MQI Study Guide - Group 24 Revised
8 Founding Values - answer1. Our brand is most valuable thing we own
2. Personal honesty/integrity are the foundations to our success
3. Customer service is our way of life
4. Enterprise is a fun and friendly environment where teamwork rules
5. We work hard and reward hard work
6. Great things happen when we listen to customers and each other
7. We strengthen our communities one neighborhood at a time
8. Our doors are open
4 Core Areas - answer1. Customer Service
2. Employee Development
3. Growth
4. Profit
MT/MA Matrix - answer- 3 month ESQI score
- I-rate
- I-tar minus upgrades
- R-tar minus upgrades
- DE Growth
ABM Matrix - answer- 3 month ESQI score
- I-tar minus upgrades
- R-tar minus upgrades
- DE growth
- Branch IPC
BRM Matrix - answer- 3 month ESQI score
- Branch I-tar minus upgrades
- Branch R-tar minus upgrades
- DE Growth
- Branch OP
- Branch employee matrix rankings
ARM Matrix - answer- Area 1 month SQI
- All in retention
- Area OP
- Area DE Growth
RVP Matrix - answer- Region 1 month SQI
- Region Retention
- Region DE Growth
,- Region OP
President's Award - answer- August 1st to July 31st
- Above average in ESQI, Net Profit, and DE Growth
- Takes ethics and retention into consideration
Exceptional Achievement Award (EAA) - answer- March through February
- Region above average in ESQI, Net Profit, and DE Growth
- Presented at meeting in Orlando
How to Set Yourself Apart - answer- Willing to relocate
- Going to the airport
- Participate in community service
- Go to happy hours and elite club
Core Competencies - answer- Customer Service
- Communication
- Flexibility
- Sales Orientation
- Leadership
- Work Ethic
Department Heads - answerTalent Acquisition - Jen Santiago
Risk Management - Liz B
HR - Melissa Yuka
Business Management - Steve Schecter
Vehicle Repair - Ian Silverman
Vehicle Adjustment - Steve Karamitas
Remarketing - John Ragimierski
PDF - Pat Cosgove
What are the 3 P's of SQI - answerPeople, Products, Process
People - answer- Enthusiasm and empathy
- Detailed communication
- Business cards
- 3 Critical Questions
Products - answer- Fuel
- Cleanliness
Process - answer- Launch Pad usage
- Rental ready
SQI Absolutes - answer- 3 P's
- Defined and posted peak plan
, - Morning huddles
- Bottom 5 branch visits with follow up action plan
SQI Reporting - answer- Report on RAMP that shows 3, 6, and 12 month ESQI
- Completely satisfied, somewhat satisfied, none, somewhat dissatisfied, completely
dissatisfied
Current Branch ESQI Scores - answer3 month - 83+
6 month - 85+
12 month - 88+
SQI by Business Segment - answerBreakdown of replacement SQI, corporate SQI, and
retail SQI
What does a peak plan look like? - answerDefined schedule of having your people in
the right places at all times of the day
How does peak plan drive service? - answer- efficiency for customers and employees
have an organized plan set in place
- All aspects of the branch are covered throughout the whole day (phones, counter,
ridebacks, etc)
Plans to drive service - answerPeople - morning meetings and courtesy basics
Products - 100% clean close and quality control log
Process - 100% rental ready, 3 critical questions, carefully explaining the process
De-escalation best practices - answerLAURA
LAURA Acronym - answerL - listen
A - acknowledge
U - understand
R - relate
A - act
Growth Absolutes - answer- 5% growth or above corporate average
- red/yellow car execution: under 1 hour initial contact, daily yellow follow ups
- Branch PDM completed by 7th of each month
- Weekly marketing: Wed/Thurs mgmt w rrm/rvp involvement; 3/2/1 weekly expectation;
target accounts by segment
- *83 expectation and management: CAP report, res creation reporting
Branch MTD/YTD DE Growth - answerMTD: 4.9%
YTD: 10%
Key factors to grow business - answer- Yes mentality
- Take in all deals and look for cars after
