international operators seminar...training st t the cl s before the cl s d end the cl s ˙ter the cl...

Bem-vindo! Bienvenidos!

Bonjour!

Croeso! Foon ying!

Hujambo!

Velkomen! Welkom!

Welcome!

International OperatorsSeminar

Introductions

Hiring & Training

Rates

Payment Cards

Technology Tools

GDS Affiliation

Q & A

Networking Reception

Hiring & Training

Jim Davis & Tom Sabol

We don’t hire to fire

We train and retain

Hiring and Training

Before we can train our employees, we need to hire the right people.

Always review your legal responsibilities prior to proceeding with the hiring process

Here are some “Best Practices” for hiring.

Hiring

� Applicants

� The Job

� The Interview

� Review and Select

Best Practices

How do you gather applicants?

� Referrals

� Media

� Internet

� Schools

� Temp services

Applicants

� Step 1: Analyze the job

� Step 2: What are the job functions

� Step 3: Describe the job

� Step 4: The job is not limited to the description

� Step 5: Finalize the job description

The Job

� Plan ahead

� Set the applicant at ease

� Ask all the same questions

� Avoid “Yes” or “No” questions

� Take notes throughout

� Observe body language

The Interview

� Review legal responsibilities

� Use Evaluation Form

� Transfer rankings from interview

� Compare applicants

� Make selection

� Offer the Job

Review & Select

Me? Train?

But I’m not a trainer…………

Training

Always offer “Core” training� New Hire

� Product Knowledge

� Sales

� Customer Service

Training

Needs Analysis� Make sure training is the solution.

� What is the desired outcome? What does success look like?

� How will you measure results?

� What tools and reports do you need to determine need and measure results?

Training

Six Keys to Successful Training:1. Knowledge “bites”

2. Stick to One Idea

3. Make training part of continuous improvement

4. The 90-20-8 rule

5. Plant training seeds

6. Start the class before the class and end the class after the class

Training

Knowledge “bites”

� Short “knowledge bites” are easier to digest than long form seminars.

� Conduct frequent, short training sessions rather than longer sessions.

Training

Stick to One Idea

� No more than three takeaways.

� Most of us can’t implement the 123 new strategies that we picked up in the last training session.

� Too may tasks or goals mean employees won’t focus on any of them.

Training

Make training part of continuous improvement

� Treat training like a workout regimen

� Training must reflect your culture

� Check for potential conflict between work groups

Training

The 90-20-8 rule

� Adults pay attention for 90-minutes.

� Adults only learn for 20-minutes out of the 90.

� Involve them every 8-minutes in discussion, activities and planning to keep the learning relevant and to keep them engaged.

Training

Plant training seeds

� “I learn more in the break room than I do in training”

� Plant seeds for conversation after the training class

� Create discussion opportunities to foster idea exchange

Training

Training

Start the class before the class and end the class after the class

� Use technology to communicate and discuss training topics before class starts (Twitter, instant messaging).

� Challenge the audience as they arrive to undertake activities or dialog with other members. Get the audience buzzing before you start.

Training

� Mix and mingle with the classroom audience as they arrive. Let them get to know the trainer/facilitator as early as possible. Identify any issues/questions they may have.

� Follow up with technology, contests and incentives to communicate and discuss what was covered.

Contact InformationTom Sabol

[email protected]

813.300.7621

Jim Davis

[email protected]

630.258.1167

Rate Management & Pricing for Profit

Michael DeLorenzoVice President and General Manager

March 2011


A Very Common Pricing Strategy:

“I’ll just set my prices

$1 less than my competitor.”


Leads to A Very Common Pricing Result:

“I’m just not making any money”

Understand your Cost Structure

Components of Vehicle Fixed Cost

Per Vehicle Per Month

1- Depreciation Amount - $360.

2- Interest $ 85.

3- Insurance $ 75.

4- Franchise / Other Cost $ 40.

Monthly Cost

Per Vehicle $560

Choose a Gross Profit Objective

Monthly Cost Per Vehicle $560.

Objective 100% Mark Up $560

$1120.Average Revenue Per Vehicle Per Month Required to Achieve Objective

Historical Utilization

Full Size Car Utilization for March 2010 was 78%.

multiply 31 Days by 78% = 24.18

You will average 24.18 days on rent if you achieve your desired utilization.

