Rental 101

By -
In my car rental days, I developed a simple training program for new trainees. Car rental was, in those days, an industry that recruited heavily from people straight out of college and looked first for personality traits, instead of specific experience. Just thought I'd put that on here - in case any car rental people find this blog (about 30-40 per month wind up here from Google searches), or in case I have a hard time remembering later!

Overall
Greet customer and determine if they have a reservation.
Select car.
Establish qualifications.
Vehicle inspection / Sell optional products.
Return of vehicle.


GREETING
The customer's first moments in your rental location should be pleasant. Make sure the branch is clean. 
Be friendly and welcoming when the customer walks in. 
Allow the customer to "get his bearings" in a new environment. 
Most customers will state their business. Have a positive response ready. 

Ask if they have a reservation... not because they need one, but because a reservation can help identify specifics of a rental if they have already called and spoken with a representative of the company.


RESERVATION
Honor the reservation. 
If the car type reserved is not available, offer the next upgrade available at no extra charge.

If no reservation, but we have cars, then move on to selecting the vehicle!


SELECT VEHICLE
Keep an open mind, the customer may need a smaller car, larger car, or a different car than was reserved:

Sometimes, customers who call the 800-number or reserve online see a price first, and neglect their needs. I have seen a family of 5 who reserved a compact car for a 1400-mile road trip... just because they saw dollar signs saved. That family wound up in a more expensive car when they realized that the five of them would not fit in a Ford Escort. They gladly paid $6 more per day to get the Ford Crown Victoria.

Take the customer out to look at available vehicles - both in the class reserved (if they had a reservation) as well as other classes of cars that might apply.

Comments

Post a Comment

Your comment will be displayed after approval.
Approval depends on what you say and how you say it.

Popular posts from this blog

Do not Get your Ham License.

By -
Image
This author has many preppers for friends, due to obvious reasons . One of the topics that comes up often is comms in an emergency situation. I have decided the hill I will stop on is local comms - as can be had via normal handheld walkies or similar. To get more range, ham radio is about the only civilian option, and I will NOT be going that way.  It is a protest. And this is why .  From the tweets : "I hate to be discouraging, but I must remind everyone that even in a time of emergency, unlicensed operation is against FCC regulations. I know that personally I've received a few tattle-telling messages from hams over the past few days who have reported to me people sharing life-saving information over the radio without a license.  This is a constant reminder that for the overwhelming majority of the ham radio hobby, there is NO emergency so severe that unlicensed operation will be accepted. Sure, net control for formal nets can operate under emergency rules, but for most ...
Read more

The Breed of Peace

By -
Image
Reposted from Social Media: By Robyn Eshelby-Theart. ====== I'm a qualified dog behaviourist. Not only that, but I spend my entire life working with dogs. It's literally my 24/7/365 as, beyond being a behaviourist, I have a doggy daycare and boarding facility. My job is dogs. Tonight I will share something with you. And for the sake of all innocent animals, I hope that you read it. PIT BULLS ARE NOT PACK DOGS. PIT BULLS ARE NOT MULTI-PET-HOME DOGS.   Now before everyone launches into the "I know a nice pit bull who nurses kittens and walks around with a duckling on his shoulder" stories... Everyone knows a nice pit bull. If everyone here was to post their nice Pitbull story, within a minute or two people who truly understand the breed would refer 100+ pit bulls currently sitting in rescue within 50km of Fourways, with profiles on social media, whose only crime was being true to their breed design. Hundreds of Pit bulls around the country, possibly thousands in fact, ...
Read more