MQI EXAM A+ PASS VERIFIED
ANSWERS 2025 Marking Scheme New
Update
Understand the benefits of a diverse workforce/inclusive employer - Answer- -people
want to do business with similar people
-increase in customer and employee base, brings new ideas and growth to the company
-builds a more well rounded business
Know at least 5 reasons employee referrals are an important source for us - Answer- 1.
The new employee will know what to expect and know the business going into the
position
2. Current employees know who will be successful at the position.
3. there is already a mentor/mentee relationship built in
4. Great way to reward current employees(with referral bonus)
5. Referrals show that the current employee enjoys what they are doing
Know the specific HR duties of an ABM - Answer- -monitor and approve hours through
work brain
-Active voice in the hiring process
-Active voice in employee reviews, and progressive discipline, and ensure that
employees follow group policies, training, and road maps
Know how to address failures to follow company/group expectations with your
team(dress code, customer service, etc). - Answer- - set the correct expectations from
the very beginning, day 1
-explain why we have these expectations, for example, dress code is to protect our
brand and show professionalism. Train and coach on the expectation, and follow up
with appropriate discipline if necessary.
8 founding values - Answer- 1. We work hard and we reward hard work.
2. Enterprise is a fun and friendly place where teamwork rules.
3.Great things happen when we listen to our customers and each other.
4.Our doors are always open
5. Customer service is our way of life.
6. Our brand is the most valuable thing we own
7. We strengthen our communities one neighborhood at a time.
8.Personal honesty and integrity are the foundation of our success.
WEGOCOWPE
Know at least 4 ways to find information on employee benefits - Answer- 1. Talk to the
HR manager
, 2. Personal policy and benefits summary book
3. The Hub
4. Benefits Central
Know why it is important for an employee to participate in the company 401k plan -
Answer- -reduces taxable income
-continuous growth of funds, and tax deferred
-company matches at 3%
Know the 3 factors that drive SQI and their order of greatest impact - Answer- 1.
Behaviors of Excellence
2. Cleanliness
3. Timeliness
The Behaviors of Excellence - Answer- Positive Attitude
Handshake
Enthusiasm
Smile
SQI SCORES(branch, area, and group 3 and 12 month) - Answer- 3 month: Branch 88,
Area 87, Group Month: Branch 87; area 85;
Know the Key Customer Service Interactions from Customer Service Excellence -
Answer- 1. Phone call- first impression of ERAC and branch specifically
2. Pickup and Delivery- Initial impression of the rental process, chance to build rapport
3. Branch Arrival- chance to make the customer feel welcome
4.Rental contract- interaction w/customer, opportunity to make appropriate decisions
regarding the right vehicle and protection extras to make sure they are completely
satisfied during the rental
5.To the car
6. Vehicle Return- 3 critical questions, drop call, make sure it was 100% a great return
7. Invitation to return
Know and understand both methods for engaging customers in important conversations
- Answer- State and Wait, Laura
State and Wait - Answer- STATE the issue or problem; make sure the person
understands what you have said, pay attention to the the reaction, and do not begin a
detailed explanation or expect the person will disagree
WAIT, giving the person an opportunity to respond(ask clarifying questions as
necessary and use active listening)
LAURA - Answer- Listen, acknowledge, uncover, respond, ask
Be able to describe our Dangerous Implements Policy including what do you do if you or
one of your employees finds one in a unit/? What happens if you miss identifying one
ANSWERS 2025 Marking Scheme New
Update
Understand the benefits of a diverse workforce/inclusive employer - Answer- -people
want to do business with similar people
-increase in customer and employee base, brings new ideas and growth to the company
-builds a more well rounded business
Know at least 5 reasons employee referrals are an important source for us - Answer- 1.
The new employee will know what to expect and know the business going into the
position
2. Current employees know who will be successful at the position.
3. there is already a mentor/mentee relationship built in
4. Great way to reward current employees(with referral bonus)
5. Referrals show that the current employee enjoys what they are doing
Know the specific HR duties of an ABM - Answer- -monitor and approve hours through
work brain
-Active voice in the hiring process
-Active voice in employee reviews, and progressive discipline, and ensure that
employees follow group policies, training, and road maps
Know how to address failures to follow company/group expectations with your
team(dress code, customer service, etc). - Answer- - set the correct expectations from
the very beginning, day 1
-explain why we have these expectations, for example, dress code is to protect our
brand and show professionalism. Train and coach on the expectation, and follow up
with appropriate discipline if necessary.
8 founding values - Answer- 1. We work hard and we reward hard work.
2. Enterprise is a fun and friendly place where teamwork rules.
3.Great things happen when we listen to our customers and each other.
4.Our doors are always open
5. Customer service is our way of life.
6. Our brand is the most valuable thing we own
7. We strengthen our communities one neighborhood at a time.
8.Personal honesty and integrity are the foundation of our success.
WEGOCOWPE
Know at least 4 ways to find information on employee benefits - Answer- 1. Talk to the
HR manager
, 2. Personal policy and benefits summary book
3. The Hub
4. Benefits Central
Know why it is important for an employee to participate in the company 401k plan -
Answer- -reduces taxable income
-continuous growth of funds, and tax deferred
-company matches at 3%
Know the 3 factors that drive SQI and their order of greatest impact - Answer- 1.
Behaviors of Excellence
2. Cleanliness
3. Timeliness
The Behaviors of Excellence - Answer- Positive Attitude
Handshake
Enthusiasm
Smile
SQI SCORES(branch, area, and group 3 and 12 month) - Answer- 3 month: Branch 88,
Area 87, Group Month: Branch 87; area 85;
Know the Key Customer Service Interactions from Customer Service Excellence -
Answer- 1. Phone call- first impression of ERAC and branch specifically
2. Pickup and Delivery- Initial impression of the rental process, chance to build rapport
3. Branch Arrival- chance to make the customer feel welcome
4.Rental contract- interaction w/customer, opportunity to make appropriate decisions
regarding the right vehicle and protection extras to make sure they are completely
satisfied during the rental
5.To the car
6. Vehicle Return- 3 critical questions, drop call, make sure it was 100% a great return
7. Invitation to return
Know and understand both methods for engaging customers in important conversations
- Answer- State and Wait, Laura
State and Wait - Answer- STATE the issue or problem; make sure the person
understands what you have said, pay attention to the the reaction, and do not begin a
detailed explanation or expect the person will disagree
WAIT, giving the person an opportunity to respond(ask clarifying questions as
necessary and use active listening)
LAURA - Answer- Listen, acknowledge, uncover, respond, ask
Be able to describe our Dangerous Implements Policy including what do you do if you or
one of your employees finds one in a unit/? What happens if you miss identifying one
