56EE Area Manager Branch Observation Checklist

• Branch Evaluation Form for Group Branch

• Conducted on

  Date

• Prepared by

• Branch Manager

Employee Development

• Has the goal board been updated, including BMI and Net Other?

  Yes

  No

  N/A

• Add media

  Media

• Are all employee Road Maps updated?

  Yes

  No

  N/A

• Comments on Road Maps

• Does the branch have an employee schedule posted for full-time employees?

  Yes

  No

  N/A

• Does the branch have an employee schedule posted for part-time employees?

  Yes

  No

  N/A

• Did any full-time employees go over 48 hours in the last 4 weeks?

  Yes

  No

  N/A

• list any full-time employees over hours

• Did any part-time employees go over 25 hours in the last 4 weeks?

  Yes

  No

  N/A

• List any part-time employees that went over hours

• Does branch have employees training schedule on the branch calendar?

  Yes

  No

  N/A

Counter Manager Review

• Who is the Counter Manager?

• Were all employees at the counter at high-time (7:30am - 10:00am)?

  Yes

  No

  N/A

• Was a lunch schedule posted?

  Yes

  No

  N/A

• Was their a morning huddle this morning?

  Yes

  No

  N/A

• What was discussed at the morning huddle?

• Was their a training topic discussed in the huddle?

  Yes

  No

  N/A

• Have no-show reservations been contacted?

  Yes

  No

  N/A

• Is the switch out log being utilized?

  Yes

  No

  N/A

• Take a picture of the switch-out log?

  Media

• Is sales tracker being utilized?

  Yes

  No

  N/A

• Comments or notes following Daily review

Counter Manager Evaluation - Grade the Counter Manager on the following:

• Customer Service

  A

  B

  C

  D

  F

• Phone Handling Skills

  A

  B

  C

  D

  F

• Trunk-to-Trunk inspections

  A

  B

  C

  D

  F

• Underwriting

  A

  B

  C

  D

  F

• Revenue Plan

  A

  B

  C

  D

  F

• Ways to improve

• Number of Red Cars?

• How would you rate the Counter Managers ability to manage Red Cars on the reservation screen?

Customer Service

• Branch 3-month ESQi

• Area 3-month ESQi

• Group 3-month ESQi

• Does the branch have a well devised lot plan?

  Yes

  No

  N/A

• Take a picture of the lot plan.

  Media

• Are vehicles clean and ready to rent?

  Yes

  No

  N/A

• number of vehicles clean

• number of vehicles not clean

• What is the branch's Priority Pass percentage?

• Yes

  No

  N/A

• What is the branch's Rental Ready percentage?

• Yes

  No

  N/A

• Take a photo of yesterday's Successful/Failure log

  Media

• How have we used the feedback to provide better customer service?

• Did we complete all Same Day calls the previous day?

  Yes

  No

  N/A

Observe rental transaction #1

• Employee

• Did we offer Pre-paid fuel at the counter?

  Yes

  No

  N/A

• Did we walk the lot when we offered an upgrade?

  Yes

  No

  N/A

• Did we offer protection package while explaining the contract at the car?

  Yes

  No

  N/A

• Did we offer RAP while doing the Trunk-to-Trunk?

  Yes

  No

  N/A

• Did we offer XM radio?

  Yes

  No

  N/A

• Did we sell any of these items?

• What did we sell? Offer suggestions for selling

Observe rental transaction #2

• Employee

• Did we offer Pre-paid fuel at the counter?

  Yes

  No

  N/A

• Did we walk the lot when we offered an upgrade?

  Yes

  No

  N/A

• Did we offer protection package while explaining the contract at the car?

  Yes

  No

  N/A

• Did we offer RAP while doing the Trunk-to-Trunk?

  Yes

  No

  N/A

• Did we offer XM radio?

  Yes

  No

  N/A

• Did we sell any of these items?

• What did we sell? Offer suggestions for selling

Observe rental transaction #3

• Employee

• Did we offer Pre-paid fuel at the counter?

  Yes

  No

  N/A

• Did we walk the lot when we offered an upgrade?

  Yes

  No

  N/A

• Did we offer protection package while explaining the contract at the car?

  Yes

  No

  N/A

• Did we offer RAP while doing the Trunk-to-Trunk?

  Yes

  No

  N/A

• Did we offer XM radio?

  Yes

  No

  N/A

• Did we sell any of these items?

• What did we sell? Offer suggestions for selling

Observe customer return transaction #1

• Employee handling return

• Did we meet the customer prior to the front door?

