GP68 ARM Customer Service BV

• GP68 ARM Branch Visit

• Branch Location

• Conducted on

  Date

PREPARATION

• Branch TSQi, 3 / 6 Month

  Pass

  Fail

  N/A

• Lot Plan - Cars staged?

  Pass

  Fail

  N/A

• Phones - *83? <3 rings? Scripted?

  Pass

  Fail

  N/A

• Yellow Car Plan? 85% Renting?

  Pass

  Fail

  N/A

• Office Cleanliness?

  Pass

  Fail

  N/A

• Clean Car Open?

  Pass

  Fail

  N/A

• Cars Clean with Hang Tags and Clorox wipes ?

  Pass

  Fail

  N/A

• Goal board/Morning Huddle Executed?

  Pass

  Fail

  N/A

• Customers Rental Ready & CARP’d?

  Pass

  Fail

  N/A

• Transaction Time: 4 < 7 minutes?

  Pass

  Fail

  N/A

Behaviors

• Employees professionally dressed and groomed?

  Pass

  Fail

  N/A

• Employees smiling/High Energy?

  Pass

  Fail

  N/A

• Greeting customers at door?

  Pass

  Fail

  N/A

• Business Cards given?

  Pass

  Fail

  N/A

• Manager Greets every customer/3rd man in?

  Pass

  Fail

  N/A

Conflict Resolution

• Conflict Resolution observed(Phones/Counters)

  Pass

  Fail

  N/A

• Customer Complaints Handled Urgently?

  Pass

  Fail

  N/A

• 3 Critical ?s/Drop calls executed with issues being resolved?

  Pass

  Fail

  N/A

• Pended tickets: over 3 days < 5?

  Pass

  Fail

  N/A