1. Enterprise Rent-A-CarCycle of Service Kelly Ohnezeit September 2004

3. Enterprise Cycle of Service…

4. Enterprise Cycle of Service…

5. Enterprise Cycle of Service…the Goal…

6. Telephone • First impression • One call service • Fact finding • Presentation • Ask for the reservation • Thank you !!!

7. Pick-Up • Build rapport • Fact finding • Empathize

8. Branch Arrival • Welcome & Greet • Shake hands • Fact find • Sell up

9. Rental Contract • Get correct information • Explain thoroughly • Get all signatures

10. To Car • Check for damage with customer • Check miles/gas • Show features/benefits • Check for spare

11. Callbacks/Switchouts • Courtesy call • Make any necessary vehicle switchouts • Keep up to date on charges • Check vehicle repair status

12. Return of Vehicle • Welcome & Greet • Check for damage with customer • Check for spare • Check miles/gas • Close contract

13. Invitation to Return • Thank customer • Invite back • Promote specials