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Policy's
Reservation Process
KPI's
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100

What is our attendance policy? 

Attendance incidents can occur in the following situations:

Missing 25% or more of your shift without sufficient coverage of time missed

Reminder- even if you “Call out” in Verint, an incident could still result due to not having sufficient time off balance

*Know your TAFW balance and have a plan for emergencies**

100
What is the "Wild card method"

You can search using the first 2-letters of a customer's last name with the *, the NatRes search may time out and present an error.  Example: (Br*) 

It's best to use the first 3-letters of the customer's name with the * in the last name field for more favorable results.  Example: (Bro*) 

100

What percentage is top rank for SQI?

87%

100

What is the Schedule Adherence expectation?  

92% 

100

What is the largest ocean on Earth

Pacific Ocean

200

What is the CFA policy?

CFA calls (Call for availability)

•Hold 60 seconds when calling out, if no answer inform the customer they will need to check back at a later time

•If you get approval, always read back the employee ID before hanging up with the branch to ensure accuracy - Never enter in a fake EID or book without calling

200

How do I know if a location offers After-Hours Returns?

You will see a “Y” under After Hours Return and the location may also have a corresponding policy with return instructions.

200
What are the 4 main KPI's

AHT

Rental Ready

SQI

Capture

200

Customer needs a receipt, what do we do?

Transfer the CS or inform them they can get it online
200

What do I eat every Sunday?

Sushi Sunday

300

What is our policy around adding in codes to reservations?

We should never have any codes written down and only put in a CID/CODE if given to by customer or in CCP

300

How do I handle a call where a customer is wanting to rent from an FBO location?

The customer should be given the number to the “FBO Bookings” line, this number is in the Transfer Sheet Policy in NatRes.  

If you receive a call from a customer wanting to rent at an FBO location, confirm if they are flying into the FBO. By asking, "Are you flying into a private airport?" 

  • If they are flying into the FBO, give the customer the number and instruct them to call. 

  • If the customer is not flying into the FBO location, then offer them the next best location. 

  • Only customers who are flying into to FBO are eligible to rent from FBO locations. 

300

What is a Billable and how is it calculated?

A Billable is created when "selecting" a branch on Natres. It is calculated by how many calls you take and if you select a location.


Ex: Customer calls in and wants car from LAX... we select LAX now billable is 100%

300

What should you use to fill out a feedback form?

Templates found in RSR toolkit

300

The more you take of these, the more you leave behind

 Footsteps

400

What are a few things that could be seen as performance cheating?

  • Unethical Bookings:
    Customer does not qualify
    Booking after clear “no” after overcoming objections
    Duplicating non-valid reservations
    CFA without EID
    Re-booking NCA’s
    Unclear this is a reservation
    Booking prior to verbal confirmation/cancelling

  • SQI:
    Avoid disconnect to avoid survey

  • AHT:
    Telling cust we are sold out without verifying, transferring cust rather than FF, disconnect rather than answering questions

400

What is the AAA method and how is it used?

The AAA Method is an acronym for Acknowledge, Answer, Ask and it is the most effective technique for maintaining control on your calls.  

  • Acknowledge: “Absolutely” 

  • Answer: “A full size car would be similar to a Nissan Altima” 

  • Ask: “Is that the size of car you’re interested in?” 

-----or----- 

  • Acknowledge : “I’d be happy to help” 

  • Answer: “You can definitely use your debit card at the airport as long as you have a round trip flight itinerary.” 

  • Ask: “What day will you be flying in?” 

400

How do we calculate Rental Ready?

Booked RES that are Rental Ready/CAP = RR


Example if you have 35 reservations rental ready and you booked 40... 5 were not rental ready - your RR is 87.5%

400

What are 3 things we can submit a Feedback Form on?

NCA

Swap-outs

Customer Experience 

Vehicle Condition/Cleanliness 

IRD extensions 

400

What is the only U.S. state that borders just one other state?

Maine

500

What is phone abuse and one behavior of it? 

  • Call Avoidance: Not answering, wrong codes, silence on call, extended holds for a break

  • Transfers: Transfer to avoid the call, holding the line, warm transfer instead of cold, blind transferring, transferring rather than location FF

  • Disconnect: Disconnecting to avoid conflict or questions, avoiding the disconnect to avoid survey on difficult call

  • Payment: Allowing customer to state CC aloud, accepting incorrect payment for car type, etc.

  • Billables: Incorrect, invalid, arbitrary billables

**We define Phone Abuse as any activity that isdone to deliberately take an agent out of theavailable status to prevent a call comingthrough or improperly placing a customer onhold or transferring the customerunnecessarily**


500

What information can be found in CCP?

Phone Number

Location

Dates

Partnership/CID


500

What is Closure and how can we have a impact on this?

Closure is what percentage of rentals booked get picked up. 

 *** So why don’t customer’s pick up?** 

  • The branch can’t find the reservation you booked because… 

  • It was for the wrong date 

  • It was for the wrong time 

  • It was for a different location 

  • The customer’s name was misspelled 

  • The customer doesn’t qualify 

  • They realize ahead of time, or at pick up, that they don’t have the necessary qualifications or documents to rent 

  • The customer’s plans changed and they cancel 

500

What are two of our Enterprise founding values?

  • Our brands are the most valuable things we own.
  • Customer service is our way of life.
  • Our organization is a fun and friendly place where teamwork rules.
  • Personal honesty and integrity are the foundation of our success.
  • We work hard, and we reward hard work.
  • We strengthen our communities, one neighborhood at a time.
  • Our doors are open.
  • Great things happen when we listen to our customers and each other.
500

What is the only letter that doesn’t appear in any U.S. state name?

Q