2020 Area Manager Audit Form Bluegrass

• Conducted on

  Date

• Prepared by

• Location
  Address

Computer & Financials

Customer Service

• Branch 3-month ESQI

  Compliant

  Non-Compliant

  N/A

• Group 3-month ESQI

• Corporate 3-month ESQI

Maintenance & Remarketing

• Percentage of units requiring LOFR

• LOFR score

• Recall Score

• Month to date shop vehicle percentage

Risk

• Current LPU

• 12-month branch reserves

• List branch goal for reserves

• Undocumented Damage for previous month

• Accident Report Quality percentage (Goal 85%)

Revenue and Profitability

• Insurance Rate

• Insurance Power Ranking

• Days Earned percentage

• Income Per Car growth percentage

• Previous month operating profit

• Previous month operating profit growth

Growth

• What is the branches Rental Ready percentage?

• MTD Days Earned growth

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

• How many "Yellow Cars" does the branch have?

• B.O.S.S. penetration

• View the prior month's PDM's. (Please put comments below)

• Replacement Days growth

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

UCBF

• Bad Debt (prior month/YTD/Target)

• Customer Satisfaction (0531) (prior month/YTD/Target)

• Uninsured losses (prior month/YTD/Target)

• Net fuel (prior month/YTD/Target)

• Month to date prepaid fuel percentage

• How many pended tickets over 10 days?

• How many double rent pended tickets?

Misc.

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

  Yes

  No

Branch Observation

• Was there a Morning Huddle?

  Yes

  No

• What was discussed int he Morning Huddle?

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

  Yes

  No

• Goal Board picture

  Media

• Is the GP58 Playbook displayed in a prominent place in the branch and can be accessed by all employees?

  Yes

  No

• Picture of GP58 Playbook

  Media

• Is there a LaunchPad QB checklist?

  Yes

  No

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

  Yes

  No

• Picture of part-time schedule

  Media

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

  Yes

  No

• Picture of full-time schedule

  Media

• Is the branch utilizing the Super Tuesday Report?

  Yes

  No

• Is "My Success Center" up to date?

  Yes

  No

• Is the Successful Failures/Drop Logs/Same Day logs up to date?

  Yes

  No

• Take a picture of the previous days Successful Failures log

  Media

LaunchPad Inventory

• Does every employee have a working LaunchPad and swipe device?

  Yes

  No

• Does the branch have a working mobile printer?

  Yes

  No

Employee Observation

Phone Handling #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 #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, etc.)?

  Yes

  No

  N/A

• Was the data cleared?

  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, etc.)?

  Yes

  No

  N/A

• Was data cleared?

  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?

• Discuss EBOP with an employee. Did they have a good understanding of the products?

• 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

• Did we sell any items?

• What did we sell?

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?

  Yes

  No

• Discuss EBOP with an employee. Did they have a good understanding of the products?

• 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

• Did we sell any items?

• What did we sell?

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

• 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

• 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

Risk Assessment

Retail Rentals ticket #1

• Was the underwriting done correctly?

  Yes

  No

• Comments

Retail Rentals ticket #2

• Was the underwriting done correctly?

  Yes

  No

  N/A

• Comments

Retail Rentals ticket #3

• Was the underwriting done correctly?

  Yes

  No

  N/A

• Comments