U.S. U.S. CHOICE CHOICE AUTO RENTAL AUTO RENTAL Initial Telephone and Internet Training For Basic Operations of a rental car operation Under the U. S. Choice Agreement Created and Produced by Jim Schalberg Auto Rental Training and Continuing Education www.Schalberg.com
46
Embed
U.S. CHOICE AUTO RENTAL Initial Telephone and Internet Training For Basic Operations of a rental car operation Under the U. S. Choice Agreement Created.
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
U.S. U.S. CHOICE CHOICE AUTO RENTALAUTO RENTAL
Initial Telephone and Internet Training For Basic Operations of a rental car operation
Under the U. S. Choice Agreement
Created and Produced by
Jim Schalberg Auto Rental Training and Continuing Education
www.Schalberg.com
A Properly Qualified A Properly Qualified RenterRenter
Telephone QualifyingRight Driver, Right CarQualification Questions Designed To Make A Good Rental
Telephone Telephone QualifyingQualifying
First Contact On The PhoneFocus On The CallerSpeak Slowly, Clearly And Into The Mouth PieceListen!!!!
Right Driver Right Right Driver Right CarCar
Listen To The Customers RequestQualifying Questions Determine Rental Equipment Then RateListen To What The Answers Tell You Does Your Customer Read And Write In English
This is a simple business. You rent a good clean dependable vehicle at a fair price. All you ask your customer to do is bring it back in the same condition and pay your Bill!
It is your job to ask the right questions to ensure that contract!
Qualifying Qualifying QuestionsQuestions
Is The Renter And All Additional Drivers Over 25? Tells You Who And How Many Drivers
Will You Be Using The Car Locally Or Going Out Of Town? Where Is The Equipment Going
What Major Credit Card Will You Be Using? Determining If This Is A Cash Renter
How Long Will You Need The Car? Helps You Determine Rate
When Do You Want To Pick Up The Car? Lets You Check Availability Gives You An Opportunity To Turn Away An
Unwanted Rental!Decision Time!!!!
Remember!Most Accidents Are Caused by Additional Drivers…Most Not Authorized.
Under Age Drivers Are Almost 10 Times More Likely To Have An Accident!
Cash RentalsCash Rentals
Most Dangerous? Most Profitable?Minimum, Three Proofs of Residency, All Current, No Overdue amountsNever More Than a WeekNever Extend Over The PhoneNo Additional DriversA Deposit is a Deposit
Passenger Van Passenger Van RentalsRentals
Right Number Of Seat BeltsConsider Two 7 Pass Vans Instead Of 15 Most Rollovers Are Single Vehicle
Crashes Driver Must Be Well Rested Especially Cautious On Curves Re Enter Roadway Cautiously If Wheels
Drop Off The Pavement Check Tire Tread And Inflation At Least
Once A MonthRestrict Drivers To Those Familiar With The Equipment
Roll Over Danger In 15 Pass Vans Increase As The Load Increases
Inexperienced And Over Confident Drivers Contribute To Many Rollover Crashes
Cargo Truck Cargo Truck RentalsRentals
What Will You Be Carrying?Cautions Firewood Sand Or Gravel Concrete, Brick, Rubble Off Road Use
Tell The Renter The Height Of The Vehicle And To Watch For Over Hang And , Low Bridges, Tunnels Or Parking Garages – Especially Drive Through RestaurantsAn Overloaded Or Improperly Used Truck Is A Loss Looking For A Place To Happen!
No Truck Rentals for Off-Road Use!
Most Important… Right Truck for Right Job
Possible Catastrophic Possible Catastrophic Losses Losses
(Million Dollar Loss)(Million Dollar Loss)
Owners And Employees Driving Your Rental Cars And Not On A Rental AgreementRenting Into A State That Has Vicarious Liability LawsNegligent Entrustment Renting A Faulty Vehicle Making A Rental To Someone Who
Cannot Handle The Vehicle Physically Or Due To The Influence Of Alcohol Or Drugs (Even Prescribed Medication)
QuestionsQuestions
Your Rental ContractYour Rental Contract
Neat Clean and LegibleAll Information AccurateMultiple Contact NumbersRemember Return DateIT IS A CONTRACT
You and Your ContractYou and Your ContractFill out the front of the contract properlyNo Empty spacesDrivers license must be current and presentAdditional driver information must be current and completeInsurance information must be verifiedContract must be signed in front of a rental agent
Terms and ConditionsTerms and ConditionsUnderstand the back of your contractBe sure to point out the Terms and Conditions to your customerBe sure the customer acknowledges he/she understands terms and conditions
Walk AroundWalk Around
When Contract is complete Take customer out to the car Start the car and let it warm up for the customer Walk around the car and mark any dings and scratches
on the proper form Be sure to point out that there is no Glass Damage Show the customer that the car has four matching tires
etc. Put the customer in the car and show him/her the
controls Thank Them for the business
Upon ReturnUpon ReturnCopy mileage and fuel Walk around the car and inspect for any damage or missing partsAsk the customer if there were any problems with the carAccurately close the rental agreementSettle all charges and depositsThank the customer for the business
Loss Prevention Begins Loss Prevention Begins At The CounterAt The Counter
You Are The Front Line UnderwriterYour Decision To Rent Or Not To Rent Will Effect The Profitability Of Your BusinessYour Job To Be Sure The Right Driver Is In The Right CarYour Job Is To Properly Train Your Renter!
