PowerPoint Presentation

[Audio] Group 48 MQI Study Guide. Group 48 MQI Study Guide.

[Audio] Vehicle Repair. Vehicle Repair.

[Audio] VR MISSION The mission of VR is to serve daily rental, truck, and all other lines of business in every way possible to ensure timely, cost-effective repairs without sacrificing safety or quality..

[Audio] VR priorities # 1: Ensure safety for our customers and employees by maintaining a safe fleet of vehicles # 2: Speed: quickly shopping cars, assessing repairs, and decide in a timely manor helps decrease down time. Fast repair times increases ability to maintain higher occupancy. # 3 Cost consideration with repairs. Use buying power, negotiation skills, tech expertise, and physical inspections to keep repair costs reasonable. # 4 We never sacrifice quality. We put safety for our customers and employee's first. # 5 VR must communicate with DR as well as management and Corporate service operations department regarding repair-related concerns of fleet..

[Audio] VR Roster GROUP VR Manager: Malik Blevins VR Service center support: Carla thillet VR field supervisor: Mikayla Cabral VN service center supervisor: Alex dipaola VR coordinator: Mackenzie Angell.

[Audio] PM/ LOFR: Lube, oil, filter, rotate tires and check brakes LOFR is the only safety inspection that we do on our vehicles during rental life Cars must be maintained at manufacturer recommended intervals in order to maintain manufacturer warranty. Units over 10k miles are considered priority LOFRs and need to be taken care of immediately..

[Audio] Routine PM Between 7k and 9500 miles. Routine PM.

[Audio] Tires Tires with 4/ 32nds of less need to be replaced. Replacement tires need to meet this criteria: Manufacturer recommended size Speed rating Load range. No used tires are to be installed. Check tires 3 times: Return Process When cleaning Check in process.

[Audio] Rotating Tires 3 reasons why we rotate tires: Minimize wear Do brake inspection Check tires for damage or uneven wear.

[Audio] Maintenance Expenses 1681: Spread to Group (PM) LOFR's , tires, alignments, brakes, ect 1679: Branch Maintenance (corrective maintenance) Hubcaps, brake light bulbs, negligent maintenance.

[Audio] Tire Wear Bars Can be found between tire tread. used as tread depth indicators. When tread is at wear bars, its at 2/32nds..

[Audio] Tire Pressure Located on door jamb. fill tires to recommended pressure..

[Audio] Warranties New car warranties: 3yrs/ 36k miles Bumper to bumper covers almost everything from front to back bumper provided it was not abused or in an accident Power train: covers engine, transmission, trans-axle, and differential. Ford Nissan and Toyota are 5yrs/ 60k miles.

[Audio] Warranty tows Provided with the factory warranty and tow is to closest dealer. Every manufacturer except Ford, Toyota, and Nissan provides EHI with warranty tow coverage. Call dealer or tow company to have vehicle moved..

[Audio] Warranty vs Factory assistance Warranty repairs are covered under normal manufacturers warranty provided no abuse/ collision that caused part to break. Factory assistance allows Enterprise to apply for reimbursement for certain repairs if a vehicle is outside the manufacturer's warranty.

[Audio] Collision Repair 5 things to check for when the unit returns: Correct area is repaired no new damage color match paint quality panel alignment.

[Audio] Orange peel When paint is not smooth and looks cloudy..

[Audio] Fisheyes (also known as craters) are an unattractive occurrence that can happen when dirt, wax, oil, or silicone gets stuck under the paint on your car..

[Audio] Windshield Repair guidelines Edge crack with no impact point: < 6" in length Edge crack with an impact point: < 6" in length at least 3 cm from edge.

[Audio] Malfunction Indicator lights Check engine light Airbag light Tire light Oil light Temperature or coolant light Washer fluid Maintenance / service/ oil change Forward collision light Traction control SRS: Supplemental restraint system ABS.

[Audio] Safety items Broken door handles seat belts wheels/ rims lights (interior/ exterior) broken mirrors ( side, rear view, vanity) inspection and reg stickers.

[Audio] Safe Car act est June 1, 2016 Pop up that comes up on computer when renting a car. Car could have hard hold, MR, DNR, or LOFR. it will explain what it is for..

[Audio] RPM Strategies Lowering LOFR score: Make it important Establish a plan Build relationship with LOFR shop Follow up Review plan.

