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96 Cards in this Set
- Front
- Back
- 3rd side (hint)
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What are the Golden rules? |
The employee should start with SCORE. |
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What does the acronym SCORE stand for? |
S - Smile for all customer interactions. C - Clean and safe vehicles O - Offer ancillary products to every customer. R - Respond with "Yes!" E - Employee monthly meetings and daily huddles. |
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How are each of the Golden Rules measured per SCORE? |
S NPS Staff Courtesy 75 or better C NPS Vehicle Condition 60 or better O SRPD targets 10% or better YOY R Happy customers/employees E Pulse Survey 4 or better |
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What is NPS? Explain how it is scored and works. |
Net Promoter Score = % Gross Promoters less % Gross Detractors Promoter - Score 9/10 Detractor - Score 0-6 Neutral - Score 7/8 |
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How will customers be invited to take the survey? Is there ever a situation when we can solicit a customer to take survey? |
On all invoices, there will be an invitation to take the survey. Customers will also be randomly solicited via an e-mail message to take the same survey. A customer can take a survey on every rental if they choose based upon the invoice invitation, but will only be eligible to be solicited via email once per quarter. |
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Why is NPS so important? |
It is a survey which includes a question tied to predicting future growth. It's a measuring tool for your location's level of customer service and to some degree employee morale. It measures how likely a customer will refer a friend/family member. |
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Can you solicit participation for a survey? Can you solicit a score? |
Yes; no |
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As the Manager, tell me 2 or 3 things you would do differently to improve customer service? Why is the location currently not doing this? |
As manager, I would post small signs near counter showing simple instructions for what the customer needs to qualify for a rental as well as how much deposit is held in addition to rental fees. This helps customers know ahead of time what to expect and prepare for the process. Another idea would be to put up privacy partitions on the counter so that customer feels more comfortable exchanging personal info and financial information. |
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Explain a recent dispute you've had with a customer. Who won the dispute? |
(Open - Hertz wins when there is a resolution with the customer and we are confident they will return and rent from Hertz again. To the customer, the customer always wins.) |
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Tell me about our Mission Statement. |
To be the lowest cost, highest quality, most customer focused rental company in every market we serve, creating value for our shareholders. We will achieve our Mission and Vision by focusing on, and balancing - customer satisfaction, employee satisfaction and asset management, with equal emphasis on efficiency and growth. |
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Tell me about our Vision Statement. |
Hertz will be the global leader in mobility and equipment solutions. |
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Tell me about our Values Statement |
Our values can be represented by the acronym PRIDE Passion - Wanting to win now Professionalism - Using our expertise efficiently and collaborating seamlessly Respect - Valuing the contributions of each other and our partners. Responsibility - Being accountable for our decisions and actions. Innovation - Using "outside the box" thinking and initiative to drive growth and efficiency. Integrity - Acting ethically, fairly, honestly and transparently. Diversity - Making our differences a competitive edge. Discipline - Applying systems and plans to set and achieve our goals. Excellence - High quality performance that produces outstanding results. Execution - Following through and getting the job done right. |
What does PRIDE mean? There's two definitions for each letter. |
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Define the difference between Good vs Excellent. |
(Open) |
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What is the maximum number of locations a customer should call in order to set up a reservation and or ask about renting a car? |
Just one. Help the customer in any way and only refer customer to 1-800 number, insurance company or other location when there is no other solutions. |
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Who handles the claim when Hertz vehicle is involved in an accident and what is the process? What are the most important pieces of information to get when filling a VIR? What do you do with the report after completion? |
Be respectful and ask the customer if they have filed a police report, filled out a Hertz VIR. Then send Hertz Claims Management those documents with a copy of the rental agreement. The VIR must include the customer's signature, insurance company and policy number, indicate if police report has been made, and the customer's email address and phone number. We need to fax the VIR to Hertz Claims Management or have it faxed to the branch manager so they can send it to Hertz Claims Management. |
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In what situation can you rent a safety hold? What other types of holds should never be rented either? What happens if you do and what is it called? |
Turnbacks, Reg Holds, J Holds, Admin, STOPS, and any Mechanical Holds If we do - Negligent Entrustment |
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What are the state minimum liability requirements to drive a vehicle (in your state)? Explain what that means. |
In California, the minimum liability requirements you need is $15,000 in bodily injury, $30,000 in total for the car, and $5,000 in property damage |
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Can Hertz void LDW? If so,when? |
Any contract violation voids an LDW such as breaking the law in the vehicle, unauthorized drivers, negligence or intentional damage. |
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What steps do you take when a customer says the Hertz vehicle has been stolen? |
Show empathy and be sympathetic to customer's situation. Have customer call police to report it stolen, and later have them come in with the police report to fill out a Theft from Customer Report with the keys to the rental. Then contact immediate supervisor, area manager and OKC Vehicle Control Department. |
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Explain the overdue process. |
Step 1 - Email OKC Overdue Dept and they will put customer on the dialer system where they receive 2 phone calls a day automatically. Step 2 - After a few days on the dialer system, OKC will send a demand letter. Step 3 - OKC needs to wait 7-10 days before forwarding contract to the force return dept which is a similar dept but more aggressive. Step 4 - OKC will give the force return dept 7 days and then Repo is hired. Step 5 - Repo has 7 days to retrieve the car and if they don't, the rental becomes a conversion. |
