Group 51 MQI Study Guide
Founding Value: Our brands... - answer Our brands are the most valuable thing we own
Founding Value: Our doors... - answer Our doors are open
Founding Value: Personal... - answer personal honesty and integrity are the foundations
of our success
Founding Value: Customer... - answer Customer service is our way of life
Founding Value: Enterprise is... - answer Enterprise is a fun and friendly place where
teamwork rules
Founding Value:We work - answer We work hard and we reward hard work
Founding Value: Great things... - answer Great things happen when we listen to each
other and our customers
Founding Value: We strengthen... - answerWe strengthen our communities one
neighborhood at a time
Four Core areas - answer1. Employee development/retention
2. ESQI
3. Growth
4. OP
The 4 C's customer service plan - answer1. customer contact
2. Callbacks
3. Clean Cars
4. Critical Questions
ESQI when employee is mentioned by name? - answer86
Important things to speed up transactions - answer1. rental ready
2. preclean cars
3. launchpad
4 critical questions - answer1. How was our service?
2. Did you get all personal items out of the vehicles, sunglasses, firearms, cellphones?
3. What could we have done better
4. How can we make it up to you?
, PLEASE - answerpatiently listen, empathetically assure, save the experience
How can you grow your pay plan as a manager? - answer1. drive revenue
2. reduce break even
3. days earned growth
PDM - answerperformance development meeting
phone expectations - answeranswer in 2 rings and *83 for reservations
calculation for IPC - answerADR x days of month x days earned% + net other =IPC
effect of $1 increase in IPC - answer$25-$30
1% days earned increase - answer$7-$10
delete policy - answer48 hours for presold
72 normal deletes
risk vs. buyback car - answerguarantee vs. need to sell
Red cars - answer<20 minutes, 2 hour max
Why do we do Drop calls? - answer1. closure
2. differentiate enterprise from body shop
3. ask the critical questions
4. final lasting impression
5 things to inform on drop calls? - answer1. when we received the car
2. condition of the car
3. total charges to a customer
4. total charges to insurance/body shop/ dealership
5. when/ how much of deposit they will get back
Way to tighten up? - answer1. lose cars to a tighter branch
2. call red/yellow cars
3. call accounts/probe for needs
4. work deletes
5. say yes
Ways to qualify for Elite Event? - answer- top insurance rates
-top sales
-top overall
-car sales leads
Founding Value: Our brands... - answer Our brands are the most valuable thing we own
Founding Value: Our doors... - answer Our doors are open
Founding Value: Personal... - answer personal honesty and integrity are the foundations
of our success
Founding Value: Customer... - answer Customer service is our way of life
Founding Value: Enterprise is... - answer Enterprise is a fun and friendly place where
teamwork rules
Founding Value:We work - answer We work hard and we reward hard work
Founding Value: Great things... - answer Great things happen when we listen to each
other and our customers
Founding Value: We strengthen... - answerWe strengthen our communities one
neighborhood at a time
Four Core areas - answer1. Employee development/retention
2. ESQI
3. Growth
4. OP
The 4 C's customer service plan - answer1. customer contact
2. Callbacks
3. Clean Cars
4. Critical Questions
ESQI when employee is mentioned by name? - answer86
Important things to speed up transactions - answer1. rental ready
2. preclean cars
3. launchpad
4 critical questions - answer1. How was our service?
2. Did you get all personal items out of the vehicles, sunglasses, firearms, cellphones?
3. What could we have done better
4. How can we make it up to you?
, PLEASE - answerpatiently listen, empathetically assure, save the experience
How can you grow your pay plan as a manager? - answer1. drive revenue
2. reduce break even
3. days earned growth
PDM - answerperformance development meeting
phone expectations - answeranswer in 2 rings and *83 for reservations
calculation for IPC - answerADR x days of month x days earned% + net other =IPC
effect of $1 increase in IPC - answer$25-$30
1% days earned increase - answer$7-$10
delete policy - answer48 hours for presold
72 normal deletes
risk vs. buyback car - answerguarantee vs. need to sell
Red cars - answer<20 minutes, 2 hour max
Why do we do Drop calls? - answer1. closure
2. differentiate enterprise from body shop
3. ask the critical questions
4. final lasting impression
5 things to inform on drop calls? - answer1. when we received the car
2. condition of the car
3. total charges to a customer
4. total charges to insurance/body shop/ dealership
5. when/ how much of deposit they will get back
Way to tighten up? - answer1. lose cars to a tighter branch
2. call red/yellow cars
3. call accounts/probe for needs
4. work deletes
5. say yes
Ways to qualify for Elite Event? - answer- top insurance rates
-top sales
-top overall
-car sales leads
