Welcome To (Brand) my name is Kevin Kelleher, How may I help you today?
What is a Proper Greeting! this should be used 100% with all customers.... with a smile. Also known as Step one of the wheel. Greet and Build Rapport
100
Thanks for asking Kevin, I'm here for a wedding at the Trump National Golf Course in Palos Verdes. I have two sets of Golf Clubs and lots of family members.
What is an axample of a customer answering our Qualification questions during our wheel process. We have PTL and can now offer our biggest best car!!!! This is Money $
100
I need to keep this new program organized in my filing cabinet at all times
What is the new AO filing system
100
2014 JD powers ranking for Avis
Third Place - Great improvement. Keep Listening, Owning and resolving and Let's take over 1st!
100
Our 4 new Avis preferred Tiers . (in order of least to greatest)
1. Avis Preferred
2. Avis Preferred Plus
3. Avis Presidents Club
4. Avis Chairmans Club
200
Mr. Aholt, It has leather seats for your comfort, and plenty of rear cargo space for your luggage.
What are two features and two benefits. Always needed to solidify the up-sell. Used in Step 3 Present Vehicle
200
Arturs, Tell me about your plans this weekend? This is an example of what as it relates to our Wheel process?
What is an open ended question to always be used. will accept qulaifying, or step 2 of the wheel
200
I need to keep 3 of these reports for minimum 2 years. (there are several you can look in the new AO file book to find the answer.)
Accident reports, Body Shop checklists, Body Shop inspections, Customer Adj cert register, mini Lease Agreements (auth letters,extension req.), + more
200
Acceptable to swipe a customers card twice if...........
It is a major credit card and for same amount only.
Debit card policy is no second swipe if declined.
200
My new Avis Tier if I rent rent 17 times and spend $6000.00 dollars
What is Avis Preferred Plus. Presidents club and Chairmans club are now ny Invitation only!!!
300
Presentation Style, Product Knowledge, and Positive Attitude
What is the core of the Customer Service Sales Process; The wheel. Without this you will not be 100% successful.
300
Name Six Steps of the wheel.
Greet and build Rapport, Qualify The Customer, Present Vehicle, Present Protection, Present other services, and Close Positively
300
These reports are printed every Wednesday (SMWR) Must name at least 4
Go to the 313 and look at the car features. If XM is in the field, the it has XM and I can make more money!!!
300
List three benefits of a customer signing up for preferred.
1. Earn points.
2. All rentals tracked in Wizard
3. no lines at Airports
4. Select and Go
5. Exclusive email offers
400
Bob, would you Like to add a GPS/XM Radio, or our amazing fuel option?
This one is tricky :)
What is a bad way to sell our products. Always, Always, recommend each and give a reason for recommending!
400
It covers our car 100% including extended Roadside Service, Provides up to $2 million in liability, covers you, your passengers and some of your personal belongings.
What is the complete 10 second phrase that should be used by everyone 100% of the time. This helps your sales in every category
400
6 months is the longest I need to keep these. After which I need to discard these from my filing cabinet.
What are Station Managers weekly reports
400
Adding XMA to the CPD field on a 203 screen will do what?
What is Re -pinging the GPS for another 3 hours. This is used on the 203 screen.
400
How many points does a member earn when renting? how is this calculated?
members receive 1 point for every dollar they spend T&M
members receive 2 points for every dollar on Opt. services
members receive bonus points for renting, and advancing their tiers.
Points can be used for comp. rentals, upgrades, optional products/services.
500
Proper dialogue for upselling a car. Hint all of Step 3
Mr. Berhanu, Based on your trip to the Oscars, I recommend our Ford Expedition. It Has seating for 7 so the 5 of you wil have plenty of comfortable space, it also has plenty of cargo space in the back to store all of your different suits. I can get you a great rate on that today.
This car can rent for as much as 149.99 per day, due to a cancellation, today it is only $99.99 per day, thats a savings of $50.00 per day. It's a geat deal!
Great choice!
500
10 Second Phrase ....... (PART 1) and Drop down offer for a customer stating their credit card will cover it. (part 2)
It covers our car 100% including extended roadside Service, It provides up to $2 million in liability, covers you your passnegers and some of your personal belongings. It is only $47.93 per day.
I understand, in this case I Recommend what many of my credit card customers do, is at least cover the car inclding the extended roadside service, adn that is only $15.99 per day.
500
What 4 forms must I have on on file for every mini-lease rental at my location.
1. Cover Sheet
2. Terms and Conditions
3. Mini-Lease Letter of Authorization
4. Extension of mini lease rate program
bonus 500 when do you need to have these forms completed?
500
Travel package offer as it relates to our wheel process.
What is....... I recommend our travel package: It includes a full tank of fuel for your convenience, our Where2 garmin GPS navigation system for easy directions, and our XM Serious Sattelite radio for your uniterrupted listening pleasure.
What is also extra money/revenue for your store
500
Benefits of Chairmans Club - name 3
1.Complimentary Upgrade to Best Available Car (excludes signature series)
2. Guranteed Car every time
3. Personal return valet Service
4. Chairmans club 24/7 dedicated res line
5. Complimentary car delivery within 25 miles
6. Spouse or significant other priveledges upon request.