Group 15 Checklist - Area Manager Observation

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Location
  Address

MTD - Branch Performance Numbers

Customer Service

• Branch 3-month Home City TSQI

• Corporate 3-month Home City TSQI

Recall & Preventative Maintenance

• RPM - Avg Shop Days - Goal is 9 days or less

• LOFR score - Goal is 15 or less

• Recall Score

• RPM - In Shop %

Risk

• RV Gray DOT %

• 12-month branch reserves

• List branch goal for reserves

• Undocumented Damage # previous month

• Accident Report Quality percentage (Goal 90%)

Revenue and Profitability

• I/B/D TAR

• R/O TAR

• Insurance Rate

• Insurance Power Ranking

• Days Earned percentage

• Income Per Car growth percentage

• Previous month operating profit

• Previous month operating profit growth

Growth

• MTD Days Earned growth

• What is the branches "Red Car" contact percentage?

• Is branch following Group 15 Red Car Plan?

• B.O.S.S. penetration %

• Total number of branch B.O.S.S. calls (current month/previous month)

• View the prior month's PDM's. (Please take photo)

  Media

• Branch Marketing Grid posted?

  Media

Controllable Cost

• Uninsured losses - Goal is $5/unit or less (list prior month/YTD)

• Net fuel - Goal is $5/unit credit (list prior month/YTD)

• Month to date prepaid fuel percentage

• What is the branch bad debt? (prior month)

• How many tickets over 30 days need to be re-written?

• How many pended tickets over 10 days?

• How many double rent pended tickets?

• What is your pended ticket compliance? (Goal is 5%)

• Does branch meet callback expectation on prior day reporting? (Goal is $275 or less)

Branch Security

• Does the branch have cameras and are they working?

  Yes

  No

• Is the branch safe locked during the day?

  Yes

  No

• Does the branch have a side/back door with a key pad? If yes, is the door shut & locked? Not propped open?

  Yes

  No

• Does the branch have a Public View monitor installed?

  Yes

  No

• Did the branch complete vehicle inventory in VEM the prior day?

  Yes

  No

• Is the branch displaying the "No Cash on Premises/Surveillance Cameras Present" decal?

  Yes

  No

• Is the drop box locked at all times and cleared at least once per day?

  Yes

  No

Branch Observation

• Was there a Morning Huddle?

  Yes

  No

• What was discussed in the Morning Huddle?

• Is the branch goal board updated? (Take picture)

  Yes

  No

• Goal Board picture

  Media

• Is the GP15 Playbook displayed in a prominent place in the branch and can be accessed by all employees?

  Yes

  No

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

  Yes

  No

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

  Yes

  No

• Is the branch utilizing the Revenues Opportunity report?

  Yes

  No

• Is "My Success Center Training" up to date?

  Yes

  No

• What is the branch Rental Ready score? Goal is 80% or better

  Yes

  No

• Does branch have an updated duty roster?

  Yes

  No

• Is the office, CCA, and bathrooms clean? (Please provide 3 pictures)

  Media

Employee Observation

Phone Handling Observation #1

• Was the phone answered in 2 rings?

  Yes

  No

  N/A

• Was the proper greeting used?

  Yes

  No

  N/A

• Was the customer properly transferred to CAP (*83)?

  Yes

  No

  N/A

Phone Handling Observation #2

• Was the phone answered in 2 rings?

  Yes

  No

  N/A

• Was the proper greeting used?

  Yes

  No

  N/A

• Was the customer properly transferred to CAP (*83)?

  Yes

  No

  N/A

Clean Car Audit #1

• Was the interior/exterior of the vehicle clean?

  Yes

  No

  N/A

• Were the tires in good condition?

  Yes

  No

  N/A

• Were the compartments open (glove box, center console, etc.)?

  Yes

  No

  N/A

• Was the data cleared?

  Yes

  No

  N/A

• Is the plate and registration sticker up to date?

  Yes

  No

  N/A

• Was the CCP Hangtag present? Placed by Management?

  Yes

  No

  N/A

Clean Car Audit #2

• Was the interior/exterior of the vehicle clean?

  Yes

  No

  N/A

• Were the tires in good condition?

  Yes

  No

  N/A

• Were the compartments open (glove box, console, etc.)?

  Yes

  No

  N/A

• Was data cleared?

  Yes

  No

  N/A

• Is the plate and registration sticker up to date?

  Yes

  No

  N/A

• Was the CCP Hangtag present? Placed by Management?

  Yes

  No

  N/A

Observe Rental Transaction #1

• Employee

• Does the branch have an updated fuel price sign in the office?

  Yes

  No

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

  Yes

  No

• Did we discuss the products individually & use the sales script?

• Did we offer all the products in a transparent way?

  Yes

  No

• Did the employee have a Damage Evaluator and tire gauge?

  Yes

  No

• Did the employee do a proper Vehicle Inspection?

  Yes

  No

Observe Rental Transaction #2

• Yes

  No

  N/A

• Employee

• Does the branch have an updated fuel price sign in the office?

  Yes

  No

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

  Yes

  No

• Did we discuss the products individually & use the sales script?

  Yes

  No

• Did we offer all the products in a transparent way?

  Yes

  No

• Did the employee have a Damage Evaluator and tire gauge?

  Yes

  No

• Yes

  No

• Did the employee do a proper Vehicle Inspection?

  Yes

  No

Observe Customer Return #1

• Employee

• Did we meet the customer at the front door?

  Yes

  No

  N/A

• Did the employee have a professional welcome and introduction?

  Yes

  No

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

  Yes

  No

• Did the employee do a proper Vehicle Inspection?

  Yes

  No

• Did employee ask customer if they retrieved all belongings?

  Yes

  No

• Comments on Vehicle Inspection

• Did the employee ask the 3 critical questions?

  Yes

  No

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

  Yes

  No

  N/A

• Other information

Observe Customer Return #2

• Employee

• Did we meet the customer at the front door?

  Yes

  No

• Did the employee have a professional welcome and introduction?

  Yes

  No

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

  Yes

  No

• Did the employee do a proper Vehicle Inspection?

  Yes

  No

• Did employee ask customer if they retrieved all belongings?

  Yes

  No

• Comments on Vehicle Inspection

• Did the employee ask the 3 critical questions?

  Yes

  No

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

  Yes

  No

  N/A

• Other information

Underwriting Assessment

Retail Debit ticket #1

• Did the customer Renter verify? Green DOT?

  Yes

  No

• If Gray DOT, did branch follow Gray DOT plan? (if applicable)

  Yes

  No

• Did branch take proper deposit, cost plus $300?

  Yes

  No

• Did branch get 2 contact numbers and email address?

  Yes

  No

• Did branch put customer into proper vehicle size?

  Yes

  No

Retail Debit ticket #2

• Did the customer Renter Verify? Green DOT?

  Yes

  No

  N/A

• If Gray DOT, did branch follow Gray DOT plan? (if applicable)

  Yes

  No

  N/A

• Did branch take the proper deposit, cost plus $300?

  Yes

  No

  N/A

• Did branch get 2 contact numbers and email address?

  Yes

  No

  N/A

• Did branch put customer into proper vehicle size?

  Yes

  No

  N/A