2020 Product Knowledge
What is the best screen to use when preparing for upsells?
502/F4
203/F7
101/F1
515/F5
What are the new interior featurs in the new Highlanders?
4 USB ports/2 12v ports, 3 zone climte control, power driver seats, drive modes
Captians chairs in second row, 4 zone climate control, nav system, advanced collision prevention
Heated seats, nav system, blind spot monitoring system, headsup display
Heated and cooled seats, spouse mute button, didnt take CDW eject seat, remote wifi access
What car combo is the best for reveue? Res's: 1 day B for $29.99 at 8 am, 3 day E for $34.99 at 8am, 2 day S for $55.99 at 3pm, 7 day C for $32.99 at 11am (equivalent of weekly divided by 7). Cars on lot: Rav4, Impreza, Camry, Outback
Sub the 4 cars on lot: sub Impreza for B, sub Camry for C, sub Rav4 for E, sub Subaru for S
Upsell the B to camry for $5/day, use the impreza for the 7 day C, upsll the E to the outback for $10/day, post highlander for later that day, have a Rav4 left over for walk ups or pop up reservations
Upsell the B to Impreza for $5, E res gets the Camry, C gets upsold to Rav4 for $15/day, sub the Subaru for the S res. Post for more cars to cover walk ups
Post for an S, Upsell the E to the outback for $7/day, Sub the camry for the C, Sub impreza for the B, and have the left over Rav4 on the lot.
What ancillary product should be focused on for each reservation? Res 1: Corp with CDW and Liability included Res 2: Standard Public rate for repeat business renter Res 3: Standard Public Rate Res4: Corp with CDW only
Res1: RSN & XM Res 2: Nothing Res 3: CPP Res 4: Upsell
Res1: Nothing Res 2: Upsell Res 3: CDW Res 4: RSN
Res1: PAE & RSN Res 2: CPP Res 3: ALI & RSN Res 4: ALI
Res1: Upsell & Prepaid Res 2: Upsell Res 3: All products Res 4: Upsell, ALI & RSN
What are our public rate codes?
XG, AP, DA, 20
DA, 2G, 20, DA
LM, FG, 3M, LR
2T, 8A, PD, DC
What features do our Imprezas have?
Touch screen infotainment, heated seats, cooled steering wheel
Usb ports, paddle shifters, sunroof
Eyesight safety system, AWD, heated front seats, 6.5 inch infotainment system
FWD, lane departure warning, heated steering wheel
You have 2 cars on your lot, 7 reservations and no returns. What could have been done to prevent this?
Post for cars two days in advance
Call to confirm and have a plan in place two days ahead of time
Call to Inform the customer they will not get a car
Call to let the customer know a car is coming but they will have to wait a few hours
If you have 12 units on your lot and 5 reservations, how many should be clean?
The 5 reserved cars plus a couple for upsells or walk ups
The early reservations plus the rest on the lot to accomodate upsells and walk ups and fleet moves
Just the 5 because its slow
Morning reservations right away leaving the other two so you have something to do later
You just heard someone breeze by an opportunity to sell protection, how do you slow down the rental to make sure its earned?
Become part of the conversation and redirect to the missed step... "many people in your position have taken our protection products and found value in their benefits"
Remind the acting agent to go back and revisit step 4
Jump right in and let the customer you coworker forgot to go over something
Let the error go uncorrected/undetected and meet with the customer outside in a last ditch effort to get anything
A customer has both credit card and personal insurance, when is the credit card CDW usable?
Right away
Basically never
After the personal policy is exhausted
When the terms of the credit card CDW are met
There are 5 major benefits to CDW/LDW, what are they?
It covers the deductible, it covers up to $3000 in damages, works with credit cards, roadside is included, covers the other party
I covers 100% of the rental, Its primary to other protections, it pays the deductible, it pays for admin fees, automatically adjustst to match rental length
Damaged personal items are reimbusred, windshields are included, works seamlessly with personal liability products, gas is included, covers $100,000 in death benefits
It gaurantees peace of mind, it sets up for a good rental, it helps with fleet, it waives the customers responsibility for the rental, customers love it
Why is the complete protection package twice as much as the daily rate?
It has to be to cover costs
To make the most margin
Repair costs are consistant where demand fluctuates
The price of the cars doesnt change but rates move to match changing demand
What are the major beneifts of ALI/SLI?
Primary to personal insurance, covers roadside, pays admin fees, works seamlessly with their policy
1 million in third party protection, no deductible, primary to personal insurance
1 million n third party protection, $100,000 in death and dismemberment, damage waiver is part of it
Pays for our customer, gives medical protection, offers peace of mind
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