[Audio] RPM Strategies 2 Lowering your OOS & Days: Make it important Work shop cars daily Be consistent Bumper policy Use mobile vendors Service center.

[Audio] 12-digit billing number Group: 48 Region: 0 Tax or non-tax: N DR: for Daily rental UC: Used car 10: leased vehicle MD: medium duty CC: company car Last 6: is the unit number This is used for out of group service.

[Audio] Bumper Policy Cosmetic Bumper Damage: Superficial scratches, scrapes, or scuffs to plastic bumpers that are larger than damage evaluator. Repairable bumper damage: Tears, cracks, punctures, and holes of any size, in addition to any misalignment missing/disconnected pieces or dents larger than largest circle on damage evaluator. This includes plastic, metal, or chrome bumpers..

[Audio] Group 48 recall policy Do not rent recalls.

[Audio] Group 48 LOFR Plan LOFR PLAN: GOAL 15 1. Identify each lofr in fleet using VMR RPM Recall & Preventative maintenance 2. Confirm miles on unit services 3. Place lockout tag with LOFR/PM written on it on keys and move to non-rentable units area in parking lot. 4. put keys in lofr bin. 5. Once unit is ready at LOFR shop, shop must provide invoice when unit is picked up Area, Branch, Assistant managers: Utilize RPM to identify LOFR's that have been re-rented as well as high priority LOFR's based on miles over and rental column (how many times it's been rented since becoming a LOFR).

[Audio] PAMS Preferred Automotive Maintenance Suppliers: Firestone Monro Goodyear.

[Audio] 3 emails that Group VR manager sends to the group Recalls LOFR score Group Policy/ Vendors/ Maintenance Best Practices.

[Audio] Maintenance Best Practices Preventative not corrective Make sure that we are not renting out LOFR's Make sure all paperwork is closed out before renting unit Be proactive not reactive.

[Audio] Average Shop days reduction plan Group Goal: 15.5 days MSM ( MECHANICAL SERVICE MOVEMENT): prior to shopping, confirm issues and try trouble shooting determine if repairs is warrant-able if not warranty tow Create MSM non-rev location note and date in Fill out dealer vend form hand to service advisor For tows, call dealer to confirm drop off Service dept. should communicate with VR 4899vehiclerepair@ehi.com Reasons for hold/ delays: Back ordered parts Need to involve manufacturer When service completed: Unit needs to be inventoried to branches books ready@shop name.

[Audio] Average shop days reduction plan 2 Body Shop ( WSM) Contact shop through LDR ( Shop auth form) create non-rev in LDR ( Location note should read: shop name in date) shopped vehicles picked up in 24 hours Check LDR for estimate amount (no amounts means no estimate) Once claim is approved, location note will be changed in unit services to include ecd ( Columbia ECD) Reasons for holds: Insurance holds back ordered parts estimates needs revising incorrect claim number Updating ECD in USG: vehicle info search unit number press f7 on location note update location When unit is completed: unit should be inventoried to owning branches books..

[Audio] VR responsibilities Reporting: OOS detail: allows to sort by city/ area/ branch as well as movement type or days down Units unrentable: allows you to drill down into each VEM bay and movement type by area, city, branch RPM: allows you to sort by location note days in status and branch. Dealerships: Using reporting above; VR will contact dealerships for cars that have been in longer than 5 days Dealers should have RO open within 3 days of unit being delivered. first hour to diagnose problem and is automatically approved. Attempts to cover repairs under warranty for failed or bad parts should be made if the unit is under warranty by miles or not. in event that parts are damaged or missing a claim number must be keyed and given to service advisor as a PO. A decision ( approval or decline of repairs) will be given within 3 hours. if parts are back ordered, VR will follow steps outlined on OE parts escalation info and add notes to USG. If dealers are waiting for Manufacturer response regarding fix for the concern; VR is to email askanasetech with unit info, dealer info, RO number and case number.

[Audio] VR responsibilities Continued Body Shop: VR will communicate Monday, Wednesday, Friday morning for updates. VR will conduct shop visits and will update ICE or USG with ECD. VR will include area managers on emails for comm purposes on delays or issue units. Body shops receive ECD once they start repairs. Shops will update ECD through asset management and that will automatically update in USG CMS during repair process (parts ordered, in process, in paint, repairs completed) . VR will reach out to shop if not updated regularly. Shop needs to reach out to VR if parts are back ordered..

[Audio] Branch operations. Branch operations.

