MQI study guide Exam
General Knowledge: ❒ why do we put our financial statements into per units vs. whole
dollars? - answer- Gives you the ability to compare between branches of different fleet
sizes
- Compare yourself within the group
General Knowledge: ❒ What two backend columns on the per unit are most impacted
by fleet size? - answer- Branch/Group overhead
- Personal expense
- More units cause the per unit expense of the FIXED cost of branch an group overhead
to lower
General Knowledge: ❒ What five backend columns on the per unit do you have the
most impact on? - answer- BUGSP
- Bad debt (Goal: $3/car)
- Uninsured Losses (Goal: $9/car)
- Gas (Goal: $0(or less) home city $1/car)
- Satisfaction(customer) (Goal: $1-2/car)
- Personal (Goal: $165/car)
how to impact satasfaction - answerfriendlyness timlesness and clenleness
General Knowledge: Break down Uninsured Losses Types, Goals for each, and overall
goal - answer- Overall: Goal: $9/car
- Undocumented damage (Goal: $6/car)
- Employee Accident (Goal: $2/car)
- Conversion (Goal: $1/car)
General Knowledge: ❒ What columns on the per unit are most impacted by the number
of days in a month? - answer- Personal Expense
- Depreciation/Insurance
- (Because these categories are calculated on a daily basis)
General Knowledge: ❒ How does poor UIL impact your ADR? - answer- Effects your
days earned percentage which directly affects your Average Daily Rate.
- Less upgrade opportunities
General Knowledge: ❒ When is it acceptable to pend a ticket? - answer- Drop at shop
account
- When we need extension on bill-to's
,General Knowledge: ❒ When is it never acceptable to pend a ticket? - answer- Retail
customer
- Customer claims he is short on deposits and he will pay later
General Knowledge: ❒ What is a chargeback? - answer- Occurs when theres a dispute
on the transaction, either:
- Bank issued
-Customer initiated
- (Goes straight to bad debt)
General Knowledge: ❒ What four critical items must occur at the Branch level for
Business Management to successfully fight a chargeback? - answer- Signed contract
- Proper underwriting (DL, CC match, Age(car class))
- Swiped/pinned credit card
- Authorization used within 30 days (Re-Write)
General Knowledge: ❒ Why would a bank issue a non-customer disputed chargeback?
- answer- When the bank suspect the card is being used for fraud (Multiple charges,
"fishing" "stacking" for auth)
- Attempts within 24hours of decline on card
General Knowledge: ❒ What is a forcecharge? - answer- When we've exhausted
options for payment/Customer fails to provide
- Customer gets billed directly
- (Hits bad debt in same month)
General Knowledge: ❒ What five things do we utilize RFS for? - answer- Add notes to
closed tickets
- Email invoices
- Open or close cash box
- Make adjustments to contracts
- Accounts receivables (viewing/connecting)
General Knowledge: ❒ What is the most important column to work on your A/R run? -
answer- Most important is 30 days
- Most urgent 60 days
- Hits bad debt after 90 days
General Knowledge: ❒ If you are my ABRM and you are assigning me callbacks, walk
me through your expectations and follow-up. - answer- Expectations
- (Done on a daily basis)
- (looking at rentals that have: Missed return date, Less than $300 auth, Last
day/rewrite, insurnace/bodyshop callbacks)
- Follow up
- (Daily, resolving any issues)
, General Knowledge: ❒ I am a retail customer whose credit card declines. I return the
vehicle on Tuesday and promise to come in on Friday to settle my balance. What do
you do with the ticket? - answer- Close ticket and force charge
- Adjustments can be made in rfs after
- Schedule a date and time for the payment
General Knowledge: ❒ Why is it important to reconcile the debit card machine on a
daily basis? - answer- So we dont miss funds
- So we dont double charge
- So we dont send back funds to the wrong place (contract)
RFS: ❒ Be able to transfer a receivable to a different party - answer-
RFS: ❒ Be able to make adjustments for overcharges in the number of days - answer-
RFS: ❒ Be able to make adjustments for overcharges in rate - answer-
RFS: ❒ Be able to make adjustments for overcharges in tax - answer-
Per Unit Analysis: ❒ See 'Appendix A' - answer• Be able to fill in the highlighted areas.
