RM Flashcards
List four things you can do to lower maintenance costs at your branch. Why is this important?
- Getting LOFRs done in a timely fashion
- Check fluid levels
- Check tires for proper air pressure and tread depth (replace if necessary)
- Only use shops authorized by Vehicle Repair department.
- Pull recalls immediately
This is important because customer safety in our vehicles is our number 1 priority. Not only does diligent vehicle maintenance promote the safest possible customer experience, it keeps our costs lower.
How would you handle a customer that has tire damage ?
If only one tire is damaged, the responsibility does not fall on the customer. If there is any additional damage (2 or more wheels/undercarriage/rim), we write the DX on the appropriate customer. (Did deeper to see if it was the customers fault or if a third party was involved, if so, make sure to get police report, insurance info, etc.)
How are maintenance costs accounted for and why?
Preventative maintenance: These costs are spread throughout the region to promote safety.
Non-preventative: If a branch did not do a LOFR and the engine blows, the full cost is expensed to the branch
Is it OK for a customer to take a vehicle to one of our service providers?
No, customer service and liability exposure are the main reasons why this is not a valid option.
The only exceptions are corporate month or more rentals. It is important that preventative maintain effective is done and the final invoice is updated in unit services/odyssey
What type of Unit Services non-rev movement is used when putting a car in the shop for :
- Maintenance
- Body /work
& why is this important?
Maintenance: MSM
Body Work: WSM
This is important because:
- it gives us an accurate in shop percentage
- it notifies the Vehicle Repair Department that the vehicle is in the shop
What is the expectation for:
1) LOFR score
2) Recall Score
1) LOFR score: 20 or less
2) Recall score: 0
Describe when you would take a vehicle to a dealership versus a service shop. Why? Give an example
You would take vehicle that needs warranty work to the appropriate dealership.
Any non-warranty work goes to a service shop.
We do this because it is the most cost effective way to handle these maintenance issues. Taking a vehicle to get an oil change at a dealership as opposed to one of our approved shops could potentially be a significantly higher cost. There would be no reason to take warranty work to a body shop when the dealership would do it for free.
How & when do you check for proper tire tread depth? What are the minimum tread depths we allow on our vehicles? Why is this important?
Check after every rental returns & during the vehicle prep process.
We replace tires at 4/32nds or less.
We measure using a tired tread depth gauge.
This is important because customer safety is our number one priority.
How do you handle a customer stating the vehicle has a mechanical/ safety issue?
I would apologize to the customer for the inconvenience and ask if the vehicle is safe for them to drive back to get switched out. If it isn’t, we would get the vehicle towed and switch them into a safe vehicle immediately. We would then bring the original vehicle to an approved service vendor as soon as possible.
What do you do when a car returns from the body shop? How do you handle the situation if the repair work is poor? Why is this important?
When the car returns, check T.A.C.O (Texture of paint, Alignment of parts, Color match & Overspray.)
If the work is not acceptable, do not accept the vehicle! Politely inform the shop that they need to take the vehicle back and fix it. Inform the VR department. This is important because we need to hold our shops accountable when we are paying them to do a job properly.
What type of mechanical repairs can a branch employee authorize? Who authorizes a PO and why?
The branch can authorize a LOFR and a tire repair.
Any and all mechanical repairs above a LOFR/one tire are authorized by the VR dept. This is to ensure that we are getting the correct price for the vehicle repair requested.
How much of a deposit do we require on all rentals? Are there any exceptions?
We require the cost of the rental plus a $200 deposit.
The exception to this is DB and insurance replacement rentals. We take a $50 deposit.
What are the qualifications for a debit card renter?
- Valid in state drivers license or lives within 50 miles of the branch
- debit card is in the renters name
- minimum 2 forms of contact (2 phone numbers, or 1 email and 1 phone number)
- document insurance and employer information
- vehicle size limited to: Full-size car or smaller, cargo vans, mini vans, small & large pickup trucks, Compact/Intermediate/Standard SUVs)
- renter must pay full amount of the rental plus $200 deposit
- Management approval requires on Renter Verification tab (user ID and PW) For launch pad input, type (your name) approved.
- repeat renter must qualify every time.
What are the requirements if a customer with a debit card does not verify?
2 of these 3
- utility/cell phone bill. Name/address must match license. Past due balance of $100 or less on bills and must have been issued within the last 30 days.