[Audio] List 5 of the most controllable costs/ expenses per unit at a branch? What are some examples of best practices to control each of these at a branch level? Fuel: Sell PPF/ Collect on customers who return with less gas than they originally got it at. Personnel: Making sure everyone is clocking in and out on time (flex days/breaks) Reserves: proper underwriting/ callbacks/proper vx's Bad Debt: Work AR's daily, call backs , avoid charge backs need 5th one.

[Audio] What are the 4 categories on the per unit that drive revenue? How can you impact each of these categories? Net Other: Top-down selling of ancillary products Days Earned: Sitting tight C&I Revenue: getting as many cars on the road as possible as well as offering upgrades to customers Total REV: offering upgrades and top-down selling ancillary products.

[Audio] When reviewing branch performance in each category on the per unit, how do you determine if your branch is doing well in each category? what numbers do you use to compare yours to determine if you are doing well? You can compare your numbers to area, city, and corporate average..

[Audio] What number on the per unit determines your branch over all performance with cost control? How do you check to make sure if that goal is attainable for your branch? Break Even By setting a new break even, you can see on the per unit what your break even for PYMO. This PYMO will show you where you were last year at the current month. Try to set a goal of around $ 50- $ 100 more than where you are at now. This is more attainable than setting an IPC goal of $ 200 more than last month.

[Audio] What tools do you used to help you set an IPC goal? how do you check to see if it is attainable? First you need to know the equation IPC= ( Average Daily Rate * DAYS EARNED PERCENTAGE * DAYS IN MONTH= C&I + NET OTHER) You have the ability to change any of these variables to set a new IPC goal Let's say you want to set an Average Daily Rate for $ 40, Days Earned 90%, 31 days in the month, and net other to $50 $40* .9*31= 1116+ 50 = 1166 Last month, our IPC was 1089. $ 38.45 was our Average Daily Rate and 89 was our Days Earned % and $31 was our Net other. This would be attainable if we are able to hit our Net other goal as well as Average Daily Rate and Days earned goal..

[Audio] Based on your review on cost control, how do you set a new break-even goal for your branch for the next month? How to set a new break even goal: Add up all costs/ expenses and that will give you your break even Setting a new break even goal: Lowering direct costs Lowering personnel expenses (making sure that everyone is punching in and out at the correct times) Lowering operating expenses (turning off lights when the branch is closed).

[Audio] Once you have determined a new IPC goal, and a new break-even goal, what is your new goal for OP? New IPC goal: Do math calculation based on goals you may have Is your new OP better or worse than group average? Better If you made a 2 percent commission from your branch, what would your new payout be based on your goals OP * FLEET * .02 = Commission Combined DEC per unit: 187 * 357 * .02 = 1335.18 If you made a 2% commission from your branch, what would your payout be if nothing changed? Need answer New goal for OP should be at least 25 to 50 more.

[Audio] Outside sales. Outside sales.

[Audio] What are the 4 steps of the sales process? Intro/small talk Fact find Presentation Close.

[Audio] List 5 benefits to an insurance agent to refer Enterprise to their customers 1. Availability 2. Options (different car class selections that fit under policy) 3. Customer service 4. Accessibility (having multiple locations near each other) 5. Discounted Rates 6. Pick up/Delivering 7. Repeat Business.

[Audio] List 5 benefits to a body shop to partner with Enterprise 1. Pickups/ deliveries 2. ARMS system 3. Able to take pop fly's whenever 4. Repeat customers 5. Discounted Rates.

[Audio] List 5 reasons to a corporate account to partner with Enterprise 1. Selection 2. Brands (Enterprise, National, Alamo) 3. Discounted Rates 4. Direct billing through account 5. At least one brand at every airport.

[Audio] 5 benefits to dealerships to partner with Enterprise 1. Quick service: in and out in 5 minutes 2. Pick up/ deliver to dealership 3. Fleet variety 4. Direct Billing/ ARMS 5. Negotiated Rates.

[Audio] When prepping for a meeting with a prospective account, what are some things that you should know about them before you arrive? 1. Do your homework (look on companies' website) 2. Heart Burns: reasons why they do not like Enterprise 3. Hot Button: reasons why they do like Enterprise 4. Never underestimate how much people like to talk about their business/themselves. (you will be able to fact find better) 5. Always have 2 agendas ( our business and their business) 6. Be aggressive and "assume the sale" that you are going to take them in as a prospective account..