Rental 103

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.


We've talked about the first three. Now on to the final three parts - vehicle inspection, sell optional products, and the return of the vehicle. Note: in some companies, optional products are sold at the counter, then the vehicle is inspected; other companies inspect the car first, then offer optional products.


VEHICLE INSPECTION
A good rule here is "trunk-to-trunk." The rental agent starts by opening the trunk to verify cleanliness and assist renter in putting luggage away if necessary. Then the agent walks around the car in one direction, noting any prior damage that might be present, so that the renter is not improperly blamed for causing the damage.  Also, the agent is looking for any noticeable malfunctions with tires, wipers, headlights, taillights, or other parts of the vehicle.


SELL OPTIONAL PRODUCTS
The offering of optional products is mandatory in most areas. Most state laws mandate the offering of insurance or waiver products such that the renter is absolved of financial responsibility in the event of a loss while the vehicle is in the possession of the renter. There are three main types of products:

Loss Damage Waiver
This is not insurance. Loss Damage Waiver is a fee that, if accepted by the renter, obligates the rental company to waive their right to collect for all or some damages in the event of a loss (damage to the rented vehicle)

PAI / PEC
Personal Accident Insurance / Personal Effects Coverage. This is insurance. PAI will pay for medical bills the renter might incur if there is a loss involving the rented vehicle which results in medical bills. PEC would cover damage to personal effects (personal property transported in the rented vehicle) occurring during a loss.

LIS / SLP
Some rental companies sell LIS - Liability Insurance Supplement, some sell SLP - Supplemental Liability Protection. These are both insurance products. These products offer liability insurance - coverage for a third party - in the event of a collision.


RETURN OF VEHICLE
Rental agent should secure the keys. Perform a trunk-to-trunk inspection. Note any damages, and compare to previously noted damages, if applicable. Check and note fuel level, as well as mileage. Ask renter if everything worked as expected with the car. Tally the fees, and present the renter with the bill, asking if they would prefer to keep charges on the card (if applicable).



Simple stuff, huh?
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