Title: U.S. CHOICE AUTO RENTAL
1U.S. CHOICE 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.Schal
berg.com
2A Properly Qualified Renter
- Telephone Qualifying
- Right Driver, Right Car
- Qualification Questions Designed To Make A Good
Rental
3Telephone Qualifying
- First Contact On The Phone
- Focus On The Caller
- Speak Slowly, Clearly And Into The Mouth Piece
- Listen!!!!
4Right Driver Right Car
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!
- Listen To The Customers Request
- Qualifying Questions Determine Rental Equipment
Then Rate - Listen To What The Answers Tell You
- Does Your Customer Read And Write In English
5Qualifying Questions
- 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
DriversMost Not Authorized.
Under Age Drivers Are Almost 10 Times More Likely
To Have An Accident!
6Cash Rentals
- Most Dangerous? Most Profitable?
- Minimum, Three Proofs of Residency, All Current,
No Overdue amounts - Never More Than a Week
- Never Extend Over The Phone
- No Additional Drivers
- A Deposit is a Deposit
7 Passenger Van Rentals
Roll Over Danger In 15 Pass Vans Increase As The
Load Increases
- Right Number Of Seat Belts
- Consider 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
Month - Restrict Drivers To Those Familiar With The
Equipment
Inexperienced And Over Confident Drivers
Contribute To Many Rollover Crashes
8Cargo Truck Rentals
No Truck Rentals for Off-Road Use!
- 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
Restaurants - An Overloaded Or Improperly Used Truck Is A Loss
Looking For A Place To Happen!
Most Important Right Truck for Right Job
9Possible Catastrophic Losses (Million Dollar
Loss)
- Owners And Employees Driving Your Rental Cars And
Not On A Rental Agreement - Renting Into A State That Has Vicarious Liability
Laws - Negligent 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)
10Questions
11Your Rental Contract
- Neat Clean and Legible
- All Information Accurate
- Multiple Contact Numbers
- Remember Return Date
- IT IS A CONTRACT
12You and Your Contract
- Fill out the front of the contract properly
- No Empty spaces
- Drivers license must be current and present
- Additional driver information must be current and
complete - Insurance information must be verified
- Contract must be signed in front of a rental agent
13Terms and Conditions
- Understand the back of your contract
- Be sure to point out the Terms and Conditions to
your customer - Be sure the customer acknowledges he/she
understands terms and conditions
14Walk 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
15Upon Return
- Copy mileage and fuel
- Walk around the car and inspect for any damage or
missing parts - Ask the customer if there were any problems with
the car - Accurately close the rental agreement
- Settle all charges and deposits
- Thank the customer for the business
16Loss Prevention Begins At The Counter
- You Are The Front Line Underwriter
- Your Decision To Rent Or Not To Rent Will Effect
The Profitability Of Your Business - Your Job To Be Sure The Right Driver Is In The
Right Car - Your Job Is To Properly Train Your Renter!
17Factors In Controlling Your Losses
- A Properly Qualified Renter
- Proper Written Counter Procedures
- Properly Completed Rental Agreement
- Properly Trained Counter Agents
- Proper Check In And Check Out Forms That Include
Signatures
Your Written Counter Procedures Must be Submitted
for Approval to U.S. Choice!
18Factors In Controlling Your 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 - Require Vendors To Provide Insurance Certificate
19Proper Counter Procedures
- Follow Up For Cars On Rent
- Always Stay In Touch
- Call Day Before Due Back
- Procedures In Place For Payment
- Charging In Advance
- Helps Control Rental
- Makes Sure All Charges Understood
- Rental Agreement And Key Control
- Rental Agreements Kept In Secure Location
- Keys Out Of Site And Secure
- Start A No Rent List Of Problem Renters
Most Common Mistake Is A Rental Agreement Not
Filled Out Properly Or With Missing Or Incomplete
Information!
