MQI STUDY GUIDE - GROUP 24 REVISED
EXAM QUESTIONS WITH CORRECT
ANSWERS
/. 8 Founding Values - Answer-✅1. 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 - Answer-✅1. 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 - Answer-✅Talent 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 - Answer-✅People, 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 - Answer-✅3 month - 83+
6 month - 85+
12 month - 88+
/.SQI by Business Segment - Answer-✅Breakdown of replacement SQI, corporate SQI,
and retail SQI
/.What does a peak plan look like? - Answer-✅Defined 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 - Answer-✅People - 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 - Answer-✅LAURA
/.LAURA Acronym - Answer-✅L - 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
EXAM QUESTIONS WITH CORRECT
ANSWERS
/. 8 Founding Values - Answer-✅1. 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 - Answer-✅1. 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 - Answer-✅Talent 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 - Answer-✅People, 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 - Answer-✅3 month - 83+
6 month - 85+
12 month - 88+
/.SQI by Business Segment - Answer-✅Breakdown of replacement SQI, corporate SQI,
and retail SQI
/.What does a peak plan look like? - Answer-✅Defined 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 - Answer-✅People - 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 - Answer-✅LAURA
/.LAURA Acronym - Answer-✅L - 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
