| A | B |
|---|
| Jack Taylor Founding Value 1 | our brands are the most valuable thing we own |
| Jack Taylor Founding Value 2 | personal honesty & integrity are the foundations of our success |
| Jack Taylor Founding Value 3 | customer service is our way of life |
| Jack Taylor Founding Value 4 | our company is a fun & friendly place where teamwork rules |
| Jack Taylor Founding Value 5 | we work hard...and we reward hard work |
| Jack Taylor Founding Value 6 | great things happen when we listen to our customers/each other |
| Jack Taylor Founding Value 7 | we strengthen our communities, one neighborhood at a time |
| Jack Taylor Founding Value 8 | our doors are open |
| How would you define the Enterprise Difference | its people |
| 1st core area of the business | fleet growth |
| 2nd core area of the business | revenue |
| 3rd core area of the business | customear service |
| 4th core area of the business | employee development |
| Service Quality Index | SQI |
| S in SQI stands for | Service |
| Q in SQI stands for | Quality |
| I in SQI stands for | Index |
| Group goal for SQI | 84 |
| 1st step in cycle of service | telephone |
| 2nd step in cycle of service | pick up |
| 3rd step in cycle of service | branch arrival |
| 4th step in cycle of service | rental contract |
| 5th step in cycle of service | to the car |
| 6th step in cycle of service | callbacks/switch outs |
| 7th step in cycle of service | return of vehicle |
| 8th step in cycle of service | invitation to return |
| pick up | Enterprise's signature move |
| branch arrival | the meet and greet time |
| importance of the rental contract | best value for customer & billing info correct for Enterprise |
| to the car | opportunity to check condition of car |
| return of vehicle | last chance to see the customer |
| invitation to return | shows customer we want their service |
| 1st question when customer returning car | how was our customer service |
| 2nd question when customer returns the car | was there anything that we could have done better |
| 3rd question when customer returns car | would you rent from Enterprise again |
| Management Trainee has authorization to write off ___ days | 2 |
| account # to write off days due to customer complaint or dispute | 0531 |
| 1st thing to build trust prior to a sale | establish positive relationship |
| 2nd thing to build trust prior to a sale | adjust to one another's personality |
| 3rd thing to build trust prior to a sale | transfer the renter's attention to you |
| 4th thing to build trust prior to a sale | take the lead in the sales process |
| 4 steps in sales process | intro, fact finding, presentation, closing |
| 1st step in sales process | introduction |
| 2nd step in sales process | fact-finding |
| 3rd step in sales process | presentation |
| 4th step in sales process | closing |
| 3 main purposes of sourcing | give proper rates, know coverages to offer, know different rules of the contract |
| selling points for body shop | pick you up, quick service |
| selling points for dealerships | lower rates, pick you up |
| selling points for agents | pick you up, priority pass |
| selling points for adjusters | ARMS system, in-house reps |
| Business Rental Sales Executive | BRSE |
| B in BRSE stands for | Business |
| R in BRSE stands for | Rental |
| S in BRSE stands for | Sales |
| E in BRSE stands for | Executive |
| Who is your BRSE? | I don't know who your BRSE is! Do you?!? |
| 3 ways to find a quality Corporate Lead? | cold calls, marketing in the field, networking in community |
| 3 questions to generate a quality corporate lead | how often do you rent for business? do you get reimbursed for mileage? who handles travel? |
| 4 items you must have in order for a corporate lead to qualify | contact name, contact number, nature of business, how frequently they travel |
| 3 reports to direct your corporate marketing efforts: | crystal report, boss marketing grid, source analysis |
| expected # of marketing hours per month | 24 |
| tool to measure monthly marketing efforts | PDM |
| P in PDM stands for | performance |
| D in PDM stands for | development |
| M in PDM stands for | meeting |
| 3 largest competitors | ??? in Nashville: Hertz?Nation?Avis? other... |