Per Unit Analysis: • Know the formula to calculate IPC - answer
Per Unit Analysis: • Perform manual calculations using the predetermined variables
provided. (apendix a) - answer
Per Unit Analysis: • Know the Group's YTD goals: o Bad Debt ($) - answer$3
Per Unit Analysis: • Know the Group's YTD goals: o Uninsured Losses ($) And break
down UL - answer- $9
- Undocumented $6
- Employee/lot damage $2
- Conversions $1
Per Unit Analysis: • Know the Group's YTD goals:o Fuel ($) for home city and airport -
answer- $1 Home city
- $0 Airport
Per Unit Analysis: • Know the Group's YTD goals:o Cust Sat ($) - answer$2
Per Unit Analysis: • Know the Group's YTD goals:o Personnel ($) Home city and airport
- answer- Home city $165
- Airport $180
Per Unit Analysis: • Know the Group's YTD goals: • Know where the Group currently
stands YTD - answer
General Knowledge: ❒ why do we put our financial statements into per units vs. whole
dollars? - answer- Gives you the ability to compare between branches of different fleet
sizes
- Compare yourself within the group
General Knowledge: ❒ What two backend columns on the per unit are most impacted
by fleet size? - answer- Branch/Group overhead
- Personal expense
- More units cause the per unit expense of the FIXED cost of branch an group overhead
to lower
General Knowledge: ❒ What five backend columns on the per unit do you have the
most impact on? - answer- BUGSP
- Bad debt (Goal: $3/car)
- Uninsured Losses (Goal: $9/car)
- Gas (Goal: $0(or less) home city $1/car)
- Satisfaction(customer) (Goal: $1-2/car)
- Personal (Goal: $165/car)
how to impact satasfaction - answerfriendlyness timlesness and clenleness
General Knowledge: Break down Uninsured Losses Types, Goals for each, and overall
goal - answer- Overall: Goal: $9/car
- Undocumented damage (Goal: $6/car)
- Employee Accident (Goal: $2/car)
- Conversion (Goal: $1/car)
General Knowledge: ❒ What columns on the per unit are most impacted by the number
of days in a month? - answer- Personal Expense
- Depreciation/Insurance
- (Because these categories are calculated on a daily basis)
General Knowledge: ❒ How does poor UIL impact your ADR? - answer- Effects your
days earned percentage which directly affects your Average Daily Rate.
- Less upgrade opportunities
General Knowledge: ❒ When is it acceptable to pend a ticket? - answer- Drop at shop
account
- When we need extension on bill-to's
,General Knowledge: ❒ When is it never acceptable to pend a ticket? - answer- Retail
customer
- Customer claims he is short on deposits and he will pay later
General Knowledge: ❒ What is a chargeback? - answer- Occurs when theres a dispute
on the transaction, either:
- Bank issued
-Customer initiated
- (Goes straight to bad debt)
General Knowledge: ❒ What four critical items must occur at the Branch level for
Business Management to successfully fight a chargeback? - answer- Signed contract
- Proper underwriting (DL, CC match, Age(car class))
- Swiped/pinned credit card
- Authorization used within 30 days (Re-Write)
General Knowledge: ❒ Why would a bank issue a non-customer disputed chargeback?
- answer- When the bank suspect the card is being used for fraud (Multiple charges,
"fishing" "stacking" for auth)
- Attempts within 24hours of decline on card
General Knowledge: ❒ What is a forcecharge? - answer- When we've exhausted
options for payment/Customer fails to provide
- Customer gets billed directly
- (Hits bad debt in same month)
General Knowledge: ❒ What five things do we utilize RFS for? - answer- Add notes to
closed tickets
- Email invoices
- Open or close cash box
- Make adjustments to contracts
- Accounts receivables (viewing/connecting)
General Knowledge: ❒ What is the most important column to work on your A/R run? -
answer- Most important is 30 days
- Most urgent 60 days
- Hits bad debt after 90 days
General Knowledge: ❒ If you are my ABRM and you are assigning me callbacks, walk
me through your expectations and follow-up. - answer- Expectations
- (Done on a daily basis)
- (looking at rentals that have: Missed return date, Less than $300 auth, Last
day/rewrite, insurnace/bodyshop callbacks)
- Follow up
- (Daily, resolving any issues)
, General Knowledge: ❒ I am a retail customer whose credit card declines. I return the
vehicle on Tuesday and promise to come in on Friday to settle my balance. What do
you do with the ticket? - answer- Close ticket and force charge
- Adjustments can be made in rfs after
- Schedule a date and time for the payment
General Knowledge: ❒ Why is it important to reconcile the debit card machine on a
daily basis? - answer- So we dont miss funds
- So we dont double charge
- So we dont send back funds to the wrong place (contract)
RFS: ❒ Be able to transfer a receivable to a different party - answer-
RFS: ❒ Be able to make adjustments for overcharges in the number of days - answer-
RFS: ❒ Be able to make adjustments for overcharges in rate - answer-
RFS: ❒ Be able to make adjustments for overcharges in tax - answer-
Per Unit Analysis: ❒ See 'Appendix A' - answer• Be able to fill in the highlighted areas.
Per Unit Analysis: • Know the formula to calculate IPC - answer
Per Unit Analysis: • Perform manual calculations using the predetermined variables
provided. (apendix a) - answer
Per Unit Analysis: • Know the Group's YTD goals: o Bad Debt ($) - answer$3
Per Unit Analysis: • Know the Group's YTD goals: o Uninsured Losses ($) And break
down UL - answer- $9
- Undocumented $6
- Employee/lot damage $2
- Conversions $1
Per Unit Analysis: • Know the Group's YTD goals:o Fuel ($) for home city and airport -
answer- $1 Home city
- $0 Airport
Per Unit Analysis: • Know the Group's YTD goals:o Cust Sat ($) - answer$2
Per Unit Analysis: • Know the Group's YTD goals:o Personnel ($) Home city and airport
- answer- Home city $165
- Airport $180
Per Unit Analysis: • Know the Group's YTD goals: • Know where the Group currently
stands YTD - answer
