Fundamentals
Car Rental Knowledge Quiz
Test your understanding of essential car rental policies and procedures with our engaging quiz. Perfect for customer service representatives or anyone interested in the fundamentals of car rental bookings.
- Multiple choice and checkbox questions
- Cover various aspects of car rental policies
- Enhance your customer service skills
You are making a booking with full payment, picking up in 4 days time. In which timescale can the customer expect to receive their voucher?
24 hours
48 hours
72 hours
Within 3 hours
You're chatting to a customer who's booked a car in Berlin. They'd like to know which features of the car are guaranteed. *select two that apply
The make and model (Fiat 500)
The colour
Whether it is manual or automatic
The year the car was made
The aircon in the car
Customer Alex has called in as they are wondering why they haven't received the voucher. What would you tell them?
The car is confirmed but the customer has only paid a deposit amount. Advise them of the date in which the balance payment will be taken and voucher sent. They can pay the balance anytime before this date if they want to receive the voucher earlier.
The car is confirmed but the customer's payment has been unsuccessful for some reason. Advise the customer of this and ask them to retry to make the payment, if possible using a different card. If they want the car, they must pay for it as soon as possible or the booking will be cancelled.
Even though this is a confirmed booking, it contains a one way or young driver fee so the voucher is not sent to the customer automatically as we need to check that the customer is aware of the fee. Advise the customer of the fee which is payable locally and provide voucher timescales.
This customer would like to know how far they can drive. They have booked the car for 6 days. What would you advise the customer?
They can drive 100 kilometres each day and no more
They can drive 100 miles each day and no more
They can drive in total max 600 miles, dividing it however they want by days. It is forbidden to drive more than 600 miles.
They can drive in total max 600 miles, dividing it however they want by days. If they drive more than 600, they will have to pay extra.
Your customer is enquiring about what documents are needed to pick up a rental car. They have confirmed they are 30 years old. You tell them it depends, but that they will ALWAYS need these four things:
Driving Licence, Passport/ID, Proof of Address, Credit card
Driving Licence, Passport/ID, Credit Card, Rental Voucher
Driving Licence, Cash, Rental Voucher and Proof of Address
Passport/ID card, Rental Voucher, Proof of Address and DVLA code
This customer calls wondering if everything is okay with their booking. What would you say?
.
fund_q4
.Some changes have been made to the booking and we are just awaiting confirmation from the car hire company. Provide Ryan with appropriate voucher timescales.
Inform Ryan an amendment has been made however something has gone wrong, you must call the support team
Everything looks fine, ask Ryan to check their Spam folder
Based on the status Ryan has collected the rental and amended something at location - no action needed
Which of these questions is INCORRECT?
Does the main driver have a credit card in their name?
Do all drivers have a full and clean driving license held for more than 3 years?
What is the main driver’s country of residence?
Are all drivers aged between 25 and 70?
If a customer is considering adding a baby seat to their rental, what information would you provide?
All extras are subject to availability
You will pay a daily rate for this item in the local currency, tax incl./excl (check) at the pick-up counter
It is possible to take your own baby seat with you, it might be a good idea to look into this option
All of the above
The customer has a query about the fuel policy; 'Pre-Purchase (refunds)' that is showing on their voucher. How would you explain this?
fund_q5
You pay for the fuel
You pay for the fuel & a non-refundable fuel service charge. You’ll get a refund for any fuel you don’t use. If you refuel the car yourself then you get also a refund for the fuel service charge.
You pay for the fuel & a non-refundable fuel service charge. You’ll get a refund for any fuel you don’t use.
You pay for the fuel & a non-refundable fuel service charge. You must return the tank empty as you won’t get any refund for unused fuel.
What information can you find in 'History'? *Select three that apply
Monetary transactions for the booking
When the customer logged in and out of the app
The date/time that the confirmation email has been sent
Any instance where an agent has actioned something on the booking
On the main screen of CRBMS, what options would you select from the drop-down menus if the date/time has passed?
Product Type - Cars
Display - Archive
Display - All
By searching their email address rather than reference number
A customer wants to travel from Portugal (where they are picking up) and travel to France and Spain for a few days. You check the 'Show Me' section in the Terms. What do you advise?
fund_q7
Unfortunately this will not be possible, you cannot take the car out of Portugal
The customer can take the car to Spain and France, with additional payment of 36.90 EUR, tax included.
The customer can take the car to Spain, with additional payment of 36.90 EUR per rental, tax included. They cannot take the car to France. Would they like us to check if we have any car hire companies or cars that allow a cross border to both countries?
The customer can take the car to Spain, with additional payment of 36.90 EUR per rental, tax excluded. They cannot take the car to France. You mention that the car hire company likely doesn’t have a GPS in the car and will not know if they drive the car to France anyway.
The customer has seen on their voucher that there is a Damage Excess of € 2100 (including tax). They want to make sure this is the maximum they will pay if they have an accident. You explain...
fund_q8
Yes, this 2100 EUR excess is the maximum you will pay in the case of an accident. The rest is covered by the collision damage waiver (CDW).
If the customer damages a part of the car that’s excluded from the collision damage waiver (CDW), they will pay for the cost of the repair to that part in addition to the excess. This means they could end up paying more than 2100 EUR for the car repairs.
This means that in case of an accident you will always pay 2100 EUR - no matter how much the repair costs.
In this specific case that is true as the security deposit is the same amount as the damage excess. Maximum they will pay in case of an accident is 2100 EUR. If the security deposit is higher than the damage excess then this rule doesn’t apply.
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