Rental 101

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.