Enterprise Rent-A-Car Cycle of Service Kelly Ohnezeit September 2004
Enterprise Cycle of Service…
Enterprise Cycle of Service…
Enterprise Cycle of Service…the Goal…
Telephone First impression One call service Fact finding Presentation Ask for the reservation Thank you !!!
Pick-Up Build rapport Fact finding Empathize
Branch Arrival Welcome & Greet Shake hands Fact find Sell up
Rental Contract Get correct information Explain thoroughly Get all signatures
To Car Check for damage with customer Check miles/gas Show features/benefits Check for spare
Callbacks/Switchouts Courtesy call Make any necessary vehicle switchouts Keep up to date on charges Check vehicle repair status
Return of Vehicle Welcome & Greet Check for damage with customer Check for spare Check miles/gas Close contract
Invitation to Return Thank customer Invite back Promote specials