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What exactly is a conversion? |
A conversion is when the renter fails to return our vehicle and converts it for their personal use without paying for it. We contact the immediate supervisor, the Area Manager, OKC Vehicle Control Dept and/or the Regional Security manager. |
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Why do we incorporate the Vehicle Inspection Form into our rental process? And, what is the process? |
We do this to protect our assets, provide excellent customer service, increase incremental sales, assist in Hertz Claims Management in collections and to increase bottom-line profitability. |
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If damage to a car is noticed after the customer leaves (undocumented damage), can Hertz pursue the customer? Why or why not? |
Hertz can pursue the customer but without documentation, we may not be able to recoup damages. |
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What factors help determine the lower rates that insurance companies are offered? |
Volume of business, the length of rental, calendar day billing, and competitors rates. |
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What is the difference between calendar day billing and 24-hour billing? Which do we prefer, and why? |
Calendar day billing consists of rental charges per calendar day while 24-hour billing is dependent on when the customer picked up the rental and off of a 24-hour basis. We prefer calendar day billing as it generates additional revenues. |
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What is the employee discount Hertz offers? |
Retail rates minus 40% plus $9.00/day LDW with Hertz Employee CDP #. |
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How do we confirm a customer is eligible to use a Hertz Family CDP or retiree CDP? |
The customer needs to have a letter, ID card, or we need to call the employee via gold pages to confirm. |
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What rental requirements must an employee meet to rent a vehicle? |
Standard Hertz rental qualifications. |
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What are some of your biggest accounts at your branch? What are some things we do for them? Why don't we offer this to all customers or accounts? |
(Open) |
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What is Service Revenue Per Day at your branch? |
(Open - check RMS) |
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What are SRPD goals for promotion and the goals to avoid discipline? |
$3.25 in HLES and $8.25 for promotion $2.50 in HLES and $7.25 for discipline |
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Ask employee to go through the dialogue at time of return for a customer who is missing half of a tank of gas. |
(Open - You want to make sure the employee attempts to get full price of FSC and avoid negative phrases such as 'I'm sorry' or 'unfortunately...'. The employee does everything to collect the revenue and not fill up at the gas station. |
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What kind of rate does a customer get who doesn't have a reservation and ready to rent at the counter in front of you? |
Market rate. Utilize LOCD tiers as well based on fleet and market conditions. |
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Describe the different levels of service Hertz offers and give a brief description of each. |
1. #1 Club Gold members - no membership fee, preprint rental agreement for fast pickup, and earn points for free rental days 2. Five Star Gold Member - need to have 7-19 rentals/yr or $1,500-$3,999 spent; earn 10% bonus pts on all qualified rentals and one car class upgrade upon availability 3. President's Circle - 20+ rentals or $4,000+ spent; earn 25% bonus pts on all qualified rentals and confirmed one car class upgrade 4. Platinum - Invitation only; gets nicest car in the lot with minimum C class reservation |
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Explain the Gold Process for renting a car. |
Contract should be preprinted 30-60 minutes before the reservation, tank should be full, car should be audited for perfect condition for gold member, customer is walked out to rental for inspection and asked if rental is acceptable. |
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How does one become a Platinum member? |
An invitation from Hertz President after earning $250,000 in annual revenue generated by them or their company or $1000/yr membership fee. |
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Explain the Platinum free upgrade policy. |
Platinum members who reserve a class C or above vehicle are guaranteed an upgrade, at the rate of the confirmed class. This includes non-Prestige luxury or special equipment classes. If these are not available, customer gets the best car in the lot. |
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Explain the various rental reimbursement policies for State Farm. What does your branch do to go above and beyond for State Farm customers? |
80/20 split with either a $500 or $1,000 policy max $20/daily rate with a $400 policy max Respond with Yes and treat like royalty. |
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When processing a State Farm reservation, how many days should you tell them they are authorized for? |
None - authorized days on HLES indicate only a tentative authorization until a final date is determined by State Farm. |
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Name 5 important components of the State Farm Rules of Engagement. |
Treat all State Farm insured, claimants and employees like royalty. Respond to EDI within 15 minutes and don't just leave a message -- follow up. Rent to customer's between the ages 18-21 as long as they carry full coverage that transfers to the rental car. State Farm is an approved account to offer a "$0" deposit when the customers say no "out of pocket" Offer hassle free upgrade and loss damage waiver sales but if they don't want it, don't push it. |
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Explain the Body Web application. |
Reduces phone calls and or faxed. Updates sent to Hertz are shared with Insurance Saves time for everyone. Information is stored in system for a year and is easy to access. |
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What are HBR Accounts? Why are they important to Hertz? |
HBR's are Hertz Business Rewards and are for accounts in the local area. They are important because they improve RPD, improve revenue, provide repeat business and presence in area and protect our customer base. |
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Explain the 6 steps of the HLE Sales Model, and give examples for each? |
Preparation - responding to EDIs and/or learn about customer needs by checking reservation Reflecting Opening - such as "Thank you for choosing Hertz, I'm Elias. How can I help you today?" Data gathering - "What types of plans do you have with this rental? How many do you need to fit in this vehicle for your trip?" Supporting Hertz solutions - Present features and benefits. Closing - Positively and give that extra wow factor.
