MQI STUDY GUIDE TEST
PRE MQI - answer Terrill Steele
4 Core Areas - answer Customer Service
Employee Development
Fleet Growth
Profitability
ESQI Plan - answer Close 100% clean every night, office and cars
Meet every customer at the door with launchpad and give Enterprise Greeting
Complete Just Written Call Log
Carp/Confirm/Priority Pass 100% of customers
Constant communication with Insurance Customers
Fleet Growth Plan - answerMarketing plan
CARP/Confirm/priority pass
utilize BOSS (Branch Outside Sales System)
Regional Plan
Complete Clean Pledge - answerEnterprise promise for best practices recommended by
health authorities to ensure safety.
Cars completely sanitized, most touched areas sanitized.
Cleaned, sanitized, wiped down, vacuumed, deodorized
48 Hour Theft Waiver - answerIf an insurance customer's car has been stolen, they
have 48 hours to recover the stolen vehicle. If vehicle is found, renter nor insurance
company is responsible for 2 rental days. Branch eats those days.
if theft waiver is not on original reservation then Write off goes to 0535-Referral
Commission (theft waiver in reason) then accounting will move it to 1480
Auto Detailer on boarding process - answerTeam introductions and expectations
Introduce all products, tools and protective gear
Vehicle prep check list, end of the day check list
Auto Detailer evals, duties, MSDS binder and OSHA info
Preparing for Peak Time - answerTriage Plan
Phone Plan
Duty Roster
Scheduling tool
Transaction tool
Game Plan functionality
,Rental Ready
Emp/Family - answerRentals booked via MyEhTrip
Employee 50%
Family 33%
Rental length 30 days
Emerald Club rewards not eligible
Ticket must be written and closed by a manager.
De-escalation - answerPatient
Listen
Empathetic
Assure/apologize
Save the
Experience
Customer Service Excellence - answerPhone Calls
Pickup and delivery
Branch Arrival
Rental contract
Vehicle Return
Plan to increase profitability and sales - answerRegional Goals
C&I Revenue = $1200/car
Net other revenue = $100/car
ADR = $42/car
DE % = 92%
DE Growth 4%
ESQI used to be 85, corporate average changes monthly, stay above corp avg
Expenses
Personnel = $150/car
Collision and Comp = $55/car
Uninsured losses = $10/car
Bad Debt = $5/car
Cust Sat = $2/car
T&E = $2/car
Fuel = ($7)/car
My Career - answerresource to help employees with career decisions
Inclement Weather Plan - answerBe Safe
Know your Regional inclement weather plan
Know phone numbers of employees
Have rock salt, broom, shovel, ice scrapers
Arrive 30 min early to branch
, Fleet Management - answerFull service fleet solution division
Committed to providing solutions to companies that have between 20-300 vehicles in
their fleet.
Assemble a customized program for each business
Leads are sent to Fleet Management with customers name, business name and phone
number
Benefits of enterprise car sales - answerHaggle free buying
Vehicle certification
Trade ins and financing
7 day repurchase agreement
12 months/12000 mile warranty
worry free ownership
enterprise truck - answerwe have a division that specializes in trucks. Get name number
and contact truck
Triage - answerEmployee positioning in the branch to help organize the flow customers
and employee
LaunchPad- messaging, task, Rental Ready, Leaderboard, Fleet
Value Proposition Marketing - answerStrong intro, fact find
Enterprise Difference - locations, people, technology, responsiveness
HUMAN RESOURCES - answerRyan Cramer
Internal Promotional Process - answerMT: SET @ 90 days, Roadmaps Current.
