TSQI
Step 1 of the 7 Steps of Customer Service
What is Greet customer at the door, handshake, and smile?
On the 25th of each month these are due
What are reviews?
The Goal and Expectation for Net Other
What is +20/car and +15/car?
This is due on the 5th business day of every month
What is a PDM?
The numbers +25/car and +50/car represent
What is Expectation and Goal for OP?
The Goal and Expectation for ESQI
What is 100% and +2%?
The Expectation and Goal for retention
What is +2% and 80%?
The DE% Goal and Expectation for Home City
What is +1.5% and +1%?
The amount of rings to answer the phone
What is four?
Excess OT Hours requires
What is written approval from ARM?
The 3 Critical Questions are
What is
1. How was everything with our service?
2. What can we do better?
3. We hope you had a great experience. Will you come back to see us again?
The 10-5-5 plan is
What is the timeframe to write, to administer, and for employee to leave comments for their review?
The way to drive insurance rate
What is walking the lot with each customer and offering 3 sell up options every time?
The numbers +2% and +3% represent
What is Expectation and Goal for Cap Percentage?
INSPECT stands for
What is Interior - Open all 4 doors, No firearms, Spare tire or inflator kit, Proper roof rocker & windshield check, Evaluator - show explain and hand off, Corners - use catchers stance, Tires and tags?
Home City Corporate Average ESQI for April
What is 84?
Finish the sentence
BRM conducts
What is one on ones with employees including ABRMs 2x per month?
Complete the sentence
Training/Follow up - DASH QB
What is primary responsibilities include counter running smoothly and managing sales and service?
Complete the sentence
Market to accounts that
What is split or exclusively use competition?
The numbers 7/car and 5/car represent
What is the expectation and goal for Undoc Damage?
Your Area's 1, 3, 6 and 12 month ESQI
What is
50X - 83, 84, 86+, 85+
507 - 84, 85, 86+, 84+
501 - 86, 87+, 87+, 84
50A - 81, 83-, 85, 84
503 - 82, 83-, 85, 83
Finish the sentence
ARM meets with
What is each BRM 2x monthly, 1 PDM and 1 to review statement?
DAILY DOUBLE
The Sales Script is
What is
Mr./Mrs. Renter, so you are aware, you are responsible for the condition of the vehicle during your time in the rental (pause for acknowledgement) …
We have great optional protection products that will cover our vehicle so that you have peace of mind… Our Damage Waiver at $25.99/day ($19.99/day for “I” segment) which covers the vehicle bumper to bumper, Roadside Assistance Protection at $5.99/day which covers any roadside needs such as locking keys in the car, Supplemental Liability Protection at $16.25/day which covers up to $300,000 in liability and Personal Effects Coverage at $7.50/day which covers you and your passengers for your personal items, …for a total of $55.73/day ($49.73/day for “I” segment). Would you like to add these to your contract today?
The last step of the growth plan is
What is have great SQI?
The 6 Steps to controlling LPU in order
What is
1.) Insurance information up front - documented in the ticket
2.) 100% underwriting compliance
3.) Perfect vehicle INSPECTions
4.) Managers write damage claims
5.) Customers file damage claims at the time of return and collect their deductible
6.) Triage vehicles and wait for VR decision