4 ways we can control bad debt? - answerProper underwriting, PO
process/pends, daily callback completion, aggressively work ARs.
How do you calculate breakeven? - answerTotal income less operating profit.
What is the best way to reduce your breakeven? - answerGrow fleet/increase days
earned.
What is the ADR of the chosen Branch? - answer
What would ADR need to be in order to get chosen branch to the ADR Goal? - answer
,It is start of the business day and the days earned at your branch is 88%. Name at least
5 things you could do as the assistant manager to improve your days earned%? -
answerWork phones/quote aggressively.
Send someone out to market.
Phone Market.
Switch out flip customers.
Find branches to take your extra fleet.
Call reservations to confirm and offer immediate pickup.
What are the Profitability Non-Negotiables? - answerLot plan
Ticket by ticket management
30 minutes of sales training per day in the office.
Explain your branch's lot plan? - answerWalk the lot 100% of the time?
Clean cars parked by car class in front with the showcase/higher car classes parked by
the door. Smallest cars parked furthest away.
Scenario: Your branch has a rental (claimant - total loss) that was given a last day
yesterday. You tried to contact the renter multiple times with no response. The debit
card declines. How would you handle this situation? - answerEmployee should
demonstrate an awareness of the conversion process:
Methods of contacting the renter-contact shop, request skip trace
Vehicle repossession best practices
Complete conversion checklist and escalate to next level of management
What would be the deadline to recover the unit before it gets written off? - answerEnd of
the following month.
How would that affect the branches bottom line? - answeraffects the branches
uninsured losses.
Who can authorize a unit to be reported stolen? - answerRisk manager and RVP
Ask the employee to review their process (role-play) for selling optional products.
Employee should demonstrate awareness of the 3 key sales points. - answer1)Products
are always optional
2)They may duplicate existing coverage
, 3) Employees are not qualified to comment on any existing coverage the renter may
have
Why are the following products always optional?
DAMAGE WAIVER and SUPPLEMENTAL LIABILITY PROTECTION - answerDW -
Texas State Law
SLP - Enterprise is self-insured.
Ask the employee to role play the outgoing vehicle inspection process. -
answerEmployee should demonstrate usage of the damage evaluator.
Actually engage the customer, check for the spare, umpire stance and check the roof.
Employee should explain to customer they are initialing the inspection to agree there is
no damage to the vehicle.
What is a point in days earned worth to income? - answerApproximately $10/car
What is our goal for days earned? - answer93.5%
Explain the difference between an uninsured loss and a reserve loss. -
answerUninsured loss covers damages due to a non-revenue producing situation
Reserve loss - covers damages due to a revue producing situation
How are your reserves calculated and determined by Ralph? Why do we multiply it by
110% - answerAccumulative 12 month loss divided by 12 times 110% divided by your
fleet.
Due to inflation
In order to reduce reserves, you must focus on underwriting. Give me 3 examples of
what you can do as an AM to impact this area. - answerObtain insurance information.
Get two phone numbers minimum.
Up to date callbacks.
Complete the Customer Qualification/Cash form in Ecars 2.0
Adhere to GP08 guidlines
What was your branch expense for reserves last month? - answer
What is the name of the committee that handles ethical issues and concerns? - answer
Business Ethics Committee
Name the committee members? - answer
If you are faced with an ethical concern, what are 4 ways you could take to bring it
forward to the proper individuals? - answer1) Contact one of the four members of the
Business Ethics Committee
2) Send a letter to the Business Practices Committee
3) Contact your ARM
What is the expectation in preparing a branch CRS?
How soon should it be taken to the bank?
What do you do if you are unable to do a deposit? - answer Branch CRS should be
completed daily.
Take the deposit to the bank the same day.
Send an email message to your Area Accountant and Area Manager stating why a
deposit could not be completed.
What is our regional goal for bad debt? - answer$5/car
What are 4 ways we can control bad debt? - answerProper underwriting, PO
process/pends, daily callback completion, aggressively work ARs.
How do you calculate breakeven? - answerTotal income less operating profit.
What is the best way to reduce your breakeven? - answerGrow fleet/increase days
earned.
What is the ADR of the chosen Branch? - answer
What would ADR need to be in order to get chosen branch to the ADR Goal? - answer
,It is start of the business day and the days earned at your branch is 88%. Name at least
5 things you could do as the assistant manager to improve your days earned%? -
answerWork phones/quote aggressively.
Send someone out to market.
Phone Market.
Switch out flip customers.
Find branches to take your extra fleet.
Call reservations to confirm and offer immediate pickup.
What are the Profitability Non-Negotiables? - answerLot plan
Ticket by ticket management
30 minutes of sales training per day in the office.
Explain your branch's lot plan? - answerWalk the lot 100% of the time?
Clean cars parked by car class in front with the showcase/higher car classes parked by
the door. Smallest cars parked furthest away.
Scenario: Your branch has a rental (claimant - total loss) that was given a last day
yesterday. You tried to contact the renter multiple times with no response. The debit
card declines. How would you handle this situation? - answerEmployee should
demonstrate an awareness of the conversion process:
Methods of contacting the renter-contact shop, request skip trace
Vehicle repossession best practices
Complete conversion checklist and escalate to next level of management
What would be the deadline to recover the unit before it gets written off? - answerEnd of
the following month.
How would that affect the branches bottom line? - answeraffects the branches
uninsured losses.
Who can authorize a unit to be reported stolen? - answerRisk manager and RVP
Ask the employee to review their process (role-play) for selling optional products.
Employee should demonstrate awareness of the 3 key sales points. - answer1)Products
are always optional
2)They may duplicate existing coverage
, 3) Employees are not qualified to comment on any existing coverage the renter may
have
Why are the following products always optional?
DAMAGE WAIVER and SUPPLEMENTAL LIABILITY PROTECTION - answerDW -
Texas State Law
SLP - Enterprise is self-insured.
Ask the employee to role play the outgoing vehicle inspection process. -
answerEmployee should demonstrate usage of the damage evaluator.
Actually engage the customer, check for the spare, umpire stance and check the roof.
Employee should explain to customer they are initialing the inspection to agree there is
no damage to the vehicle.
What is a point in days earned worth to income? - answerApproximately $10/car
What is our goal for days earned? - answer93.5%
Explain the difference between an uninsured loss and a reserve loss. -
answerUninsured loss covers damages due to a non-revenue producing situation
Reserve loss - covers damages due to a revue producing situation
How are your reserves calculated and determined by Ralph? Why do we multiply it by
110% - answerAccumulative 12 month loss divided by 12 times 110% divided by your
fleet.
Due to inflation
In order to reduce reserves, you must focus on underwriting. Give me 3 examples of
what you can do as an AM to impact this area. - answerObtain insurance information.
Get two phone numbers minimum.
Up to date callbacks.
Complete the Customer Qualification/Cash form in Ecars 2.0
Adhere to GP08 guidlines
What was your branch expense for reserves last month? - answer