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What is the difference between features and benefits? Give an example of how you would describe one of our features and sell on the benefits. |
Features are what the actual product or service is while benefits are the value the customer receives from that product and appeals on an emotional level. |
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Give me five questions you ask in a call to a body shop. |
1. How's business over at your shop? 2. Do you have any rentals dropped off by our customers that need to be picked up? 3. Which insurance company is the customer using to cover the repairs? 4. Does the customer have rental coverage or will plan on paying out of pocket for this rental? 5. Is there anything else I could help you with while we're on the line? |
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What is a 48-hour theft waiver and it's purpose? |
It means we will waive the rental fees for the first 48 hours of theft. This is because insurance companies will not pay for a rental for their insured since most are recovered within 48 hours. |
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Do we charge a one way fee on insurance replacement rentals? |
No. |
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Explain all steps and procedures when doing a cash deposit for a rental going through State Farm. |
Fill a Cash Qual form. Verify that all information is correct. There needs to be an EDI from insurance. Even if it's a State Farm insured and a zero deposit, customer has to provide extra cash to cover the amount of days authorized tentatively in EDI. |
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In what case would you rent a car without a deposit? |
Fleet account rentals, corporate account rentals, and some approved replacement rentals with direct billing setup and special instructions and rules of the account. |
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What procedures do you follow when taking a check deposit from a customer? |
Never because we never accept check deposits for a rental. |
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Why is a due date so important on a rental? |
It's a legal contract with Hertz in which the customer agreed to return the rental by a specified time. This way we manage our fleet effectively. |
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What qualifications must an additional driver meet for either a replacement rental and or a retail rental? |
Active drivers license, a second form of ID such as an employee ID or birth certificate, form of payment, and must meet minimum age requirements depending on insurance company for replacement rentals and 20 years of age or older for retail. |
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Why is it important to take an electronic swipe of a customers credit card in HLES or ASAP? |
Swiping the card is the only way to we can prove to credit companies that we accepted it from the customer and it helps prevent fraud. |
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At the time of return, if the customer wants to swap credit cards and the second credit card declines, what is the next step? |
Clear screen, return to beginning and start over again. |
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Why is it important to follow the Equifax procedure? |
It's important because it prevents bad debt. |
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How do you handle a check refund? |
Send the check request to the HLE Admin Dept or Manager. Tell the customer they'll receive their refund within 5-7 business days. |
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Here is a situation I want you to answer some questions to: Customer's final bill at the time of return is $199.99 and the customer hands you $200. |
How much do you enter in the system? $199.99 How much do you deposit? 199.99 When do you deposit this cash? Next business day. How many deposits do you make per day? 1/day |
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Describe what it means when a contract is on DRB hold. |
An HLES rental is put on this hold when it is pending authorization or needing additional billing information to close. |
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What is the expectation for maximum number of days a contract should be on DRB hold? |
3 days |
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Have the employee pull the overdue and aging report in Document Direct. Then explain the difference between the two reports. |
Aging contracts are still open and show further movement. Overdue contracts show due date prior to today |
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What is the importance of the No Rev Report? |
The No Rev Report shows a list of cars that have not been rented for a while and have not been producing any revenue. We use this as a tool to maximize utilization and even usage of all rentable cars in the lot. |
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Describe the significance of a rate canvas report. How often should a rate canvas be completed? |
This report compares Hertz rates with competitor's. We should do this every day. |
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What is a Breach of Security Report? When should it be used? How many has your branch had in the past 12 months? |
It refers to an occurrence of actual or attempted theft or suspected loss of company assets due to a break in or breach. Central Fresno has had 1 in the past 12 months when one of the offices was broken into. |
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What is PID? |
Personal Identifiable Data |
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Name some steps to take in order to protect PID. |
Throw all visible PIDs in locked shred box and follow signs where not to dispose PIDs near trash, put all personnel files in secure file drawers with locks and audit cars for PIDs. |
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What are three mandatory logs that are kept at a Branch and explain them? |
Manual RA logs, Sales Logs, Deposit Logs, Lost and Found logs |
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How often should the "Work in Progress" (WIP) report be pulled? Why is it important to the operation? |
WIP should be worked daily and it is pulled from HLES and by checking it we avoid bad debt. |
