Common Questions
I'm in the reservations department were you looking to set up a reservation?
What is Charles' favorite analogy when he explains why we assume the sale
Driver through analogy. Once you give a order they tell you to pull around and don't ask if you would like to proceed.
Whats good phrasing to create a sense of urgency Nov 1st - Jan 1st ?
With the holiday season upon us availability has been limited I would suggest getting it reserved now to hold the availability
What question must be asked before quoting any rate ?
Age & Valid DL
When a customer says they need a SUV what should our follow up question be to ensure we quote the least amount of vehicles as possible ?
How many people do you need to accommodate ?
What question(s) should be ask to assume the sale if the customer mentions they have rented with us before at the beginning of the call. (3 right answers)
1.Lets get this reserved for you what your phone number?
2.You said you rented with us before. Let me get you pulled up. What's your DL #?
3.Do you have your loyalty number ?
Customer needs to talk it over with someone before booking
I understand we have a no obligation reservation I can reserve it to lock the price in and if plans chnage you wont be charged of penalized for not picking up.
After quoting the rate what are the 3 pieces of information we can use to pull up a profile ?
1. Phone # & Name
2.DL #
3. Loyalty Number
What are the rates ? How can we answer this for a customer that is in a rush?
"For example if you were to pick up today at noon and return tomorrow at noon assuming all drivers are 25 yrs of age with a valid drivers license the full size car is X amount. What time do you want to pick up?"
How can we rebuttal price when the customer pushes back on the rate ? What steps should you take after rebuttaling the price objection to assume the sale.
1.Offer cheaper car class , offer discounts, you can shop around with other companies after you reserve with us.
2. Ask a different assume the sale question or the same question again.
How many car classes should we quote on average ?
2
What vehicles can be rented with a debit card
Economy - full size cars
Compact- Standard SUV
Minivan
Pickup Trucks
Customer wants to return on Sunday but drop box is closed. How do we rebuttal. (2 step answer)
1. Check if a nearby location has after hours return
2. "I would only be able to set it for a return on Monday on my end. Talk to the branch at pickup if they offer it they will adjust the res"
How many points is assuming the sale worth on the CQ form ?
20
What are the risk of letting the customer go to call back without providing a value statement?
Customer calls back and price went up or branch is sold out.
How many attempts she we make to overcome the objection ?
2