MQI ULTIMATE STUDY GUIDE WITH COMPLETE
SOLUTIONS
/. What is the best way to reduce your breakeven - Answer-✅Grow fleet and increase
days earned
/.A branch has a vehicle stolen from the lot. Which column of the Revenue and Expense
Per Unit Analysis would be affected by the theft? - Answer-✅Uninsured Loss
/.What is our group goal for bad debt - Answer-✅$5/Car
/.What is the fiscal year for Enterprise Holdings? - Answer-✅August 1st through July
31st
/.True or False? An unrecovered conversion would hit the branch's bottom line all in one
month - Answer-✅True
/.True or False? We rent to people with physical disabilities - Answer-✅True
/.How often to we Renter Verify a retail customer using a debit card? - Answer-✅Each
time the customer rents
/.After a vehicle that was reported stolen has been recovered, what is the minimum
amount of time that you cannot re-rent it? - Answer-✅48 hours and not without Risk
Management approval
/.Explain how a rental becomes a conversion - Answer-✅occurs when a branch has lost
control of a rental (no return calls/no contact, does not come in for rewrite, behind on
charges and will not return.)
/.What is the group goal for Insurance Rate? - Answer-✅$38
/.What are the 4 steps of the outside sales process during a sales call? - Answer-
✅Introduction, Fact-finding, Presentation, Closing
/.Which is the best practice for collecting fuel? - Answer-✅-Make sure the customer is
aware on the front end
-asking the customer if they had a chance to match the fuel
-sell pre-paid fuel
-utilizing the fuel log
,/.What other ancillary products do we offer besides CDW, PEC, SLP, and RAP -
Answer-✅Satelite Radio, GPS, tollpass and child toddler seats (Airport only)
/.What is our obligation with PII - Answer-✅Secure it, Lock it, Shred it
/.What is PII - Answer-✅Personal Identifiable Information
/.What is GP21's expectations per employee for the number of Car Sale Leads sent in
each month - Answer-✅20
/.True or False? Virginia policies do not have daily limits on their rental reimbursement
coverage. Only a total policy limit - Answer-✅true
/.Tru or False? You help secure business from a newly signed local account in the first
30-day at-risk period by doing the following:Call or stop by the company and introduce
yourself, see if they have any questions, and see if they have an upcoming reservation
needs. - Answer-✅True
/.What does ARMS stand for - Answer-✅Automated Rental Management System
/.What is the 48 hour Rule? - Answer-✅Most insurance companies will not pay for a
rental vehicle for a stolen car until it has been missing for 48 hours, we will put customer
into rental and waive the charges for the first 48 hours after the customer has an ARMS
reservation set up
/.True or False? ARMS Automotive Exchange works with the shops estimate software
to extract labor hours and costs automatically to the insurance company through ARMS
- Answer-✅True
/.Which of the following are things that a branch manager can do to grow their corporate
business - Answer-✅Call Inactive Accounts
/.What is GP21's time expectation to contact an ARMS reservation - Answer-✅20
minutes
/.When should the interior Enterprise sign be turned off - Answer-✅it should always
remain lit
/.What are the three ARMS applications we offer for our replacement business -
Answer-✅ARMS Web
ARMS Automotive Suite of Products
ARMS Dealership
, /.What is the goal for Net Other - Answer-✅$100
/.What is the average amount we target for a Business Rental customized account to
spend with us each month? - Answer-✅$10,000
/.True or False? Emerald Club memberships can be accepted at both brands. All renter
info pre-populates along with credit card info if stored. - Answer-✅True
/.What should you do if a check engine light is illuminated? - Answer-✅Take the unit to
the service center or dealer
/.At what measurement should tires be replaced - Answer-✅At or below 4/32nds of an
inch
/.What is or LOFR score goal - Answer-✅20 or less
/.How soon do we ground a recall - Answer-✅Under 48 hours
/.How can a loss from negligent maintenance affect the bottom line - Answer-✅Losses
come directly from the bottom line as an uninsured loss, comprehensive loss, and a
liability reserve loss
/.What are the steps to the Sales Plan - Answer-✅1. Rental Ready
2. Proactive Warm Greeting & Build Relationships w/ the 5 W's
3. Walk the lot and Offer Up Sell
4. Review Vehicle Features& Fuel
5. Offer Protection Products
6. Confirm Pricing & Customer Service
/.What are the 3 P's - Answer-✅Prompt, Prepared, Professional
/.How to report Unethical behavior - Answer-✅Ethics Point
Compliance & Ethics Committee
Level 3 Area Manager
/.What is the most important Value that defines us and Drives us - Answer-✅Our
Brands are the most valuable things we own
/.What can be used as a tool to identify customer service opportunities and which
customers fall into each category - Answer-✅SQI-scale point analysis
/.What are the GP21 Non-negotiables for Customer Service - Answer-✅100% s/f log; 3
critical questions
Morning Huddle/Counter Manager Plan
SOLUTIONS
/. What is the best way to reduce your breakeven - Answer-✅Grow fleet and increase
days earned
/.A branch has a vehicle stolen from the lot. Which column of the Revenue and Expense
Per Unit Analysis would be affected by the theft? - Answer-✅Uninsured Loss
/.What is our group goal for bad debt - Answer-✅$5/Car
/.What is the fiscal year for Enterprise Holdings? - Answer-✅August 1st through July
31st
/.True or False? An unrecovered conversion would hit the branch's bottom line all in one
month - Answer-✅True
/.True or False? We rent to people with physical disabilities - Answer-✅True
/.How often to we Renter Verify a retail customer using a debit card? - Answer-✅Each
time the customer rents
/.After a vehicle that was reported stolen has been recovered, what is the minimum
amount of time that you cannot re-rent it? - Answer-✅48 hours and not without Risk
Management approval
/.Explain how a rental becomes a conversion - Answer-✅occurs when a branch has lost
control of a rental (no return calls/no contact, does not come in for rewrite, behind on
charges and will not return.)
