GP06AA ARM Observation Checklist v2

• Branch Evaluation Form for Group Branch

• Conducted on

  Date

• Prepared by

• Branch Manager

Employee Development

• Has the goal board been updated?

  Yes

  No

  N/A

• 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 the branch complete last weeks one-on-one meetings with their staff?

  Yes

  No

  N/A

Tablet QB Manager Review

• Who is the Tablet QB Manager?

• Was their a morning huddle this morning?

  Yes

  No

  N/A

• What was discussed at the morning huddle?

• Is the switch out log being utilized?

  Yes

  No

  N/A

• Take a picture of the switch-out log?

  Media

Tablet 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

• Are vehicles clean and ready to rent?

  Yes

  No

  N/A

• number of vehicles clean

• number of vehicles not clean

• What is the branches Priority Pass percentage?

• 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?

  Yes

  No

  N/A

• Is each employee doing same day calls on the customers that they dealt with?

  Yes

  No

  N/A

Observe rental transaction #1

• Employee

• Did we mention 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

• Give the employee a grade on a complete Vehicle Inspection?

  A

  B

  C

  D

  F

• Comments on Vehicle Inspection

• 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

• Give the employee a grade on a complete Vehicle Inspection?

  A

  B

  C

  D

  F

• Comments on Vehicle Inspection

• 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 at the front door?

  Yes

  No

  N/A

• Did the employee have a professional welcome and introduction?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Give the employee a grade on a complete Vehicle Inspection?

  A

  B

  C

  D

  F

• Comments on Vehicle Inspection

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

  Yes

  No

  N/A

• Give the employee a grade on a complete Vehicle Inspection?

  A

  B

  C

  D

  F

• Comments on Vehicle Inspection

• 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

• 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 branch goal for reserves

• Uninsured losses for the past 90 days

• Accident Report Quality percentage

Growth

• Days earned growth (month/YTD)

• Ticket growth for previous month

• Are all branch PDM's updated?

  Yes

  No

  N/A

• PDM Feedback

• Take picture of PDM

  Media

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

Phone Handling - Listen to 2 Calls

• Employee Name

• Did the employee give the proper greeting?

  Yes

  No

  N/A

• Did the employee do the call transfer *83 or take a complete reservation?

  Yes

  No

  N/A

• Employee Name

• Did the employee give the proper greeting?

  Yes

  No

  N/A

• Did the employee do the call transfer *83 or take a complete reservation

  Yes

  No

  N/A

• Comment on improving phone handling

B.O.S.S. Calls

• Body Shop calls (current month/previous month)

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

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

• Victory of the Month candidate

• 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

• Interior picture

  Media

• Branch cleanliness - Exterior

  A

  B

  C

  D

  F

• Exterior picture

  Media

• Area Manager please sign here to verify these results have been discussed Branch Manager.

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• Branch Manager please sign here to verify these results have been discussed with by your Area Manager.

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