MQI Exam Questions- Solved- Rated
A+
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 the company.
- Builds a more well-rounded business.
Know at least five reasons why employee referrals are an important source for us -
Answer- Retention. Morale. Customer service. Profitability. Helps HR
1. The new employee will know what to expect and know the business going into the
position.
2. Employees know who will be successful at the position.
3. There are already be a mentor/mentee relationship built when hired.
4. It is a great way to reward our current employees (referral bonus)
5. Referrals show that the current employee enjoys what they're doing
How many referrals have you had? - Answer- None. But I was a referral
Know the specific HR duties of an ABM - Answer- - Monitor and approve hours through
work brain
- Hold an active voice in the hiring process
- Active voice and employee reviews
- Active voice in Progressive discipline
- Ensure that employees follow group policies
- Training And roadmaps
Know at least four ways to find information on employee benefits - Answer- 1. Talk to
HR Manager
2. Personal policy and benefits summary book
,3. The Hub
4. Benefits Central
Know how to address failures to follow company/group expectations w/ your team
(dress code, cust. sevice, ect.) - Answer- - Set the correct expectations from the
beginning
- Explain why we have these expectations example dress code would be to protect our
brand and show professionalism
- Train and coach the employee on the expectation
- Follow up with the appropriate discipline if necessary
Know why it is important for an employee to participate in the company 401K program -
Answer- - Reduces taxable income
- Continuous growth of funds, and tax-deferred
- Company matches at 3%
Know the three factors that drive sqi and their order of greatest impact - Answer-
Behaviors of Excellence. Cleanliness. Timeliness.
the behaviors of Excellence - Answer- Positive attitude. Handshake. Enthusiasm. Smile.
be able to discuss specific Branch, area, and group 3 and 12 month sqi scores -
Answer- Branch: 86, 86, 85
Area:
Group:
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. opportunity to
build rapport
3. BRANCH ARRIVAL - opportunity to make customer feel welcome
4. RENTAL CONTRACT - interaction with customer, opportunity to make the
appropriate decisions regarding the right vehicle and protections extras to make sure
they are completely satisfied during the rental.
5. VEHICLE RETURN - three critical questions drop call make sure it was a great return
, Know and understand both methods for engaging customers and 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 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.
describe dangerous implements policy - Answer- once a gun is found don't touch,
locked doors, notify police, and let George know.
missing a gun as grounds for disciplinary action
Be able to explain callbacks. What they are, why they are important, and how to
conduct them. it - Answer- - Follows up with customers
- Helps us notify customers of last day, rewrites, ECT.
and keeps our records / payments up to date.
When should we contact adjusters or in-house directly? - Answer- For direct Bill
extensions, coverages, ECT
If we have an in-house contact them first if no in-house then contact the adjuster
What does BOSS stand for, and what is the group 63 sales expectations per employee -
Answer- Branch. Outside. Sales. System.
BRM - 5
ABRM - 4
MT / MA - 3
What makes a strong PDM actionstep? - Answer- Five W's: who, what, when, where,
why
Know at least three ways to increase business rental Revenue - Answer- New account
Increase referrals
Rate increase
Go marketing
A+
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 the company.
- Builds a more well-rounded business.
Know at least five reasons why employee referrals are an important source for us -
Answer- Retention. Morale. Customer service. Profitability. Helps HR
1. The new employee will know what to expect and know the business going into the
position.
2. Employees know who will be successful at the position.
3. There are already be a mentor/mentee relationship built when hired.
4. It is a great way to reward our current employees (referral bonus)
5. Referrals show that the current employee enjoys what they're doing
How many referrals have you had? - Answer- None. But I was a referral
Know the specific HR duties of an ABM - Answer- - Monitor and approve hours through
work brain
- Hold an active voice in the hiring process
- Active voice and employee reviews
- Active voice in Progressive discipline
- Ensure that employees follow group policies
- Training And roadmaps
Know at least four ways to find information on employee benefits - Answer- 1. Talk to
HR Manager
2. Personal policy and benefits summary book
,3. The Hub
4. Benefits Central
Know how to address failures to follow company/group expectations w/ your team
(dress code, cust. sevice, ect.) - Answer- - Set the correct expectations from the
beginning
- Explain why we have these expectations example dress code would be to protect our
brand and show professionalism
- Train and coach the employee on the expectation
- Follow up with the appropriate discipline if necessary
Know why it is important for an employee to participate in the company 401K program -
Answer- - Reduces taxable income
- Continuous growth of funds, and tax-deferred
- Company matches at 3%
Know the three factors that drive sqi and their order of greatest impact - Answer-
Behaviors of Excellence. Cleanliness. Timeliness.
the behaviors of Excellence - Answer- Positive attitude. Handshake. Enthusiasm. Smile.
be able to discuss specific Branch, area, and group 3 and 12 month sqi scores -
Answer- Branch: 86, 86, 85
Area:
Group:
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. opportunity to
build rapport
3. BRANCH ARRIVAL - opportunity to make customer feel welcome
4. RENTAL CONTRACT - interaction with customer, opportunity to make the
appropriate decisions regarding the right vehicle and protections extras to make sure
they are completely satisfied during the rental.
5. VEHICLE RETURN - three critical questions drop call make sure it was a great return
, Know and understand both methods for engaging customers and 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 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.
describe dangerous implements policy - Answer- once a gun is found don't touch,
locked doors, notify police, and let George know.
missing a gun as grounds for disciplinary action
Be able to explain callbacks. What they are, why they are important, and how to
conduct them. it - Answer- - Follows up with customers
- Helps us notify customers of last day, rewrites, ECT.
and keeps our records / payments up to date.
When should we contact adjusters or in-house directly? - Answer- For direct Bill
extensions, coverages, ECT
If we have an in-house contact them first if no in-house then contact the adjuster
What does BOSS stand for, and what is the group 63 sales expectations per employee -
Answer- Branch. Outside. Sales. System.
BRM - 5
ABRM - 4
MT / MA - 3
What makes a strong PDM actionstep? - Answer- Five W's: who, what, when, where,
why
Know at least three ways to increase business rental Revenue - Answer- New account
Increase referrals
Rate increase
Go marketing