8 Founding Values - answer1. Our brand is most valuable thing we own
2. Personal honesty/integrity are the foundations to our success
3. Customer service is our way of life
4. Enterprise is a fun and friendly environment where teamwork rules
5. We work hard and reward hard work
6. Great things happen when we listen to customers and each other
7. We strengthen our communities one neighborhood at a time
8. Our doors are open
4 Core Areas - answer1. Customer Service
2. Employee Development
3. Growth
4. Profit
MT/MA Matrix - answer- 3 month ESQI score
- I-rate
- I-tar minus upgrades
- R-tar minus upgrades
- DE Growth
ABM Matrix - answer- 3 month ESQI score
- I-tar minus upgrades
- R-tar minus upgrades
- DE growth
- Branch IPC
BRM Matrix - answer- 3 month ESQI score
- Branch I-tar minus upgrades
- Branch R-tar minus upgrades
- DE Growth
- Branch OP
- Branch employee matrix rankings
ARM Matrix - answer- Area 1 month SQI
- All in retention
- Area OP
- Area DE Growth
RVP Matrix - answer- Region 1 month SQI
- Region Retention
- Region DE Growth
,- Region OP
President's Award - answer- August 1st to July 31st
- Above average in ESQI, Net Profit, and DE Growth
- Takes ethics and retention into consideration
Exceptional Achievement Award (EAA) - answer- March through February
- Region above average in ESQI, Net Profit, and DE Growth
- Presented at meeting in Orlando
How to Set Yourself Apart - answer- Willing to relocate
- Going to the airport
- Participate in community service
- Go to happy hours and elite club
Core Competencies - answer- Customer Service
- Communication
- Flexibility
- Sales Orientation
- Leadership
- Work Ethic
Department Heads - answerTalent Acquisition - Jen Santiago
Risk Management - Liz B
HR - Melissa Yuka
Business Management - Steve Schecter
Vehicle Repair - Ian Silverman
Vehicle Adjustment - Steve Karamitas
Remarketing - John Ragimierski
PDF - Pat Cosgove
What are the 3 P's of SQI - answerPeople, Products, Process
People - answer- Enthusiasm and empathy
- Detailed communication
- Business cards
- 3 Critical Questions
Products - answer- Fuel
- Cleanliness
Process - answer- Launch Pad usage
- Rental ready
SQI Absolutes - answer- 3 P's
- Defined and posted peak plan
, - Morning huddles
- Bottom 5 branch visits with follow up action plan
SQI Reporting - answer- Report on RAMP that shows 3, 6, and 12 month ESQI
- Completely satisfied, somewhat satisfied, none, somewhat dissatisfied, completely
dissatisfied
Current Branch ESQI Scores - answer3 month - 83+
6 month - 85+
12 month - 88+
SQI by Business Segment - answerBreakdown of replacement SQI, corporate SQI, and
retail SQI
What does a peak plan look like? - answerDefined schedule of having your people in
the right places at all times of the day
How does peak plan drive service? - answer- efficiency for customers and employees
have an organized plan set in place
- All aspects of the branch are covered throughout the whole day (phones, counter,
ridebacks, etc)
Plans to drive service - answerPeople - morning meetings and courtesy basics
Products - 100% clean close and quality control log
Process - 100% rental ready, 3 critical questions, carefully explaining the process
De-escalation best practices - answerLAURA
LAURA Acronym - answerL - listen
A - acknowledge
U - understand
R - relate
A - act
Growth Absolutes - answer- 5% growth or above corporate average
- red/yellow car execution: under 1 hour initial contact, daily yellow follow ups
- Branch PDM completed by 7th of each month
- Weekly marketing: Wed/Thurs mgmt w rrm/rvp involvement; 3/2/1 weekly expectation;
target accounts by segment
- *83 expectation and management: CAP report, res creation reporting
Branch MTD/YTD DE Growth - answerMTD: 4.9%
YTD: 10%
Key factors to grow business - answer- Yes mentality
- Take in all deals and look for cars after