Factors In Controlling Factors In Controlling Your LossesYour Losses
A Properly Qualified RenterProper “Written” Counter ProceduresProperly Completed Rental AgreementProperly Trained Counter AgentsProper Check In And Check Out Forms That Include Signatures
Your Written Counter Procedures Must be Submitted for Approval to U.S. Choice!
Factors In Controlling Factors In Controlling Your LossesYour Losses
Proper Vehicle Inspection Prior To In-fleeting Walk Around, Before And After Each Rental
With A Signed Or Initialed Form Regular Scheduled Service Written Maintenance Procedures
Proper Maintenance Records Document All In-house Repair Orders Keep All Receipts For Outside Repair Orders Require Vendors To Provide Insurance
Certificate Keep All Receipts For Outside Repair Orders
Understand Rate StructureUnderstand UtilizationExpenses CategoriesFind Breakeven DaySet Your Rates ProfitablyWhat Do You Need To Make A ProfitShop Your Competition
Find Breakeven DaySet Your Rates ProfitablyWhat Do You Need To Make A ProfitShop Your Competition
Selling After Sale ItemsSelling After Sale Items
What Business are we in?Why Sell After the Sale Items?My Customers Are Turned Off When I Offer Other Things I Can Not Get My Employees to Understand
List of After Sale ItemsList of After Sale ItemsUpgrades Most CommonRenters Collision InsuranceSLI PAI PECDrivers Charges, Additional, Under AgeFuel, Clean Up, Pick up and Drop ChargesBoxes, Hand Trucks, Blankets AccessoriesMaps, Cell Phones, Windshield FluidAdd to the List?
Dangers Dangers
Not Presenting Properly Using Wrong Terms Understand the Product
Not Offering to EveryoneNot Offering to AnyoneDo Your Homework Invite Rep to Put on a Class
UpgradesUpgrades
Why Sell UpgradeWhen Is the Best TimeWhat Is the Best Way to Sell Remember What Business We are In
What Is Covered Coverage includes cost of repairs for collision
or comprehensive damage to a rental car, up to the limit of coverage, including loss of use, for which the car rental contract holds the renter responsible.
Coverage comes in two forms one for cars under $25,000.00 and one for cars over $25,000.00
Selling Renters Collision Insurance Here is a sample script for you to use.
In The Event Of An Accident, You Are Responsible For Any Damage To Or Loss Of Use To Our Rental Vehicle, Regardless Of Fault.For $19.99 for the First Day and $10.00 Per Day After That, You Can Purchase Primary Collision Damage Waiver Insurance, Which Will Pay For Any Damage To Or Loss Of Use Of Our Vehicle As Long As You Do Not Violate The Contract.Are You Interested In That Product?
When The Customer Declines Insurance Have your customer sign the following statement.
I understand that I have been offered Primary Collision Damage Insurance from Travel Guard, available through www.schalberg.com and have decided not to purchase. I understand that I will be responsible for any damage or loss of use to this rental car while it is on contract to me, regardless of fault.I understand that this rental location has no agreements with my insurance company, if any, or any credit card coverage that I have. _____________________ ____________________
Renter Additional Renter
Other Insurance Other Insurance ProductsProducts
SLI PAI PECState MinimumsWhat Does It Cover?What If Customer Goes Out of State?How to Offer these Products.
Drivers ChargesDrivers Charges
Additional Drivers Charges Spouse? Non Qualified?
Under Age Drivers Policy Permit?
Multiple Drivers Charges for Companies Convenience to Company
Most Aftermarket Items Are in the Rate if the Customer is Qualified ProperlyOffer the Items in a Plain and Simple MannerHave a Brochure Ready or a Counter Mat
Accident ReportingAccident Reporting
Make Sure the Contract is Closed FirstGo to a Quiet CornerLet the Customer Fill Out the FormDocument Everything Report as Necessary
Accident ReportingAccident Reporting
Have Your Renter;
Contact The Police Immediately. Fill Out The Accident Report Form