20Fleet Maintenance
- Regular Maintenance Saves Money
- Written Policy for your Insurance Company
- Not Set Up for Retail For Rent
21Your Rates
- Never Written in Stone (or paper)
- Combination many components
- Do the Math
- Where to Begin
22Establishing Rental Rates
- Understand Rate Structure
- Understand Utilization
- Expenses Categories
- Find Breakeven Day
- Set Your Rates Profitably
- What Do You Need To Make A Profit
- Shop Your Competition
23Establishing Rental Rates
- Rate Structure
- Charged By Class
- Daily Rate...Hourly Day/Calendar Day
- Mileage Charges
- Weekly Rate
- Monthly Rate/4 Week Rate
- Grace Periods/Late Charges
24Establishing Rental Rates
- Understanding Utilization
- 30 Available Rental Days Per vehicle Per Month
- vehicle On Rent 15 Days 50 Utilization
- Utilization Is
- Sold Rental Days / Days Available
25Establishing Rental Rates
- Unit Expense
- (Vehicle Depreciation, Interest, And
Registration) - Direct Vehicle Expense
- (Maintenance, Repairs, Gas Oil Tires)
- Other Variable Operating Expense
- (Vehicle Insurance, Shuttling Parking Fees)
- Sales Expense
- (Advertising, Yellow Pages, Marketing Items)
- Personnel Expense
- (Payroll, Payroll Taxes, Benefits)
- Occupancy Expense
- (Rent, Telephone, Building Maintenance)
- General And Administration Expense
- (Office Supplies, Equipment Expense, All Other)
26Establishing Rental Rates
- Find Breakeven Day
- Set Your Rates Profitably
- What Do You Need To Make A Profit
- Shop Your Competition
27Selling 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
28List of After Sale Items
- Upgrades Most Common
- Renters Collision Insurance
- SLI PAI PEC
- Drivers Charges, Additional, Under Age
- Fuel, Clean Up, Pick up and Drop Charges
- Boxes, Hand Trucks, Blankets Accessories
- Maps, Cell Phones, Windshield Fluid
- Add to the List?
29Dangers
- Not Presenting Properly
- Using Wrong Terms
- Understand the Product
- Not Offering to Everyone
- Not Offering to Anyone
- Do Your Homework
- Invite Rep to Put on a Class
30Upgrades
- Why Sell Upgrade
- When Is the Best Time
- What Is the Best Way to Sell
- Remember What Business We are In
31Renters Collision Insurance
- Customer Responsibility
- What Is Covered
- Customers Insurance Coverage
- Credit Card Coverage
32Renters Collision Insurance
- Customer Responsibility
- Your Customer is responsible for damages done to
the rental car - When a company is paying for the rental the
renter needs to understand he is still the
responsible party for payment or damages. - A better informed and educated renter will be an
asset.
33Renters Collision Insurance
- Customers Insurance Coverage
- Most Customers believe they are Fully Covered.
- Verify your customers coverage by calling his
insurance company to be sure he/she will pay for
damage done to the rental car. - Ask for fax verification
- Be sure your customer understands what his
insurance will and will not pay for.
34Renters Collision Insurance
- Credit Card Coverage
- Many customers believe their credit card will pay
for damage done to rental cars. - Many credit cards offer varying degrees of
coverage. - Call the number on the back of the card to verify
coverage. - Be sure your customer realizes what is covered
and that he/she is responsible for the rest.
35Renters Collision Insurance
- Travel Guard Primary Collision Damage Waiver
Insurance - Alternative solution when coverage can not be
verified - Answer for those that are not insured
- Solution for those that want to keep their
insurance company out of the equation
36Renters Collision Insurance
- 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
37Renters Collision Insurance
- 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?
38Renters Collision Insurance
- 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
39Other Insurance Products
- SLI PAI PEC
- State Minimums
- What Does It Cover?
- What If Customer Goes Out of State?
- How to Offer these Products.
40Drivers Charges
- Additional Drivers Charges
- Spouse?
- Non Qualified?
- Under Age Drivers
- Policy Permit?
- Multiple Drivers Charges for Companies
- Convenience to Company
41Additional Items
- Fuel
- Prepaid
- Surcharges
- Clean Up
- Be Reasonable
- Let Customer Know
- Pick up and Drop Charges
- Pre-arranged
- After The Fact
42Accessories
- Boxes, Hand Trucks, Blankets, Moving Accessories
- Maps, Cell Phones, Windshield Fluid
- Hand Controls
43Selling the Right Way
- Most Aftermarket Items Are in the Rate if the
Customer is Qualified Properly - Offer the Items in a Plain and Simple Manner
- Have a Brochure Ready or a Counter Mat
44Accident Reporting
- Make Sure the Contract is Closed First
- Go to a Quiet Corner
- Let the Customer Fill Out the Form
- Document Everything
- Report as Necessary
45Accident Reporting
- Have Your Renter
- Contact The Police Immediately.
- Fill Out The Accident Report Form
- Fill Out The Claim Form
- Fax All The Documents To
- Corporate Claims Service
- Fax 215-355-5702
46Questions