Calculate the Average Rate Required

Objective:

Average Monthly Revenue

Per Vehicle ------------------$1120.

Less 15% Optional Item Sales $168.

Net Required Revenue $952.

Divided By -------------------- 24.18

Average Rate Required ----- $39.37to Achieve Objective per day

Average Rate Required

Average Rate Required$39.37to Achieve Objective per day

3 Day Weekend minimum

$39.37 * 3 days * 78% utilization = $93.10

7 Day Weekly minimum

$39.37 * 7 days * 78% utilization = $214.96

Questions ?

Comments ?

Contact InformationMichael DeLorenzoVice PresidentMike @ rentawreck.com(240) 417-1399

Payment Card Industry Data Security Standards,

Chip & PIN / EMV

Roy Blicker, COO

March 2011

Payment Card Industry Data Security Standard

(PCI DSS)

� PCI DSS is a set of comprehensive

requirements* designed for enhancing payment

account data security and protecting customer

account data

� PCI DSS was developed by the founding

payment brands of the PCI Security Standards

Council for the major credit cards.

PCI DSS Overview

ALL MERCHANTS MUST BE PCI DSS COMPLIANT

* Multifaceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures

PCI DSS Requirements

Build & maintain a secure

network

1. Install and maintain a firewall configuration to protect cardholder data.

2. Do not use vendor-supplied defaults for system passwords and other

security parameters.

Protect cardholder data3. Protect stored cardholder data.

4. Encrypt transmission of cardholder data across open, public networks.

Maintain a vulnerability

management program

5. Use and regularly update anti-virus software or programs.

6. Develop and maintain secure systems and applications.

Implement strong access control

measures

7. Restrict access to cardholder data by business need-to-know.

8. Assign a unique ID to each person with computer access.

9. Restrict physical access to cardholder data.

Regularly monitor and test

networks

10. Track and monitor all access to network resources and cardholder data.

11. Regularly test security systems and processes.

Maintain an information

security policy

12. Maintain a policy that addresses information security for employees and

contractors.

PCI DSS Requirements

� The payment industry adopted two data security standards

1. PCI DSS - designed for payment processors, merchants and SaaS ISVs

2. PA-DSS - intended for distributed software applications that process, store, or transmit credit card data

� Independent Software Vendors (ISVs) must

ensure that their integrated payment processing

solutions are compliant with the rigorous

standards of PCI DSS/PA-DSS

PCI DSS and PA-DSS

� ISVs have two major options regarding PCI

Compliance:

1. Obtain PCI DSS/PA-DSS compliance validation through a Qualified Security Assessor (QSA), or;

2. Shift the responsibility of storing, transmitting and processing cardholder data to a PCI DSS compliant payment processor

� ISVs that select option 2 (above) remove the

need for PCI DSS/PA-DSS compliance and

greatly simplify PCI DSS compliance for their customers (merchants).

PCI DSS and PA-DSS

�

The Relationship Between PCI DSS & PA-DSS

PCI DSS requires merchants to list the software application they are running as well as the version number. If an application is not compliant, the merchant is automatically disqualified from meeting PCI DSS requirements. It is critical that Software Providers are PCI DSS/PA-DSS compliant or are out of scope in order for their customers to comply.

PCI DSS

PCI DSS Segment Merchants and Associated Requirements to the Following Four Categories:

Level Merchant Criteria Validation Requirements

1

Merchants processing over 6 million Visa

transactions annually (all channels) or Global

merchants identified as Level 1 by any Visa region.

• Annual Report on Compliance (ROC) by Qualified Security Assessor (QSA)

• Quarterly network scan by Approved Scan Vendor (ASV)

• Attestation of Compliance Form

2Merchants processing 1 million to 6 million Visa

transactions annually (all channels)

• Annual Self-Assessment Questionnaire (SAQ)



3Merchants processing 20,000 to 1 million Visa e-

commerce transactions annually




4

Merchants processing less than 20,000 Visa

e-commerce transactions annually and all

other merchants processing up to 1 million

Visa transactions annually



• Compliance validation requirements set by acquirer.

Consequences of Non-Compliance

� Damage to merchant’s brand/reputation

� Investigation and remediation costs

� Ongoing compliance audits

� Victim notification costs

� Charge-backs for fraudulent

transactions

� Denial of service to customers

� Possibility of business closure

Why is implementation of the PCI requirements

so important?

