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Flashcards in Group Rental Deck (21)
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0
Q

Explain what the “Scale point analysis” is and how it is used to impact ESQI

A

It breaks down customer service samples into 5 categories

Completely satisfied –> completely dissatisfied

1
Q

Define was ESQI stands for and what it means?

A

Enterprise Service Quality Index

It measures customer satisfaction

2
Q

What are Enterprise’s four core areas and state the groups goal for each?

A
  1. Customer service - 85%
  2. Employee Development/Retention - 75%
  3. Growth - 20%
  4. Profitability - £75 a car
3
Q

List the 8 steps of the Enterprise “Cycle of service” and identify best practices in each stage to guarantee a completely satisfied customer.

A
  1. Telephone - answer in 3 rings, with a smile
  2. Pick up - arrive on time
  3. Branch arrival - Greet customers by name, handshake
  4. Counter - continue conversation
  5. To the car - boot to boot, show controls
  6. Callbacks - ensure done correctly to manage fleet
  7. Return of vehicle - use the SFL
  8. Invitation to return - give business card
4
Q

What are the 5 main sections of the statement?

A

Income, Costs, Expenses, Overheads, and Profits

5
Q

What are the six sections of the income section of the statement?

A
  • Number of units
  • % days earned
  • Days earned growth
  • C&I income
  • Net other
  • Total revenue
6
Q

What are the 3 sections in the overheads section of the statement?

A
  • Branch overheads
  • Group overheads
  • Corporate overheads
7
Q

What goes into the Costs section of the statement?

A

Gross costs

8
Q

What 2 things go into the Expenses section of the statement?

A
  • Personnel expenses

- Operating expenses

9
Q

What 4 sections go into the Profit section of the statement?

A
  • Break even
  • Operating profit
  • Vehicle adjustment
  • Net profit
10
Q

What is days earned growth?

A

The % difference between the current months Average Days earned and the prior months Average Days earned

11
Q

What is C&I Income?

A

Customer and Internal income

  • Customer: Revenue we generate from the rental of a vehicle
  • Internal: Revenue we generate from billing a department within the company for a rental vehicle
12
Q

What is net other?

A

Income from selling protection products

13
Q

What are your costs every month? (9)

A
  • Maintenance
  • Depreciation
  • Tax and license
  • Interest
  • DR liability
  • Collision and Comp
  • Misc expenses
  • Rent costs (Leasing premium vehicles)
  • Fuel (Collecting, costs and net)
14
Q

What is in your personnel expenses?

A
  • Branch (wages and overtime)
  • Service agents
  • Drivers
  • Bonus (Commission)
  • Tax
  • Benefits (health care, pension etc)
15
Q

What goes into your operating expenses?

A
  • Referral expenses
  • Bad Debt
  • Customer satisfaction
  • Uninsured losses
  • Credit card charges
  • Advertising expenses
  • Call centre
  • Travel and expenses
  • Car wash
16
Q

What is referral expenses?

A

The cost of any referral commissions paid out within the month. This includes both local and national referral commissions.

17
Q

What goes into your branch overheads?

A
  • Rent
  • Taxes, building and land
  • Depreciation (fixed assets)
  • Insurance, building and other
  • Repairs and maintenance (to building)
  • Utilities
  • Phone
  • Supplies
  • Janitorial (waste disposal etc)
  • Other (coffee, postage etc)
18
Q

What makes up the Vehicle Adjustment?

A

A combination of inventory adjustment and depreciation adjustment

19
Q

What is inventory adjustment?

A

Also known as “flip” this is the branch potion of profit made when a vehicle is sold

20
Q

What is depreciation adjustment?

A

10% of the vehicle depreciation amount given back each month to balance out fluctuations in used car values.