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