A BIG DIVORCE
Name at least 3 rental extras we offer.
Pre-paid fuel/charge
children seats/boosters
Sixt connect & Sixt connect+
AD
Tolls
What do we call what we use to categorizer cars?
ACCRISS CODES
what data do we capture upon check in? (at least 2)
Change of condition
Special cleaning
Warning lights, mileage, fuel/charge
Signature
What type of cars are non local customers paying with a debit not able to get?
Premium, Luxury, Extraordinary
Name 3 Mobility Product We Have
RENT, SHARE, RIDE, SIXT+
what is PTL?
People, Luggage , Travel
How many seconds do we have to make a first impression
What do we use to check in customers?
OAPP
Where can you not drive a rental if renting in the US
MEXICO (also some parts of canada)
What is the Price Burger. Give an Example
Feature, Price , Feature
what are the 3 protection types (these are offered by Zurich).
Supplemental Liability Insurance, Personal Property Coverage, Personal Accident Coverage.
What are the 4 categories used in ACRISS codes?
SIZE, TYPE , GEAR/TRANSMISSION, FEATURES.
What do we do if we find an illegal substance during check in.
Do not touch it, Lock the vehicle, Notify the Manager, Call Authorities
If the customer has a non roman character DL what else do they need to provide?
IDP -International Drivers Permit
A customer comes in with their partner and 3 kids (ages 1, 3, and 6), They are going to a national park. The customer has reserves a CCAR and is a diamond member. What car class are we going to try to upsale and what incremental extras are we going to offer?
SFAR or Higher, SIXT Connect, EXT Roadside, Peace of mind.
At least how many pictures do we take when marking the change of condition?
3
What percent of live check in do we strive for?
100%
what are the 4 phases of Excitement
Warm Welcome, Easy Checkout, Premium Consulting, Fond Farewell.
What is decline mode and what are the steps?
•Decline mode is the name we give to the response or mentality that you take on once you have identified fraud and determined that a vehicle will not be rented to a customer.
•Decline mode does not mean that the conversation stops, but it does mean that the customer will not be receiving a vehicle.
Scan the license
Take a screen shot of license details snipping tool
Attach to an email and address to security department
Do not save agreement
Polite express your unable to process transaction
What do we search for on wiki to find the playbook and SOPs
The Sixt Premium Service
What are the 3 parts of the customer journey
The Car Pick up, The Car Return, Post Rental
Give us a 3 part greeting.
Some Variation of "Welcome back to SIXT, my name is XXXX, I'll be assisting you with your return. How was everything with the vehicle?"
What are we always going to do on orange?
Read our screen!
What are the requirements to accept Debit cards?
Airport- Non local with returning flight info that shows the customer will be leaving on the date of the return.
DT- Customer must present 2 documents such as utility bills, lease agreement, credit card statement that is not overdue and must match name + address.
Location/Branch