Daily Rental
What are the 4 core areas?
- employee development
- customer service
- profitability
- growth
Define and explain direct costs (+25 which is the largest expense, +25 how can we control that)
Depreciation (largest per unit cost, good fleet mix), Interest, Reserves, Taxes and fees, Maintenance, Misc, Fuel
What we pay to keep cars on the road
define retention and its goal
# of employees that stay in a year
goal=80%
tire tread
4/32
3 critical questions
how was your overall rental experience?
is there anything we could have done better?
if so, what can I do right now to make that up to you?
What are the 4 components of the marketplace certification?
Appropriate target (why was that target chosen)
Build Rapport (Level of engagement and what was discussed
Fact-Find (What was uncovered, what's important)
Ask for business (What value or proposition was uncovered)
Define Charge back and how to prevent it (+50 points for when it hits)
When a customer disputes charges that were ran on the customers card
Setting proper expectations, good callback plan, watch out for detectable fraud, signatures
Hits at the end of the month
5 components of the ethics memo
M- manipulation of records
U- unethical behavior
T- theft of company resources
E- employee discount misuse
F- fraud
What is on the otter report
renter verification, accurate car classes, debit grey dots, etc
2 types of bad debt
- bad debt: accounts, customers, etc. goes bad at 90 days
- subro bad debt: from insurance claims, goes bad at 90 days
- goal $3 or less
What is your branches 1,3,6 month ESQI scores? (+50 points for corp average)
varies
Define and give examples of uninsured losses. (+50 points for what your goals are)
Damage while car is not on rent.
Goal=7-10
CLUED
Define CEC, name 5 members, ways to report
Compliance and Ethics Committee
report up, any of the members, ethicspoint.com
Reserves (+50 points for goal)
goal= 45
DW losses and subro bad debt. 12 month rolling average, 1 month lag, 10% buffer
What is the checklist for MTs
- Roadmap onboarding,1,2,3
- MT 101,201,301
- Impact project
- Front Runner Cert
- Marketplace Cert
What are the Geico ARX expectations?
- cleanliness, timeliness (30 min early), service, 20k miles or less, 1/2 tank of gas
Define a force charge (+50 points for when it hits)
When the ticket is closed and money is owed & we have to send a bill through the mail and put the customer on DNR
Have until the end of the month before it hits bad debt and goes to collections
6 core competencies
leadership, work ethic, customer service, flexibility, sales apptitude, communication
What is on the risk tracker (+50 points for goals)
Renter verification- 99%
Insurance capture- 85%
ARQ- 90%
Damage dispute- 5%
LOFR- 15
Negligent entrustment
Gross negligence
Employee liability/accidents
False arrest
3rd party disclosure
You have an auto detailer who is consistently showing up late for work, what do you do?
Unaware, Unable, Unwilling
Proper steps for a conversation. Follow up
IPC formula, how adding $1 in each affects IPC, how to improve each
IPC= (days of month x Orate x DE%) + Net O
- increase DE%: Having a good red car plan, yellow car plan, work out of service, lose cars when needed aka good fleet mix, yes mentality ($10)
- increase NetO: training, shadowing ($1) (4 protections, sat radio, gps)
- Daily average rate: good mix of insurance, retail, dealership. yes mentality, good planning ($30)
Time off and breaks
15min paid every 4 hours and 30min unpaid every 5 hours
intermittent breaks
Conversion process
3 emails, continued communication using all contacts provided, drive by locations (if car is there just let risk know, no action required), document everything in the notes every time. escalate to area manager who works it for 24 hrs before escalating it to risk
Explain PTO when you get hired and at 1 year
Date of hire-year 1: Vacation=0, ChoiceTime= 5+1day/month up to 7, total of 12, Floating Holiday= 1
Year 1-4: Vacation=10, ChoiceTime=7, Floating Holiday= 1
*also have my purpose my time, my celebration day
*only 5 roll over