ORAL INTERVIEW ONLY

Hertz Management Interview

(HMI)
Employee - _ __________________________
Date - ________________ _______________
Date of Hire - _________________________
Branch -

______

HMI Score -

Total possible points - 390

Minimum passing score is 312 points, or a minimum 80%

Hertz Management Interview

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CUSTOMER SERVICE 38 points

1. What is NPS? - 3 pts
Net Promoter Score = % Gross Promoters less % Gross Detractors.
Promoter Top 2 scores on 10 point scale. Detractor Bottom 6
scores on a 10 point scale (The middle 2 scores are neutral). NPS replaces what was once
known as CDI.
2. How will customers be invited to take the survey? Is there ever a situation when we can solicit a
customer to take a survey? 3 pts
Invoice print: On all Instant Return and Counter invoices, there will
be an invitation to take the survey.
E-mail solicitation: Customers will also be randomly solicited via an
e-mail message under Joe Nothwangs signature to take the same survey. Customers will
be solicited based upon a completed rental.
A customer can take a survey on every rental if they choose based upon the invoice
invitation, but will only be eligible to be solicited via e-mail once per quarter.
In Operations, we are never allowed to solicit a customer to take a survey.
3. Why is NPS so important? - 3 pts
Survey which includes a question tied to predicting future growth.
Its a measuring tool for your locations level of customer service, and to some degree
employee morale.
4. As the Manager, tell me 2 or 3 things you would do differently to improve customer service?
Why is the location currently not doing this?- 2 pts
(Open)
5. Explain a recent dispute youve had with a customer. Who won the dispute?
2 pts
(Open Hertz wins when there is a resolution with the customer and we are confident
they will return and rent from Hertz again. To the customer, the customer always wins.)
6. How would you handle the following situations?
A. Insurance customer returns the vehicle and the direct bill extension is not up to date. We
notice that we have not called the insurance company to request any extensions. 2 pts
(Open) Inform the customer that we need confirmation that the direct bill will be
extended by the adjuster. We will call the adjuster, then call the customer with the
response and make any necessary adjustments.

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B. Customer signed for LDW. Upon return, he/she doesnt understand why they should pay
for it when there was not damage done to the vehicle. How do you resolve the dispute?
2 pts
(Open Resolve any issues on the spot. We want to explain the benefits of our coverage,
and the coverage actually received should something had occurred. We want the
customer to rent from Hertz again. We do not want any bad mouth advertising to a shop,
insurance company, referral source, or friend. Offer and determine a resolution).
C. Rental Car is returned with damaged and customer insists that he / she didnt do it. 2 pts
(Open Fill out an accident report and document as such informing the customer that
Hertz Claims Management may contact them.)
D. You are late for a delivery and the customer is upset. 2 pts
(Open Apologize for the delay. Offer what is appropriate to completely satisfy the
customer.)
7. Tell me about our Mission Statement. 3 pts
To be the lowest cost, highest quality and most customer focused rental company in very
market we serve, creating value for our shareholders.
We will achieve our Vision and Mission by focusing on, and balancing- customer
satisfaction, employee satisfaction and asset management, with equal emphasis on
efficiency and growth.
8. Tell me about our Vision Statement. 2 pts
Hertz will be the global leader in mobility and equipment solutions.
9. Tell me about our Values Statement. 3 pts
Passion- Wanting to win now
Professionalism- Using our skills and expertise effectively and collaborating seamlessly.
Respect- Valuing the contributions of each other and our partners.
Responsibilty- Being accountable for our decisions and actions.
Innovation- Using imagination and initiative to drive growth and efficiency.
Intergrity- Acting ethically, fairly, honestly and transparently.
Diversity- Making our difference a competitive advantage.
Discipline- Applying proceses to set and achieve our goals.
Excellence- High quality performance that produces outstanding results.
Execution- Following through and delivering on our promises.

