GROUP 44 MQI- BUSINESS
MANAGEMENT
What are four controllable costs, and how can you control them? - answerFuel: properly
explaining fuel expectations for customers: two differnet options, and then holding
customers accountable.
customer satisfaction:
- 100% ESQi plan
1. All cars cleaned, staged and spot checked the night before. Returns are cleaned
immediately. If it sits, it's clean.
2. Rental Ready: Expectation is 100% completion. QB plan should be executed daily!
Confirm reservation and pick up time, what they will need at time of rental. Ask if they
have any questions
3. Morning meeting to set tone and schedule for the day
4. Perfect greeting where employee delivers full Enterprise Service Standard every
time: Meet customer at door with high energy, including a smile, handshake and
professional intro. ESS is a customer viewing employee as excellent by way we service
customers: high urgency to fill customer's needs, high energy/enthusiasm, listens and
emphasizes.
5. Appreciation Calls to be completed within next business day, critical closing
conversation, and Drop Calls completed at conclusion of each rental: how was
everything, how did we do? Anything we can improve on for next time? Invite them back
again.
uninsured loss: a. Undocumented damage - make sure you are doing proper trunk to
trunk. Wear damage evaluator
b. Conversion
c. Employee accident
d. Employee liability
bad debt (see bad debt flashcard;
, What's the main thing you can do to lower your per unit costs? - answermain thing you
can do is grow your fleet. Remember, this is a per unit report! More units in fleet = more
costs are being dispersed
Net Other: what is it, what's the goal, how to improve - answer- DW+PAI+SLP+RAP,
GPS revenue, ancillary income (SAT radio, child seats)
o Upgrade and prepaid fuel do not count
o DW is pure revenue
o There is a cost associated with SLP and PAI (we purchase the insurance)
improve by emphasize sales in branch with employees. Morning meetings to set
expectations, hold accountable for expectations (ex. recapping previous day sales,
creating incentives for top sales) training employees on selling (ex. role plays,
overcoming objections), shadowing successful sellers.
C&I: what is it, what's the goal, how to improve - answerIncome from daily rate +
mileage - discounts
Is income from daily rate ADR x DE % x Days of month?
How to increase ADR: upgrades. Get customers into larger cars and have them pay for
it
DE% - be aggressive as much as possible, run tight. yes mentality. capitalize on easy
business (good red car operation)
DE%: what it is, what's the goal - answerActual rental days/potential rental days
Goal: 91-92% each month
Additional 1% in DE% is roughly $12 additional in revenue
DE Growth: what it is, what's the goal - answerCurrent month days - Prior month
days/prior month days
Total Revenue: what it is, what's the goal, how can you improve - answerC&I Revenue
+ Net Other
Average Daily Rate x Days of Month x Days Earned % + Net Other
How to improve: see C&I and net other
MANAGEMENT
What are four controllable costs, and how can you control them? - answerFuel: properly
explaining fuel expectations for customers: two differnet options, and then holding
customers accountable.
customer satisfaction:
- 100% ESQi plan
1. All cars cleaned, staged and spot checked the night before. Returns are cleaned
immediately. If it sits, it's clean.
2. Rental Ready: Expectation is 100% completion. QB plan should be executed daily!
Confirm reservation and pick up time, what they will need at time of rental. Ask if they
have any questions
3. Morning meeting to set tone and schedule for the day
4. Perfect greeting where employee delivers full Enterprise Service Standard every
time: Meet customer at door with high energy, including a smile, handshake and
professional intro. ESS is a customer viewing employee as excellent by way we service
customers: high urgency to fill customer's needs, high energy/enthusiasm, listens and
emphasizes.
5. Appreciation Calls to be completed within next business day, critical closing
conversation, and Drop Calls completed at conclusion of each rental: how was
everything, how did we do? Anything we can improve on for next time? Invite them back
again.
uninsured loss: a. Undocumented damage - make sure you are doing proper trunk to
trunk. Wear damage evaluator
b. Conversion
c. Employee accident
d. Employee liability
bad debt (see bad debt flashcard;
, What's the main thing you can do to lower your per unit costs? - answermain thing you
can do is grow your fleet. Remember, this is a per unit report! More units in fleet = more
costs are being dispersed
Net Other: what is it, what's the goal, how to improve - answer- DW+PAI+SLP+RAP,
GPS revenue, ancillary income (SAT radio, child seats)
o Upgrade and prepaid fuel do not count
o DW is pure revenue
o There is a cost associated with SLP and PAI (we purchase the insurance)
improve by emphasize sales in branch with employees. Morning meetings to set
expectations, hold accountable for expectations (ex. recapping previous day sales,
creating incentives for top sales) training employees on selling (ex. role plays,
overcoming objections), shadowing successful sellers.
C&I: what is it, what's the goal, how to improve - answerIncome from daily rate +
mileage - discounts
Is income from daily rate ADR x DE % x Days of month?
How to increase ADR: upgrades. Get customers into larger cars and have them pay for
it
DE% - be aggressive as much as possible, run tight. yes mentality. capitalize on easy
business (good red car operation)
DE%: what it is, what's the goal - answerActual rental days/potential rental days
Goal: 91-92% each month
Additional 1% in DE% is roughly $12 additional in revenue
DE Growth: what it is, what's the goal - answerCurrent month days - Prior month
days/prior month days
Total Revenue: what it is, what's the goal, how can you improve - answerC&I Revenue
+ Net Other
Average Daily Rate x Days of Month x Days Earned % + Net Other
How to improve: see C&I and net other