MQI @ 9 months, Roadmaps 1-8 submitted,
Top 50% 2 of last 4 months
MA: Top 50% 2 of last 4 months
ABRM: ESQI 3/6/12 month
BRM: ESQI 3/6/12 month
Employee Development and Retention Plan - answerHiring
Onboarding
Employee Development
Accountability
Hiring - answerStandardized, behavioral interview questions
Complete interview evaluation grade sheet
Observation checklist by manager
New Hires - answerAll new hires begin on same day attending New Hire Orientation
New Hires are placed at strategic branches to limit commute when possible
New hires will remain at branch for first 6 months
MT can move after 4 months to airport only
PRE MQI - answer Terrill Steele
4 Core Areas - answer Customer Service
Employee Development
Fleet Growth
Profitability
ESQI Plan - answer Close 100% clean every night, office and cars
Meet every customer at the door with launchpad and give Enterprise Greeting
Complete Just Written Call Log
Carp/Confirm/Priority Pass 100% of customers
Constant communication with Insurance Customers
Fleet Growth Plan - answerMarketing plan
CARP/Confirm/priority pass
utilize BOSS (Branch Outside Sales System)
Regional Plan
Complete Clean Pledge - answerEnterprise promise for best practices recommended by
health authorities to ensure safety.
Cars completely sanitized, most touched areas sanitized.
Cleaned, sanitized, wiped down, vacuumed, deodorized
48 Hour Theft Waiver - answerIf an insurance customer's car has been stolen, they
have 48 hours to recover the stolen vehicle. If vehicle is found, renter nor insurance
company is responsible for 2 rental days. Branch eats those days.
if theft waiver is not on original reservation then Write off goes to 0535-Referral
Commission (theft waiver in reason) then accounting will move it to 1480
Auto Detailer on boarding process - answerTeam introductions and expectations
Introduce all products, tools and protective gear
Vehicle prep check list, end of the day check list
Auto Detailer evals, duties, MSDS binder and OSHA info
Preparing for Peak Time - answerTriage Plan
Phone Plan
Duty Roster
Scheduling tool
Transaction tool
Game Plan functionality
,Rental Ready
Emp/Family - answerRentals booked via MyEhTrip
Employee 50%
Family 33%
Rental length 30 days
Emerald Club rewards not eligible
Ticket must be written and closed by a manager.
De-escalation - answerPatient
Listen
Empathetic
Assure/apologize
Save the
Experience
Customer Service Excellence - answerPhone Calls
Pickup and delivery
Branch Arrival
Rental contract
Vehicle Return
Plan to increase profitability and sales - answerRegional Goals
C&I Revenue = $1200/car
Net other revenue = $100/car
ADR = $42/car
DE % = 92%
DE Growth 4%
ESQI used to be 85, corporate average changes monthly, stay above corp avg
Expenses
Personnel = $150/car
Collision and Comp = $55/car
Uninsured losses = $10/car
Bad Debt = $5/car
Cust Sat = $2/car
T&E = $2/car
Fuel = ($7)/car
My Career - answerresource to help employees with career decisions
Inclement Weather Plan - answerBe Safe
Know your Regional inclement weather plan
Know phone numbers of employees
Have rock salt, broom, shovel, ice scrapers
Arrive 30 min early to branch
, Fleet Management - answerFull service fleet solution division
Committed to providing solutions to companies that have between 20-300 vehicles in
their fleet.
Assemble a customized program for each business
Leads are sent to Fleet Management with customers name, business name and phone
number
Benefits of enterprise car sales - answerHaggle free buying
Vehicle certification
Trade ins and financing
7 day repurchase agreement
12 months/12000 mile warranty
worry free ownership
enterprise truck - answerwe have a division that specializes in trucks. Get name number
and contact truck
Triage - answerEmployee positioning in the branch to help organize the flow customers
and employee
LaunchPad- messaging, task, Rental Ready, Leaderboard, Fleet
Value Proposition Marketing - answerStrong intro, fact find
Enterprise Difference - locations, people, technology, responsiveness
HUMAN RESOURCES - answerRyan Cramer
Internal Promotional Process - answerMT: SET @ 90 days, Roadmaps Current.
MQI @ 9 months, Roadmaps 1-8 submitted,
Top 50% 2 of last 4 months
MA: Top 50% 2 of last 4 months
ABRM: ESQI 3/6/12 month
BRM: ESQI 3/6/12 month
Employee Development and Retention Plan - answerHiring
Onboarding
Employee Development
Accountability
Hiring - answerStandardized, behavioral interview questions
Complete interview evaluation grade sheet
Observation checklist by manager
New Hires - answerAll new hires begin on same day attending New Hire Orientation
New Hires are placed at strategic branches to limit commute when possible
New hires will remain at branch for first 6 months
MT can move after 4 months to airport only
