Rental - Ian Dale & Brian Oddy

Question 0

He will ask you about ESQI….

3 month number……. 91
12 month number …..

Group customer service plan … CSC7C3
Carp, shout, clean car, 7 minute transaction time, csc’s, 3 critical questions.

Biggest referral account - boss

5 things you can do to improve revenue

       * run tight
       * good fleet mix
       * net other
       * additional driver fees, kms etc..
       * upgrades
       * MPI reasons
       * rate reviews

To be considered for a corporate account there must be a minimum requirement of 50 rental days per year.

Answer 0

S …. “ sushi bar” welcome & introduce yourself to each customer with
HANDSHAKE. Double team at the counter.
H….. Find your customers “Hot Button” personalized service starts
With the thing that is most important to our customers. Do what
It takes to make it happen.
O…. “OPEN ENDED QUESTIONS”
How was our service?
What could we have done better?
If a problem arises, use problem resolution steps
* Listen
* Apologize and record
* ask “what can i do to make it up to you?
* Do it plus one!!
U…….. Be sincere while treating each customer as the Center of our
“UNIVERSE”, not an interruption to our day.
T……….”THANK” each customer for there business and personalize
There experience by inviting them back with your business card.

Question 1

ESQI - cycle of service

Answer 1

1) telephone
2) pick up
3) branch arrival
4) rental contract
5) to the car
6) call backs / switch outs
7) return if the vehicle
8) invitation to return