General Knowledge
What year did Chrissy Taylor start as CEO?
2020
What is the Flying 5?
1. Be Prepared
2. Complete Clean Cars
3. Greet with a smile
4. Next day follow up
5. Critical Questions
What are the core SUV classes?
CFAR, IFAR, SFAR, SGAR, PGAR
Who is our General Manager?
Ozzy Santos
What is our ERAC Yield Goal?
$10.00
What is our current fleet size at MSP?
4,200 (will accept 4,000 - 4,300)
What question are you expected to ask every customer on 3rd floor?
"How has your customer service been today?"
How do you tell if something is AWD?
It will be listed IFDR vs IFAR etc.
Who are our Group Rental Managers in Group 19?
Andy LaBrosse & Brad Corrao
Role Play: Customer reserved ICAR on a Monday and you have a full ready line
1. Ask what they are looking to drive
2. Offer free upgrade into MVAR
3. Offer upgrade into anything other than ICAR/FCAR.
How many positions has Andy had with Enterprise?
MT, MA, ABRM, BRM, ARM, GRM. (6)
Role Play: Customer returning and mentioned exit booth wait time.
1. Apologize
2. Ask what you can do to make it up to them
3. +1 !!!
4. Close hard!
List some the UFARs (minimum 3)
Who is our Group HR Manager?
Stacey Kretzmann
How would you handle the following objection? "Doesn't my credit card cover that?"
"Every police is different, I wouldnt be comfortable saying either way, but I do know our protection product eliminates the need to file a claim with your insurance and provides you with the piece of minds knowing you have alternate protection"
How many truck locations do we have in Group 19?
5
Role Play: Customer returning and running behind because they were unaware of our two locations.
1. Apologize
2. Please + 1
3. Close hard
What is a RVAR?
12 Passenger Van
Who is our Group Controller?
Steve Hari
What is our average length of rent at MSP?
3-4 days on average
What year did the name change to Enterprise Rent-A-Car?
1989
Role Play: Explaining where to return
1. Clearly explain we have two return locations, not just two terminals
2. Show them the card
Corvette
What is Ashley's title?
AVP - North Central
What do all 4 protections added together cost? ($39.99 DW)
$71.73