Company Philosophy
What are the four core areas of the business?
1.) Customer Service
2.) Employee Development
3.) Growth
4.) Profit
What is the goal for D.E.%?
92%-94% (1% tighter than prior year)
What are the 5 uninsured losses?
C.L.U.E.D. = Conversion, Lot damage, Undocumented damage, employee accident, detectable fraud
ESQI
-Cleanliness
-Friendliness
-Timeliness
What does R.P.M. stand for and what is our goal?
-Recall Preventative Maintenance
-Goal =0, ground all recalls within 3 days of being activated
What is the difference between a manager vs. an operator?
Manager: An individual who is personally accountable for his own success and the success of his team.
Operator: An individual who operates under designated parameters and is not accountable for the success his actions create.
What is a close pend? (When is it ok to close pend a ticket?)
Tickets which are unable to be closed due to billing but charges have been stopped.
What is Negligent Maintenance? Negligent Entrustment?
Negligent Maintenance: Knowingly renting a car without proper maintenance completed, causing a potential danger to customers.
Negligent Entrustment: Releasing a vehicle to someone who is incompetent to operate a motor vehicle.
Employee Developement
-Hiring
-Training & Development
-Opportunity
-Culture
What does B.O.S.S. stand for? ( what is it used for?)
-Branch Outside Sales System
-An important tool used to track corporate marketing. All sales and service calls are logged with detailed information about each marketing visit. B.O.S.S. is a great tool for new branch managers to review the marking efforts for key accounts
What is the Sales Process?
1. Introduction
2. Fact Find
3. Presentation
4. Close
or
1. Contact
2. Ask
3. Relay
What is the B.E.C.? (Name 5 people on it)
Business Ethics Committee
1.) Kevin Cooper
2.) Tim Wetzler
3.) Jeff Haughey
4.) Chuck Masslin
5.) Dave Carrier
What are the steps taken to file a proper DX?
Summary Page: Summarizes vehicle, customer, and damage Info
Documentation Page: Detailed Contract, Police, and Ticket Info
Insurance Page: Detailed Claimant and Insured Insurance Info
Accident Page: Detailed Accident Information
Growth
-Phones
-Marketing
-Customer Service
What is the difference between a Risk and Buyback Unit?
Risk Units: Vehicles bought from the manufacturer
Enterprise assumes liability for market price
Buyback Units: Vehicles the manufacturer buys back
The Manufacturer predetermines the price and date
What is the mission statement?
To be the best transportation service provider in the world.
To exceed our customers’ expectations for service, quality, and value.
To provide our employees with a great place to work.
To serve our communities as a committed corporate citizen.
How do you calculate Break Even?
Break Even = Income Per Car - Operating Profit
What are the unlimited liabilities?
-Negligent Entrustment
-Gross Negligence
-Employee Accident
-Employee Assault
-False Arrest
-Third Party Disclosure
Profitability - Revenue Management
-Morning Huddles - "The Zone"
-Rate
-Utilization
-Ancillary Revenue
What are the benefits of ERAC Car Sales? (5)
- No haggle sales process
- 12 Month/12K Mile Limited Powertrain Warranty
- Vehicle Certification
- 12 Month Roadside Assistance
- Free Carfax Reports
- 7 Day Repurchase Agreement
What are the founding values?
W
E
C
O
G
P
O
W
What are the direct costs?
- Depreciation
-Interest
-Liability Reserves
-Comp/Collision Reserves
-Maintenance Expense
-Gas Expense
-Tax & Licensing
What are the 5 steps of the conversion process?
1.) Conversion Checklist
2.) Demand Letter Sent
3.) Unit Reported to Authorities
4.) Unit Deleted after 30 Days Stolen
5.) Undamaged value expensed to branch
Profitability - Cost Management
-Operational Management
-Risk Management
What is the B.I. Assessment? What are the 6 areas being graded on?
-B.I. = Business Integrity Assessment: assessment by the brand integrity team on the top 100 airports ensuring a streamlined and comparable customer experience for each airport and for each brand
-
The Business Integrity Assessment is graded by each category
Customer Waits: 7 pass or fail evaluations
Counter Service: 35 point evaluation
At The Car/Lot: 33 point evaluation
Rental Support: 35 point evaluation
Return Service: 32 point evaluation
- ESQI/Exit: 16 point evaluation