  Yes

  No

  N/A

• Did the employee have a professional welcome and introduction?

  Yes

  No

  N/A

• Did every employee acknowledge each customer?

  Yes

  No

  N/A

• Did we ask if the customer "had a chance to replace the fuel"?

  Yes

  No

  N/A

• Did the employee ask the 3 critical questions the correct way?

  Yes

  No

  N/A

• Did the employee thank the customer for their business and give them their business card?

  Yes

  No

  N/A

• Other information and feedback on return

Observe customer return transaction #2

• Employee handling return

• Did we meet the customer prior to the front door?

  Yes

  No

  N/A

• Did the employee have a professional welcome and introduction?

  Yes

  No

  N/A

• Did every employee acknowledge each customer?

  Yes

  No

  N/A

• Did we ask if the customer "had a chance to replace the fuel"?

  Yes

  No

  N/A

• Did the employee ask the 3 critical questions the correct way?

  Yes

  No

  N/A

• Did the employee thank the customer for their business and give them their business card?

  Yes

  No

  N/A

• Other information and feedback on return

Observe customer return transaction #3

• Employee handling return

• Did we meet the customer prior to the front door?

  Yes

  No

  N/A

• Did the employee have a professional welcome and introduction?

  Yes

  No

  N/A

• Did every employee acknowledge each customer?

  Yes

  No

  N/A

• Did we ask if the customer "had a chance to replace the fuel"?

  Yes

  No

  N/A

• Did the employee ask the 3 critical questions the correct way?

  Yes

  No

  N/A

• Did the employee thank the customer for their business and give them their business card?

  Yes

  No

  N/A

• Other information and feedback on return

Maintenance

• Units requiring a LOFR

• Total number of vehicles in the fleet

• Number of vehicles that are on the delete list

• number of shop vehicles

• LOFR score

• MTD Days Earned

• Recall Score

• Who is the maintenance captain?

• Overall grade for maintenance

  A

  B

  C

  D

  F

• Other comments are suggestions for improvement

Risk Management

• Current reserves at branch

• List group average for reserves

• Uninsured losses for the past 90 days

• Accident Report Quality percentage

Callback Review #1

• Renter Name

• Is the deposit >= $150?

  Yes

  No

  N/A

• Is ticket open for less than 30 days?

  Yes

  No

  N/A

• Has there been recent contact with the renter?

  Yes

  No

  N/A

• Comments:

Callback Review #2

• Renter Name

• Is the deposit >= $150?

  Yes

  No

  N/A

• Is ticket open for less than 30 days?

  Yes

  No

  N/A

• Has there been recent contact with the renter?

  Yes

  No

  N/A

• Comments:

Callback Review #3

• Renter Name

• Is the deposit >= $150?

  Yes

  No

  N/A

• Is ticket open for less than 30 days?

  Yes

  No

  N/A

• Has there been recent contact with the renter?

  Yes

  No

  N/A

• Comments:

Callback Review #4

• Renter Name

• Is the deposit >= $150?

  Yes

  No

  N/A

• Is ticket open for less than 30 days?

  Yes

  No

  N/A

• Has there been recent contact with the renter?

  Yes

  No

  N/A

• Comments:

Callback Review #5

• Renter Name

• Is the deposit >= $150?

  Yes

  No

  N/A

• Is ticket open for less than 30 days?

  Yes

  No

  N/A

• Has there been recent contact with the renter?

  Yes

  No

  N/A

• Comments:

Contract Review #1

• RA Number

• Employee Name

• Utility Bill confirmed?

  Yes

  No

  N/A

• Does initial deposit equal $150 + rental?

  Yes

  No

  N/A

• Is the car class correct?

  Yes

  No

  N/A

• Is CQ complete?

  Yes

  No

  N/A

• Comments:

Contract Review #2

• RA Number

• Employee Name

• Utility Bill confirmed?

  Yes

  No

  N/A

• Does initial deposit equal $150 + rental?

  Yes

  No

  N/A

• Is the car class correct?

  Yes

  No

  N/A

• Is CQ complete?

  Yes

  No

  N/A

• Comments:

Contract Review #3

• RA Number

• Employee Name

• Utility Bill confirmed?

  Yes

  No

  N/A

• Does initial deposit equal $150 + rental?

  Yes

  No

  N/A

• Is the car class correct?

  Yes

  No

  N/A

• Is CQ complete?

  Yes

  No

  N/A

• Comments:

Contract Review #4

• RA Number

• Employee Name

• Utility Bill confirmed?

