enterprise rent-a-car cycle of service cycle of service kelly ohnezeit september 2004
TRANSCRIPT
Enterprise Rent-A-CarCycle of Service
Kelly Ohnezeit
September 2004
Enterprise Cycle of Service…
Enterprise Cycle of Service…
Enterprise Cycle of Service…the Goal…
Telephone
• First impression• One call service• Fact finding• Presentation• Ask for the reservation• Thank you !!!
Pick-Up
• Build rapport• Fact finding• Empathize
Branch Arrival
• Welcome & Greet• Shake hands• Fact find• Sell up
Rental Contract
• Get correct information
• Explain thoroughly• Get all signatures
To Car
• Check for damage with customer
• Check miles/gas• Show features/benefits• Check for spare
Callbacks/Switchouts
• Courtesy call• Make any necessary
vehicle switchouts• Keep up to date on
charges• Check vehicle repair
status
Return of Vehicle
• Welcome & Greet• Check for damage
with customer• Check for spare• Check miles/gas• Close contract
Invitation to Return
• Thank customer• Invite back• Promote specials