1. Enterprise Rent-A-Car Cycle 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