Region A ARM Audit 2019

• 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

• Are the branches one-on-one forms updated on the "Y Drive", including Service Agents?

  Yes

  No

  N/A

• Does the branch have the Region A Non-Negotiable card visible?

  Yes

  No

  N/A

• A

  B

  C

  D

  F

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?

LaunchPad 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

Customer Service

• Branch 3-month ESQi

• Area 3-month ESQi

• Does the branch have a well devised lot plan?

  Yes

  No

  N/A

• Picture of Lot Plan

  Media

• Did the branch open with 100% clean vehicles from the previous day?

  Yes

  No

  N/A

• Is the branch following the Data Clearing Guidelines?

  Yes

  No

  N/A

• Are daily clean car audits are completed?

  Yes

  No

  N/A

Observe rental transaction #1

• Employee

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did we use the proper verbage when presenting the Protection Products?

  Yes

  No

  N/A

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

  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

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did we use the proper verbage when presenting the Protection Products?

  Yes

  No

  N/A

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

  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

• LOFR score

• Recall Score

• Number of vehicles that are on the delete list

• number of shop vehicles

• Were shop units updated with current ETA? (Add Photo)

  Yes

  No

  N/A

• MTD Days Earned

• Who is the maintenance captain?

• Overall grade for maintenance

  A

  B

  C

  D

  F

• Other comments are suggestions for improvement

Inspect Vehicle on the Ready Line - Vehicle #1

• Is the interior compliant with Region A standards?

  Yes

  No

  N/A

• Is the exterior compliant with Region A standards?

  Yes

  No

  N/A

• Are the tires compliant with Region A standards?

  Yes

  No

  N/A

• Are the wheels turned to inspect the tires?

  Yes

  No

  N/A

• Other comments

Inspect Vehicle on the Ready Line - Vehicle #2

• Is the interior compliant with Region A standards

  Yes

  No

  N/A

• Is the exterior compliant with Region A standards

  Yes

  No

  N/A

• Are the tires compliant with Region a standards

  Yes

  No

  N/A

• Are the wheels turned to inspect the tires?

  Yes

  No

  N/A

• Other comments

  Yes

  No

  N/A

Risk Management

• Current LPU at branch

• List branch goal for reserves

• Uninsured losses for the previous month

• Accident Report Quality percentage (Goal 85%)

Check 3 debit card rentals for qualification compliance (2 retail tickets and 1 insurance ticket)

• Ticket number for retail rental #1

• Was the renter properly qualified to GP15 standards?

  Yes

  No

  N/A

• Comments

• Ticket number for retail rental #2

• Was the renter properly quailfied to GP15 standards?

  Yes

  No

  N/A

• Comments

• Ticket number for insurance rental #1

• Was the renter properly qualified?

  Yes

  No

  N/A

• Comments

Growth

• Days earned growth (month/YTD)

• Ticket growth for previous month

• B.O.S.S. Penetration

• What is your Rental Ready percentage?

• Red Car Contact percentage?

• Is the branch following the Region A 'Red Car Plan'?

• Are all branch PDM's updated?

  Yes

  No

  N/A

• Take picture of PDM

  Media

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

Phone Handling - Listen to 2 Calls

• Employee Name

• Was the phone answered in 2 rings?

  Yes

  No

  N/A

• 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

• Was the phone answered in 2 rings?

  Yes

  No

  N/A

• 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

B.O.S.S. Calls

• Body Shop/Dealership/Insurance Agent calls (current month/previous month)

• Insurance/Body Shop/Dealership ticket growth?

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

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

UCBF

• Bad Debt (Prior Month/YTD/Target)

• Are receivables delegated?

  Yes

  No

  N/A

• Fuel Expense previous month

• Fuel collections from current month

• Customer Satisfaction (0531) over the last 90 days?

• Uninsured losses over the past 90 days?

Branch FQi

• Branch cleanliness - Interior

  A

  B

  C

  D

  F

• Interior picture

  Media

• Branch cleanliness - Exterior

  A

  B

  C

  D

  F

• Exterior picture

  Media

• Does the branch have a MSDS binder?

  Yes

  No

  N/A

• Does branch have eyewear and gloves in the box under the MSDS binder?

  Yes

  No

  N/A

• Does the branch have the most updated Ethic Point poster visible for all employees to see?

  Yes

  No

  N/A

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

  Sign

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

  Sign