  Yes

  No

  N/A

• Does initial deposit equal $150 + rental?

  Yes

  No

  N/A

• Is the car class correct?

  Yes

  No

  N/A

• Is CQ complete?

  Yes

  No

  N/A

• Comments:

Contract Review #5

• RA Number

• Employee Name

• Utility Bill confirmed?

  Yes

  No

  N/A

• Does initial deposit equal $150 + rental?

  Yes

  No

  N/A

• Is the car class correct?

  Yes

  No

  N/A

• Is CQ complete?

  Yes

  No

  N/A

• Comments:

Trunk-to-Trunk Inspection #1

• Employee name:

• Unit:

• Employee had damage evaluated in hand

  Yes

  No

  N/A

• Employee started by opening the trunk and checking for a spare

  Yes

  No

  N/A

• Employee sat in drivers seat to check, gas, mileage, interior & windshield condition

  Yes

  No

  N/A

• Employee walked and inspected the entire vehicle, including tread depth & turned wheels

  Yes

  No

  N/A

• Employee made sure that the renter was included in the inspection and did not separate from the renter as he/she walked around vehicle.

  Yes

  No

  N/A

• Grade the overall Trunk-to-Trunk inspection<br><br>

  A

  B

  C

  D

  F

• Notes or Comments

Trunk-to-Trunk Inspection #2

• Employee name:

• Unit:

• Employee had damage evaluated in hand

  Yes

  No

  N/A

• Employee started by opening the trunk and checking for a spare

  Yes

  No

  N/A

• Employee sat in drivers seat to check, gas, mileage, interior & windshield condition

  Yes

  No

  N/A

• Employee walked and inspected the entire vehicle, including tread depth & turned wheels

  Yes

  No

  N/A

• Employee made sure that the renter was included in the inspection and did not separate from the renter as he/she walked around vehicle.

  Yes

  No

  N/A

• Grade the overall Trunk-to-Trunk inspection<br><br>

  A

  B

  C

  D

  F

• Notes or Comments

Trunk-to-Trunk Inspection #3

• Employee name:

• Unit:

• Employee had damage evaluated in hand

  Yes

  No

  N/A

• Employee started by opening the trunk and checking for a spare

  Yes

  No

  N/A

• Employee sat in drivers seat to check, gas, mileage, interior & windshield condition

  Yes

  No

  N/A

• Employee walked and inspected the entire vehicle, including tread depth & turned wheels

  Yes

  No

  N/A

• Employee made sure that the renter was included in the inspection and did not separate from the renter as he/she walked around vehicle.

  Yes

  No

  N/A

• Grade the overall Trunk-to-Trunk inspection<br><br>

  A

  B

  C

  D

  F

• Notes or Comments

Growth

• Days earned growth (month/YTD)

• Ticket growth for previous month

• Insurance/Body Shop ticket growth (past month/same month last year)

• Dealership ticket growth (past month/same month last year)

• Corporate ticket growth (past month/same month last year)

• Retail/Other ticket growth (past month/same month last year)

• Is marketing schedule posted and being followed?

  Yes

  No

  N/A

• Are all branch PDM's updated?

  Yes

  No

  N/A

• PDM Feedback

• Take picture of PDM

  Media

• Branch E+ sign-up percentage

• How many corporate leads were generated (month/YTD)?

Phone Handling - Listen to 3 Calls

• Employee Name

• Did employee do the 3 R's (Ring, Rate, and Reservation)?

  Yes

  No

  N/A

• Employee Name

• Did employee do the 3 R's (Ring, Rate, and Reservation)?

  Yes

  No

  N/A

• Employee Name

• Did employee do the 3 R's (Ring, Rate, and Reservation)?

  Yes

  No

  N/A

• Comment on improving phone handling

B.O.S.S. Calls

• Body Shop calls (current month/previous month)

• Dealership calls (current month/previous month)

• Insurance agent/claim center calls (current month/previous month)

• Corporate calls (current month/previous month)

• Total number of branch calls (current month/expectation)

• List any account down 5+ referrals from previous month compared to same month PY

• List PPA's that need to be renewed

UCBF

• Bad Debt (Prior Month/YTD/Target)

• Are receivables delegated?

  Yes

  No

  N/A

• Fuel Expense previous month

• Fuel collections from current month

Branch FQi

• Branch cleanliness - Interior

  A

  B

  C

  D

  F

• Interior picture

  Media

• Branch cleanliness - Exterior

  A

  B

  C

  D

  F

• Exterior picture

  Media