Coverage & Insurance
What is Basic Coverage
Basic coverage may be included in the base rate. It includes CDW, Theft Protection, and Third Party Liability.
What currencies are accepted by EconomyBookings?
Euros, Pounds, and US Dollars
What info is found on the “Select Car” page?
The rental company’s phone number, email address, and booking info.
Name 1 set of information found in the Terms & Conditions.
Cancellation policy, driver’s age, or what’s included in Basic Coverage.
What are the 4 key components of a call script?
Greeting, Gathering Info, Propose Best Deal, Follow Up with Offer
Explain Excess vs Deductible vs Deposit
Deposit is held by the rental company. Excess/Deductible is the max amount the customer pays in case of damage/theft.
What is the difference between a Quote and a Booking?
A quote is an estimate; a booking is confirmed and paid for.
How do you find pickup instructions for the rental?
Click “Info” next to the car in BCRM. Pickup details are also emailed 72 hours before pickup.
Which service allows cancellation up to 1 hour before pickup?
Last Minute Cancellation
What are your individual KPIs?
50 calls, 5 bookings, $5,000 revenue monthly (inbound) or 70–100 calls, 10,000 revenue, 135 quotes/day (outbound)
How to tell if Full Coverage is included
It will be displayed below the total price: “Full Coverage by Booking Group” along with a price.
What documents are required to rent a car?
International Driver’s License, ID/Social Security Card, and Credit Card in the driver’s name.
What should a client do if the car breaks down and they didn’t purchase roadside assistance?
Contact the rental company directly.
What happens if a booking is cancelled more than 48 hours before pickup?
A full refund is issued to the credit wallet.
How do you control a conversation effectively?
By asking the questions.
What is the difference between a credit and debit card?
A debit card uses your own funds; a credit card is borrowing money you must repay.
Can clients use a debit card to rent a car?
They can use a debit card to pay for the booking, but a credit card is needed for the security deposit.
What are Affirm/Klarna?
Digital one-time use cards that work like credit cards for online payments.
Are refunds sent directly to the client’s bank account?
No, they are issued to the client’s credit wallet.
What kind of image should you project and how?
A professional image—be calm, positive, confident, and informed.
If a customer has Full Coverage and a $3,000 excess, what do they pay if the car is totaled?
They pay $3,000 to the rental company, then submit documents to EconomyBookings for reimbursement of $1,900.
What happens if the customer wants to use someone else’s credit card?
They must add that person as an additional driver to the booking.
What is the process to remove insurance from basic coverage with a Gold Visa card?
Insurance cannot be removed. They can still book and claim reimbursement from their own Gold Visa coverage.
What is a drop charge or one-way fee?
A fee for different pickup/dropoff locations, shown under "Equipment" in BCRM if included.
What are 2 foundational things to keep in mind at the start of shift?
Tone of Voice (positive/confident), and Attitude (friendly/positive).