/.What is the group goal for Insurance Rate? - Answer-✅$38
/.What are the 4 steps of the outside sales process during a sales call? - Answer-
✅Introduction, Fact-finding, Presentation, Closing
/.Which is the best practice for collecting fuel? - Answer-✅-Make sure the customer is
aware on the front end
-asking the customer if they had a chance to match the fuel
-sell pre-paid fuel
-utilizing the fuel log
,/.What other ancillary products do we offer besides CDW, PEC, SLP, and RAP -
Answer-✅Satelite Radio, GPS, tollpass and child toddler seats (Airport only)
/.What is our obligation with PII - Answer-✅Secure it, Lock it, Shred it
/.What is PII - Answer-✅Personal Identifiable Information
/.What is GP21's expectations per employee for the number of Car Sale Leads sent in
each month - Answer-✅20
/.True or False? Virginia policies do not have daily limits on their rental reimbursement
coverage. Only a total policy limit - Answer-✅true
/.Tru or False? You help secure business from a newly signed local account in the first
30-day at-risk period by doing the following:Call or stop by the company and introduce
yourself, see if they have any questions, and see if they have an upcoming reservation
needs. - Answer-✅True
/.What does ARMS stand for - Answer-✅Automated Rental Management System
/.What is the 48 hour Rule? - Answer-✅Most insurance companies will not pay for a
rental vehicle for a stolen car until it has been missing for 48 hours, we will put customer
into rental and waive the charges for the first 48 hours after the customer has an ARMS
reservation set up
/.True or False? ARMS Automotive Exchange works with the shops estimate software
to extract labor hours and costs automatically to the insurance company through ARMS
- Answer-✅True
/.Which of the following are things that a branch manager can do to grow their corporate
business - Answer-✅Call Inactive Accounts
/.What is GP21's time expectation to contact an ARMS reservation - Answer-✅20
minutes
/.When should the interior Enterprise sign be turned off - Answer-✅it should always
remain lit
/.What are the three ARMS applications we offer for our replacement business -
Answer-✅ARMS Web
ARMS Automotive Suite of Products
ARMS Dealership
, /.What is the goal for Net Other - Answer-✅$100
/.What is the average amount we target for a Business Rental customized account to
spend with us each month? - Answer-✅$10,000
/.True or False? Emerald Club memberships can be accepted at both brands. All renter
info pre-populates along with credit card info if stored. - Answer-✅True
/.What should you do if a check engine light is illuminated? - Answer-✅Take the unit to
the service center or dealer
/.At what measurement should tires be replaced - Answer-✅At or below 4/32nds of an
inch
/.What is or LOFR score goal - Answer-✅20 or less
/.How soon do we ground a recall - Answer-✅Under 48 hours
/.How can a loss from negligent maintenance affect the bottom line - Answer-✅Losses
come directly from the bottom line as an uninsured loss, comprehensive loss, and a
liability reserve loss
/.What are the steps to the Sales Plan - Answer-✅1. Rental Ready
2. Proactive Warm Greeting & Build Relationships w/ the 5 W's
3. Walk the lot and Offer Up Sell
4. Review Vehicle Features& Fuel
5. Offer Protection Products
6. Confirm Pricing & Customer Service
/.What are the 3 P's - Answer-✅Prompt, Prepared, Professional
/.How to report Unethical behavior - Answer-✅Ethics Point
Compliance & Ethics Committee
Level 3 Area Manager
/.What is the most important Value that defines us and Drives us - Answer-✅Our
Brands are the most valuable things we own
/.What can be used as a tool to identify customer service opportunities and which
customers fall into each category - Answer-✅SQI-scale point analysis
/.What are the GP21 Non-negotiables for Customer Service - Answer-✅100% s/f log; 3
critical questions
Morning Huddle/Counter Manager Plan
