GP63 ARM Evaluation 2017

• Branch

• Conducted on

  Date

• Prepared by

• Location
  Address

SQi

CARE Call or Priority Pass each Reservation (PPass Goal 85%)

• Branch above 85% Priority Pass Expectation?

  Yes

  No

  N/A

• All Priority Pass Contracts Pre-Written?

  Yes

  No

  N/A

• Is 85% of the branch reservations Rental Ready?

  Yes

  No

  N/A

• Customers being welcomed as Priority Pass VIP Customers?

  Yes

  No

  N/A

• 100% CARE Calls completed prior to customers arrival?

  Yes

  No

  N/A

Cleanliness

• Are Clean Car Checklists being completed daily?

  Yes

  No

  N/A

• Are all cars being cleaned before the branch leaves at night?

  Yes

  No

  N/A

• Are vehicles being backed in with tires turned?

  Yes

  No

  N/A

• Is the branch's LOFR score currently below 30?

  Yes

  No

  N/A

Timeliness

• Is there a Counter Manager today and are they at the counter?

  Yes

  No

  N/A

• Does the Counter Manager know where everyone is?

  Yes

  No

  N/A

• Is the Dispatch Log being utilized?

  Yes

  No

  N/A

• Is the 10/5 rule being adhered to?

  Yes

  No

  N/A

Friendliness

• Are the employees demonstrating Customer 4 Life Culture?

  Yes

  No

  N/A

• Are all employees acknowledging each customer?

  Yes

  No

  N/A

• Is each employee professionally dressed and is the branch appearance professional and clean?

  Yes

  No

  N/A

• Is the Thank You Script being used?

  Yes

  No

  N/A

Great Return

• Is the receipt being reviewed around the counter and next to the customer?

  Yes

  No

  N/A

• Are the 3 critical questions being asked?

  Yes

  No

  N/A

• Is the S/F Checklist being used REGULARLY?

  Yes

  No

  N/A

• Do the employees thank the customer for their business and walk them out the door?

  Yes

  No

  N/A

Employee Development

100% Roadmap Completion

• Were all Roadmaps completed last month?

  Yes

  No

  N/A

• Have all the Roadmaps been started this month?

  Yes

  No

  N/A

Weekly 1-on-1 with Branch Manager (PDM Week 1)

• Week 1 1-on-1's completed?

  Yes

  No

  N/A

• Week 2 1-on-1's completed?

  Yes

  No

  N/A

• Week 3 1-on-1's completed?

  Yes

  No

  N/A

• Week 4 1-on-1's completed?

  Yes

  No

  N/A

Duty Roster that rotates monthly

• Is there a Duty Roster in place?

  Yes

  No

  N/A

• Is the Duty Roster being utilized daily? (Include Picture)

  Yes

  No

  N/A

• Are the Branch Duties being rotated?

  Yes

  No

  N/A

• Is the Counter Manager checking up on Duty Completion throughout the day?

  Yes

  No

  N/A

Employee Hours (MT/MA's should average no more than 49hrs per week)

• Each MT/MA working 49 hours (+/- 1 hour)

  Yes

  No

  N/A

• Hours approval above 85%

  Yes

  No

  N/A

100% Review Completion (Delivered to HR by the 25th)

• 100% Review completion from last month?

  Yes

  No

  N/A

• All reviews for this month have been scheduled with the employees?

  Yes

  No

  N/A

Revenue

Goal Boards Updated Monthly/BMI Posted Daily

• Is the Goal Board Updated?

  Yes

  No

  N/A

• Is the BMI Posted?

  Yes

  No

  N/A

• Are the employees aware of the branch numbers?

  Yes

  No

  N/A

• Are employees aware of their personal numbers?

  Yes

  No

  N/A

Counter Manager Plan

• Did the branch have a morning huddle today?

  Yes

  No

  N/A

• Does each employee have sales goals for today?

  Yes

  No

  N/A

• Do the employees know what vehicles are available for Sell-up Options?

  Yes

  No

  N/A

• Do employees know the availability/pricing for walk-ins today?

  Yes

  No

  N/A

Lot Plan

• Is there a written and posted Lot Plan?

  Yes

  No

  N/A

• Is the Lot merchandised?

  Yes

  No

  N/A

• Are the employees walking the lot for Sell-Up options (weather dependent)?

  Yes

  No

  N/A

• Are the employees starting with the Largest/Nicest vehicle and working down?

  Yes

  No

  N/A

60 Minutes of Sales Training Per Day

• Is the Sales Playbook being utilized?

  Yes

  No

  N/A

• Is the Coaching Checklist being utilized?

  Yes

  No

  N/A

• Has the Manager observed/coached anyone today?