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Explain difference between the following holds: B, R, O. |
B - Renewal on hand and soon to expire; soft hold R - Reg Hold - Do not rent, registration is exp; fine if rented O - ordered tags, stop hold, do not rent; fine if rented |
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Explain the difference between these holds: N, W, J |
N - Soft hold wholesale; can rent W - Hard hold wholesale; cannot rent J - Hard hold sold; cannot rent |
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Explain the difference between these holds: M, K, T. |
M - Soft hold TB - Can rent K - Hard hold TB - Not system generated. T - Hard hold TB - System generated when breaking mileage or days |
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What is the process for handling Y holds? |
The location should idle site the vehicle and send an email to: OKC Theft And Recovery then OKC will remove the Y hold. the car shouldn't be driven until hold has been released. |
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What are the two ways a rental car can turn into a hard hold (T Hold)? How would you check this in the system? |
It breaks the mileage limit it or it breaks the days in service limit and you can check this in vehicle profile in VAW. |
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Have the employee explain Hertz Operating Statement. |
(Open) The operation statement is your report reflecting current month and year-to-date activity. |
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What is the difference between revenue, expenses and profit? Give examples of revenue and expenses. |
Revenue: Income derived from car rentals (time and optional services) Expense: Cost associated with running the business |
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What is the RPD? What is the current goal for this branch? Name two ways to improve RPD of the branch. |
$30.00/day is the RPD goal as well as the goal for our branch. Two ways to improve RPD is to include more packaging for contracts and upsell car upgrades for every rental.
RPV goals are about $800/car |
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Looking at this branch, tell me 3 expense areas needing improvement. What ideas would you have to improve this area if it were your branch? |
Three areas we need to improve in expenses is fuel costs by selling more FPOs and utilizing FSC on returns, fleet costs by renting out no-rev cars while pushing upgrades, and overtime costs in wages by rotating weekly shifts as well as sending a worker early when slow. |
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List 3 Pool Cost items. |
Transporter Maintenance Interest Depreciation Accident and Workers Compensation claims |
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What is Hertz Local Edition's utilization goal? |
90% monthly and 92% weekly peak per VAW |
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How do you calculate Revenue Per Vehicle? Can the goal for October and November be the same? Why or why not? |
RPD x Utilization x days in the month ex: October 31 days x $35 x 90% = $976/car No, because they dont have the same number of days in both months. |
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What is your location's RPV? |
Check VAW and explain ways to tighten utilization and increase RPD. RPV goals for the area is $800/car |
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What are three key features of the LDW? |
$0 deductible, covers vehicle 100%, and we don't contact insurance. |
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What are three features of LIS? |
Up to $1,000,000 primary liability coverage for customer, protects against 3rd party claims, and no deductible. |
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What are three features of the PAI? |
$2500 Accidental Medical Coverage, $250 Ambulance Expense/person, and no deductible |
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What are three features of the PEC? |
$600/person for personal items lost, stolen or damaged, $1,800 total limit and pays in addition to any other insurance. |
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What are three features of PERS? |
Covers renter in case they lost keys, gas up to 6 gallons when out of gas on road, jump battery. |
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What are two features to the FSC? |
No need to stop and refill, saves time and convenient. |
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What are two features to FPO? |
Pre pay the tank, priced competitively and saves trip to gas station. |
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What are the products included in the calculation of RMOD? |
LDW,LIS,PAI/PEC,FPO,FSC,Upsell |
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How does RMPOD and SRPD differ? |
RMPOD includes FSC |
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The Revenue Management performance is measured on opportunity days; what are considered non-opportunity opportunities and are not included? |
Gold rentals, rentals over 62 days long, when LDW/LIS/PAI/PEC with I, F or D, applicants. |
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Never hang up the phone without ... |
asking for a reservation or providing a solution. |
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Why is the telephone the most important part of the rental process? |
It's the first impression of Hertz with the customer, provides opportunity for great sales and business relationships. |
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What should a Hertz Representative always be doing while on the phone with a customer? |
Smile, offer to book a reservation, use customers name, and thank the customer. |
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Name the most important workplace priority in the Hertz Corporate Safety Policy? |
Using seatbelts |
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Name 3 safe driver behaviors on the Safe Driver Evaluation Sheet. |
Follow 3-second rule, check mirrors every 5-8 seconds and stays at or below speed limit. |
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What is the three second rule and when does it change? |
Maintain 3-seconds away from vehicle ahead and the space gap increases when there's adverse road conditions. |
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