MQI Double Jeopardy

Relevant Reports

100

What is the launchpad efficiency report and where is it found?

tracks the percentage of rental ready reservations and tickets opened/closed via launchpad.

Found on Report web

200

What are categories on the MT matrix

Days earned growth, PPD, ESQI, Insurance rate

Risk management

100

What is negligent maintenance?

Knowingly renting a vehicle that has not been properly maintained. In doing so, it opens ERAC to vicarious liability

200

What is the rental car safety act

against the law to rent or sell a vehicle with a recall

will incur a $5-6k fine 

300

What goes into your uninsured?

lot damage, employee accident, conversion, undocumented  damage

400

What is the conversion process?

1. multiple documented calls to all contact numbers

2. Drive by 

3. send conversion worksheet to area manager

4. Area manager sends demand letter to risk

5. attempt to repo

500

What are the guidelines to renting to customers with disabilities?

• We need 48 hour notice
• We can rent to a blind person as long as they qualify and have a driver. The driver doesn’t need to qualify and they are added on for free.
• We provide cars with left foot accelerators and hand controls
• We don’t rent wheel chair accessible vehicles. We partnered with an outside company to help accommodate the customers (Wheelchair Getaways.
• Call 1-800-642-2042 line to set up rental
• We deliver an accessible vehicle by no later than 48 hours

We don’t charge for upgrades (i.e. if they made an ICAR reservation, but the 800 line only had an FCAR available to modify for them, they get the ICAR price

Human Resources

100

What is EOE

Equal Opportunity Employer

200

What does eco. stand for? what is their role with ERAC?

• Enterprise Liability Claims Organization
• Process all Group 16’s liability claims when SLP is not purchased

300

What Does ETFA stand for?

Expectation

Training 

Follow Up

Accountability

400

What are 5 Employee retention bet practices?

• Provide Resources
• Encourage Employee Development
• Recognize Accomplishments
• Clear Communication of Expectations
• Strong Relationship

500

What is ERAC's privacy policy

• Do not write passwords down or share passwords
• Lock your computer screen when unattended
• Use secure printing/faxing and promptly retrieve sensitive documents from printers, copiers, and fax machines
• Do not leave documents containing sensitive data on your desk other non-secure areas
• Lock door or cabinets where sensitive data is stored

Core Management

100

What are the 3 critical questions

• How was everything with our customer service?
• Is there anything we could’ve done better?
• What can I do to make this up to you?

200

What is IA? 

The money we make off of flipping our deletes or selling our cars

300

What are the 4 steps to sale process?

• How was everything with our customer service?
• Is there anything we could’ve done better?
• What can I do to make this up to you?

400

What are the Eight Direct Costs?

• Deprecation,
• Interest,
• Fuel,
• Tax & Licensing
• Maintenance
• Liability
• Collision and Comprehensive
• Misc.

500

what are the 8 business lines?

• Exotics
• 15 passenger van
• Ride share
• Car share
• Fleet
• Government
• Business rental
• Pre-qualification

Misc

100

What is group 16  small business account?

EHSB16A

200

What is on the CDM Matrix?

The CDM Matrix grades BRMs on:

• BOSS calls/employee
• Corp leads/employee
• Active account %

300

What is a spread cost? 

Give me an example of a spread cost

• Expenses that are divided throughout a region or group
• LOFR, Detail, Employee accident (after $2500) 

400

What are 5 Ways to drive a sales culture?

• Contests
• Sales board
• Role plays
• Feedback sessions
• Recognition
• Midday reports
• Rate tracker

500

What is Direct Costing?

• Allocation of cost associated with a specific branch owning a specific vehicle
• Depreciation
• Interest
• Inventory adjustment
• Ensuring that you have the right fleet for the right market