  Yes

  No

  N/A

• Has the Manager given 60 minutes of sales training today?

  Yes

  No

  N/A

Real Time Ticket by Ticket Management

• Is the Rate Tracker being utilized?

  Yes

  No

  N/A

• Are they using the Rate Tracker real-time?

  Yes

  No

  N/A

• Is Feedback and Coaching being provided after a sales opportunity?

  Yes

  No

  N/A

• Is the Rate Tracker being sent out to all Area employees twice a day (Noon and EOB)?

  Yes

  No

  N/A

Cost Control

Assigned Callbacks and A/R's

• Are Callbacks being completed daily?

  Yes

  No

  N/A

• Does each employee have assigned A/R's that they are working?

  Yes

  No

  N/A

• Was Bad Debt below Group goal last month?

  Yes

  No

  N/A

• Is each callback down less than $150

  Yes

  No

  N/A

Weekly Risk Review

• Was the Risk Review completed last week?

  Yes

  No

  N/A

• Is the Risk Review being completed with Actions Taken?

  Yes

  No

  N/A

Follow Group Underwriting Grid

• Retail/Debit Contract Audit #1 Pass?

  Yes

  No

  N/A

• Retail/Debit Contract Audit #2 Pass?

  Yes

  No

  N/A

• Retail/Debit Contract Audit #3 Pass?

  Yes

  No

  N/A

• Retail/Debit Contract Audit #4 Pass?

  Yes

  No

  N/A

T2T (Damage Evaluator and Zebra Sheets)

• Proper T2T (Damage Evaluator and Zebra Sheets) #1?

  Yes

  No

  N/A

• Proper T2T (Damage Evaluator and Zebra Sheets) #2?

  Yes

  No

  N/A

• Proper T2T (Damage Evaluator and Zebra Sheets) #3?

  Yes

  No

  N/A

• Proper T2T (Damage Evaluator and Zebra Sheets) #4?

  Yes

  No

  N/A

Do not re-rent Cars with Damage

• Does the branch have 0 units on the Unshopped claims report?

  Yes

  No

  N/A

• Are Damaged vehicles being set aside and Not Re-Rented?

  Yes

  No

  N/A

• Are all employees (including service agents) ensuring that tread depth gauges are being used 100% of the time?

  Yes

  No

  N/A

• Walk the lot. Is each ready to rent vehicle free of damage?

  Yes

  No

  N/A

Growth

Follow Group Phone Script

• Did the branch pass ALL phone shops last month?

  Yes

  No

  N/A

• Are employees answering the phone with urgency?

  Yes

  No

  N/A

• Do all employees know what is needed to pass a phone shop?

  Yes

  No

  N/A

• Are employees asking for the reservation?

  Yes

  No

  N/A

Marketing

• Is someone scheduled to go marketing today?

  Yes

  No

  N/A

• Does the branch have a marketing calendar in place?

  Yes

  No

  N/A

• Did the branch hit their BOSS goal for last month?

  Yes

  No

  N/A

PDM's

• Did each employee receive a PDM last month?

  Yes

  No

  N/A

• Do the action steps include the 5 W's?

  Yes

  No

  N/A

• Are the PDM's printed and posted weekly?

  Yes

  No

  N/A

Red Car (85% Goal)

• Is the branch currently at 85% Red Car goal?

  Yes

  No

  N/A

• Is there an assigned person to monitor the Red Car?

  Yes

  No

  N/A

PP1 (5+ LOR 100%, 1-3 LOR 85%)

• Has the manager checked the Rubicon that day?

  Yes

  No

  N/A

• Is the branch currently in PP1 (5+ LOR 100%, 1-3 LOR 85%)

  Yes

  No

  N/A

Support Staff

• Are the expectations you had of this position before you came on board being met?

  Yes

  No

  N/A

• Are you aware of the current ESQi goal at the branch?

  Yes

  No

  N/A

• Do you have everything you need to be successful (supplies, etc.)?

  Yes

  No

  N/A

• Do you feel customer service is a priority in the branch?

  Yes

  No

  N/A

Burnish Branch

• Building is properly maintained and representative of company standards?

  Yes

  Yes

  No

• Add media

  Media

• Customer waiting area is properly maintained and representative of company standards?

  Yes

  Yes

  No

• Add media

  Media

• Restrooms are well maintained and representative of company standards?

  Yes

  Yes

  No

• Add media

  Media

• Vehicle Wash area is well maintained and representative of company standards?

  Yes

  Yes

  No

• Add media

  Media

• Transaction area is properly maintained and representative of company standards?

  Yes

  Yes

  No

• Add media

  Media

• All Employee areas are well maintained and representative of company standards?

  Yes

  Yes

  No

• Add media

  Media