A. Protect Customer Card Data

B. Contractual Obligation

C. State Law

D. Business Best Practices – Protect Your Business

E. All of the above

PCI Overview – Question

� According to Visa, the U.S. achieved a

much higher PCI compliance stats as of

December 31, 2010

� For Level 1 chains in the U.S., for example:

Visa Reports that 96% are compliant

� Level 1 chains outside the U.S., according to Visa, is 76 percent.

PCI DSS High-Level Compliance Status– U.S. and Outside of the U.S.

Level 1 Merchants Are Defined As: Merchants processing over 6 million Visa transactions annually (all

channels) or Global merchants identified as Level 1 by any Visa region

Chip & PIN EMV

� EMV – Europay (now part of MasterCard) /

MasterCard / Visa

� EMV Cards – Credit and debit cards with

embedded microprocessors, memory, and

operating system capable of handling one or

more applications conforming to the EMV

standards (payments, gift, loyalty, etc.)

Overview & Definitions

Chip & PINSmart Cards

EMV Cards

� Data stored on EMV cards are encrypted and

the microprocessors are tamper resistant

� EMV cards can communicate with another

device equipped with EMV certified

microprocessors such as point-of-sale

terminals and ATMs

Overview & Definitions

Chip & PINSmart Cards

EMV Cards

� Information such as card number, expiration date, etc. is encoded on the magnetic stripe on the back of the card in clear text

�When swiping a magnetic stripe card through a machine equipped with a Magnetic Stripe Reader (MSR) such as a POS, the information encoded on the magnetic stripe can be read

� EMV (chip-and-PIN) Cards: The information is encoded and encrypted on the card Integrated Circuit

� Hybrid Cards – credit and debit cards with both a magnetic stripe and an EMV chip

Magnetic Stripe Cards Vs. EMV Cards

Benefits of EMV

*Source: Digital Transactions Magazine, October 2010

*Source: Digital Transactions Magazine, October 2010

Contact, dual-contact, or contactless:

The card and the terminal authenticate each

other through a PIN entered by the

cardholder; the result of this off-line, PIN-

based authentication process is included in

the transaction details

POS Operations

� Visa (Feb. 2011) rolled out a new security

program to push global use of EMV technology

(“chip and dynamic data authentication”)

� The program will allow retailers with at least 75%

of EMV transactions to avoid the annual PCI DSS

revalidation assessment

� This program is not being offered for U.S. retailers

because EMV usage is low

What’s the Latest Regarding Chip & PIN and How it May Impact Merchants?

This global program is called the

Technology Innovation Program

(TIP) and has the following

requirements:

• Terminals must be enabled for contact/dual contact and contactless interface chip acceptance

• All merchants outside of the United States are eligible and may begin qualifying for the new program from March 31, 2011

Visa’s New TIP Program

Ellen Richey, Chief Enterprise Risk Officer

at Visa Inc:• “Visa has repeatedly underscored the need for

authentication solutions to move to dynamic data technologies such as EMV chip.”

• “Although Visa’s global fraud rate remains at an all-time low of less than six pennies out of every $100 transacted, we believe the future of security lies in dynamic data.”

• “Our experience suggests that as markets move to chip they become less vulnerable to counterfeit fraud and, ultimately, to mass data compromise attacks.”


Retailers under the program would still be

required to validate PCI compliance before

entering the program and must still comply

with all PCI rules. And, the merchant cannot

have been involved in a breach of

cardholder data.


Signature Pads &

Handheld Devices

Angela Margolit, President

Technology Tools

� Legalization

� Storage Costs

� Ease of Access

� USB Port

� Paperless -> Go Green!

Signature Pads

Signature Pads

Handhelds

� Rapid Return

� Durability

� Integrated Camera

� Barcode Scanner

Handhelds

Evolution of Connectivity:

� Radio Frequency

� Spread Spectrum

� Wireless (300 feet)

� Cellular

Handhelds

How to Be Seen on the Global Distribution

Systems

Joe Knight

VP of Business Development

� Hiring & Training

� Rates

� Payment Cards

� Technology Tools

� GDS Affiliation

Questions?Questions?

international operators seminar...training st t the cl s before the cl s d end the cl s ˙ter the cl...

Documents