MQI Exam Questions With New Update Solutions A+ Pass

MQI Exam Questions With New Update Solutions A+ Pass 5 Musts - Answer- 1. Close Clean and "Rental Ready" 2. Strong talk path 3. 24hr calls/email 4. Callbacks and Pends 5. 3 Critical Questions 3 Critical Questions - Answer- 1. How was the Customer Service you received? 2. Is there anything we could have done better for you? 3. Are you completely satisfied? Values - Answer- 1. We work hard and reward hard work 2. Our company is a fun and friendly place where teamwork rules 3. We strengthen our communities one neighborhood at a time 4. Customer service is our way of life 5. Our brands are the most valuable thing we own nal honesty and integrity are the foundation of our success. 7. Great things happen when we listen... to our customers and each other 8. Our doors are always open Days Earned Growth - Answer- Percentage of cars on rent compared to last year Drop Formula - Answer- Days x Rate x Occupancy + Package = IPC C&I - Answer- Customer and Internal Revenue (DRO of DROP) Action Plan for Driving Rate - Answer- 1. strong lot plan 2. Suburban Mentality (sell nicest car first) 3. 50/40/30 talkpath for insurance 4. walk the lot with a purpose every time! 5. Lost I Rate Upsell Keys - Answer- 1. Comfort 2. Fuel 3. Acceleration/Engine Action Plan for Increasing Net Other - Answer- 1. Morning huddles - Role Play 2. Offer every product 3. Lead by example 4. Ticket by ticket mentality 5. Trackers Define Internal and External Maintenance, How Do You Effect Cost - Answer- Internal Maintenance - VM External Maintenance - Tires Plus, Pep Boys You can't affect the cost, if is a spread cost Comp and Collision - Answer- Money we pay to repair our vehicle while they are in a revenue generating state. - 12 month rolling average of our LPU (loss per Unit) Comp and Collision Goal - Answer- 20% of net other What Makes Up Comp & Collision - Answer- 1. Waiver Hits 2. Subrogated Bad Date - uncollected deductibles - unpaid claims What is a Good Personnel Expense Goal - Answer- $150's Tangible Ways to Effect Personnel Expense - Answer- 1. Lunch 2. Grow the Fleet 3. Use a staff Schedule Bad Debt - Answer- Money that we don't collect from our billable accounts within 90 days. - Chargebacks How to prevent chargebacks - Answer- Good Callbacks Uninsured losses - Answer- Cost of fixing a car in a non revenue generating state. 5 uninsured loss types - Answer- 1. Acts of God 2. Vandalism 3. Conversion 4. Missed (undocumented) damage 5. Employee damage Goal for uninsured losses - Answer- $9/Car Goal for undocumented damage - Answer- $5/car Customer Satisfaction goal - Answer- $1-2/Car ARQ goal - Answer- 85 Fuel goal - Answer- $1-2/Car Credit Bad Debt Goal - Answer- $5 a car