GRILL MQI ANSWERS
Who began enterprise/ year? - answer Jack Taylor 1957 (7 cars)
What was name of company in 1957? – answer Executive Leasing
In what year did our group rent its first vehicle? - answer1990
Executive Chairman – answer Andy Taylor
President – answer Pam Nicholson
CEO – answer Pam Nicholson
Senior VP of NA Operations – answer Chrissy Taylor
Senior VP of the Northeast – answer Rob Wilson
VP / GM of Group 57 - answerGreg Cavoli
Regional Area Manager of the North - answerTom Walling
What business Lines do we operate? - answerRental, Truck, Fleet, We Share, Car
Sales
4 Balanced Areas - answerEmployee Development #1
Customer Service
Growth
Profitability
Be able to list Founding Values - answer-Our brand is the most Valuable thing
-personal honestly and integrity is the foundation of our success
-customer service is a way of life
-enterprise is a fun and friendly environment where teamwork rules
-we work hard and reward had work
-we strengthen our communities one neighborhood at a time
-great things happen when we list to our customers and our employees
-our doors are always open
you believe an employee is unethical in his or her approach to selling up, what do you
do? - answer- confront
-explain why unethical
-show alternate approach
, -monitor
you see manager take money from cashbox, balance it later and cash six still missing,
what do you do? - answerAsk around office
opportunity to fess up
go to area manager
what does it mean to exceed expectations - answerto go above and beyond the call of
duty to make customer happy
Mission Statement - how it affects you - answerwe want to be the best
exceed customers expectations
be a great place to work
serve communities
5 step plan for customer service - answerclean cars / clean office
priority pass / carp
business cards / handshakes
callbacks and pended
3 critical questions
what is priority pass? 3 reasons it can increase ESQI - answerPriority pass is system
where we call customer right away to set up reservation
1. carp them
2. just feels like priority
3. expedites service
Cust says agent told her not to take the insurance - answerokay no problem, it is not
insurance but a protection for your policy. most customers go with our protection, what it
does do, is protects your policy and if something does happen instead of collecting your
deduct and filing another claim we will take on the full cost for you
during vehicle return customer complains that it was dirty and smelled like smoke -
answerlisten to concern
apologies
offer options
ask what I can doc to make them completely satisfied
what is a callback - answertool used to keep an open line of communication through
rental process with customer adj and body shop
how can you effectively run front counter - answer5 min meeting
ticket by ticket
phones
callbacks/pendeds
lot arrangement
Who began enterprise/ year? - answer Jack Taylor 1957 (7 cars)
What was name of company in 1957? – answer Executive Leasing
In what year did our group rent its first vehicle? - answer1990
Executive Chairman – answer Andy Taylor
President – answer Pam Nicholson
CEO – answer Pam Nicholson
Senior VP of NA Operations – answer Chrissy Taylor
Senior VP of the Northeast – answer Rob Wilson
VP / GM of Group 57 - answerGreg Cavoli
Regional Area Manager of the North - answerTom Walling
What business Lines do we operate? - answerRental, Truck, Fleet, We Share, Car
Sales
4 Balanced Areas - answerEmployee Development #1
Customer Service
Growth
Profitability
Be able to list Founding Values - answer-Our brand is the most Valuable thing
-personal honestly and integrity is the foundation of our success
-customer service is a way of life
-enterprise is a fun and friendly environment where teamwork rules
-we work hard and reward had work
-we strengthen our communities one neighborhood at a time
-great things happen when we list to our customers and our employees
-our doors are always open
you believe an employee is unethical in his or her approach to selling up, what do you
do? - answer- confront
-explain why unethical
-show alternate approach
, -monitor
you see manager take money from cashbox, balance it later and cash six still missing,
what do you do? - answerAsk around office
opportunity to fess up
go to area manager
what does it mean to exceed expectations - answerto go above and beyond the call of
duty to make customer happy
Mission Statement - how it affects you - answerwe want to be the best
exceed customers expectations
be a great place to work
serve communities
5 step plan for customer service - answerclean cars / clean office
priority pass / carp
business cards / handshakes
callbacks and pended
3 critical questions
what is priority pass? 3 reasons it can increase ESQI - answerPriority pass is system
where we call customer right away to set up reservation
1. carp them
2. just feels like priority
3. expedites service
Cust says agent told her not to take the insurance - answerokay no problem, it is not
insurance but a protection for your policy. most customers go with our protection, what it
does do, is protects your policy and if something does happen instead of collecting your
deduct and filing another claim we will take on the full cost for you
during vehicle return customer complains that it was dirty and smelled like smoke -
answerlisten to concern
apologies
offer options
ask what I can doc to make them completely satisfied
what is a callback - answertool used to keep an open line of communication through
rental process with customer adj and body shop
how can you effectively run front counter - answer5 min meeting
ticket by ticket
phones
callbacks/pendeds
lot arrangement