- pay stub
-proof of fully transferable insurance (declaration page or call agent to verify)
———————————————————————-
-valid in state DL only
- debit card in their name
- minimum 2 forms of contact
- document employer information
- vehicle size limited to: ECAR-FCAR, CARGO VAN, MVAR, SPAR/PPAR, CFAR/IFAR/SFAR
- renter must pay total cost of the rental plus $200 advanced deposit
- management approval required for renter verification tab. For launchpad input-type (your name) approved in notes.
- repeat renters must qualify every time
What are the retail no-credit card requirements for a customer who is under 25? Why is this important?
Same as 25 & up, plus:
- Comp/Collision & liability insurance that is fully transferable
- completed rental application
- charge 20 pd underage fee
This is important because underage customers are considered higher risk, taking these precautions reduce our exposure.
Explain in full detail the “youthful driver program” (18-20 years old) Why?
- Must be a verified replacement rental situation
- Must have full comp/cool/liability insurance that is fully transferable, input information into insurance tab
- Cannot sell DW/PAI/PEC/SLP/RAP
- Up to a standard size car only
- No retail deals
- Must fill out the 18-20 year old driver application completely
- Charge underage driver fee
- Other normal qualifications apply
WHat are the qualifications and/or restrictions for renting a 12-15 passenger van? Why is it important that the renter signs the addendum? What does the branch need to with the addendum at the time of then rental and at the end of the rental?
A. The renter must be at least 25 years of age with a major credit card in their name. The van cannot be used to transport children below the 12th grade for school related functions. Addendum must be signed and attached to the contract. Vans cannot be used to transport persons or property for hire and the van is not allowed to travel to canada or Mexico. They cannot remove the seats.
B. Renters signature shows that they have read the addendum and understand the restrictions, NHSCA advisory and other restrictions
C. Branch needs to fax signed addendum / contract to regional fax number designated for van addendums at the beginning of the rental, and send addendum with contract to xerox once the rental is closed.
What procedures do you follow for adding additional drivers?
- Spouses automatically qualify and are exempt from additional driver fee
- All others must qualify on their own, including rental application, if additional driver does not have a credit card
- charge additional driver fee of $10 per day
Properly underwrite a customer that wants to rent a LUX/prem/SUV? Does the customer need their own full coverage insurance?
- Must be 25 years or older
- Valid drivers license
- Minimum 2 forms of contact
- Must have valid major credit card in their name (debit not accepted for these car classes)
- Must pay cost of rentals plus $200 deposit
What goes into your Loss Per Unit? What is your goal?
Subrogated Bad Debt (uncollectable DX’s) & Other losses (DW losses)
Goal: under $39 per car
How do you handle a customer with an out-of-state drivers license? Why?
- No debit/check/money order rentals. Credit card must swipe
- Get local phone number or verify employment. Verify picture on DL
- If the credit card does not swipe - do not rent the vehicle
- Use the ID checking guide to confirm if the DL is valid
- Use the fraud fighter to confirm DL & CC are valid
In addition to underwriting, name three things you can do at your branch to lower your loss per unit?
- Shop units immediately ( we cannot pursue payment without the shop estimate)
- Have renter file a claim with their insurance company while they are in the office ( do not switch the customer into a vehicle unless this is done.)
- Fill out and complete DX report properly. Include facts of loss, insurance information (when applicable), police report, accident information, claimant information, pictures, etc.
- Keep a DX logbook in case DRU/ Risk Manager requires claim documents. Keep: DX/contract/addendums/bills & paystubs/ copy of insurance card for 6 months.
- Send original closed contracts and addendums to xerox at least once a week so the DRU cab access if needed for claims related issues.
What does a complete contract consist of? Why is this important?
- insurance information
- 2 forms of contact
- correct/updated address
- employer box completed
- correct deposit
- all proper signatures/initials
- complete addendums
- rates
- protection product pricing
- car condition (use ledger system)
- gas
- mileage
How does it impact ERAC?
1) This keeps ERAC free of any liability in the event of a legal issue, because having everything filled out properly with all essential information visible to the customer shows that we did our job properly. There should be nothing to imply that we were not fully transparent with the customer.
2) In the event of a conversion, we have a better chance of locating the renter
3) This provides documented proof that the customer signed off on rates, applicable coverage, and that the contract & policies were explained to them.
Name all five categories of uninsured losses
- Undocumented damage
- Conversion losses/other
- Employee Loss Physical Damage (OX)
- Detectable Fraud Losses
- Employee Loss Liability