10. Define the difference between Good vs. Excellent. 2 pts

(Open) - Exceeding our customers expectations
11. What is the maximum number of locations a customer should call in order to set up a
reservation/rent a car? 2 pts
The customer should only have to make one call. If the location called is unable to book
the reservation for any reason, that employee should call the 800 reservation desk, the
insurance company, another location, etc, for the customer and make the necessary
arrangements.
12. Take employee outside to audit a clean car. 5 pts
Make sure they are looking for PID in the glove box.
They need to check all quadrants for clean floors, doorjams, dash, cup holders, etc.
Trunk and windows need to be cleaned.
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INSURANCE - 20 points
1. Who handles the claim when a Hertz vehicle is involved in an accident and what is the process?
What are the most important pieces of information to get when filling out a Vehicle Incident
Report? What do you do with the report after completion? 2 pts
Hertz Claims Management (HCM)
Ask the customer if they have a police report, fill out a Hertz accident report, send HCM
the police report, our accident report, and a copy of the rental agreement.
VIR- Signature, Insurance Company, Policy number, Police report if possible, Email of
csutomer, phone number of customer
Fax the VIR to either one part HCM or 2 Party HCM or you can fax it to your BM so
they can email it to HCM.

2. In what situation can you rent a safety hold? What other types of holds should never be rented
either? What happens if you do and what is it called? 2 pts
Saftey- No
TB, Reg Hold, J Hold, Admin, STOPS, any MM
Negligent Entrustment. For example, renting a vehicle to an individual who does not
meet our rental requirements appears impaired, and/or we rent a car in need of service,
i.e. breaks, tires, etc.
3. What are the state minimum liability requirements to drive a vehicle in (your state) and explain
what that means? 2 pts
State List limits
i.e. Mass - 20/40/5, CA 15/30/5
20,000 in bodily injury
40,000 in total for the car.
5,000 in property damage.
4. Can Hertz void LDW? If so, when? 2 pts
Contract Violation - Make sure employee gives examples.
For example: unauthorized driver, off-road use, excessive speed / racing,
5. What steps do you take when a customer says the Hertz vehicle has been stolen? 3 pts
a)
Have customer call police to report it stolen
b)
Have customer come in with police report to fill out Theft from Customer Report
c)
Customer must bring in car keys
d)
Contact immediate supervisor, City Manager, Area Manager, OKC Vehicle
Control Department, and/or Region Security Manager

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6. Explain the overdue process after you email James Sawyer (or OKC Overdue Department). What
exactly is a conversion? 3 pts
Step 1- James will put the customer on the dialer system where they receive 2 phone calls
a day automatically.
Step 2- After a few days of the dialer system, OKC will send a demand letter.
Step 3- OKC needs to wait 7-10 days after sending the demand letter but then they will
send the contract to force return which is a similar department but just more demanding.
Step 4- OKC will give the force return department 7 days and then they will hire Repo.
Step 5- Repo has a minimum of 7 days to get the car back and then it becomes a
conversion.
A conversion is when the renter fails to return our vehicle and converts it for their
personal use without paying for it.
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We have lost the whereabouts of the customer

The customer does not return our vehicle or phone calls
The vehicle is overdue
Contact immediate supervisor, City Manager, Area Manager, OKC Vehicle
Control Department, and/or Region Security Manager
Note: Refer to Procedure 7-02

7. Why do we incorporate the Vehicle Inspection Form (aka - trunk-to-trunk) into our rental
process? And, what is the process? 4 pts
Protect our assets.
Provide excellent customer service.
Increase in incremental sales.
Assists HCM in collections
Increases bottom-line profitability
Every rental transaction should have a Vehicle Inspection Sheet.
Every Vehicle Accident Report should have an attached Vehicle Inspection Sheet
8. If damage to a car is noticed after the customer leaves (undocumented
damage), can Hertz pursue the customer? Why or why not? 2 pts
Depends on how the car was returned. If however, the customer gives keys to hertz
representative, and is given a receipt, then the answer is no.

RATES - 20 points
1. What factors help determine the lower rates that insurance companies are offered? 2 pts
Volume of business
Length of Rental
Calendar Day Billing
Competitions rates
2. What is the difference between calendar day and 24-hour billing? Which do we prefer, and why?
- 2 pts
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- Calendar day billing consists of daily charges computed on a per day basis. For
example, insurance replacement rentals.
- 24 hour billing consists of a rental that is charged on a 24-hours basis
-Calendar day billing generates additional revenues
3. What is the employee discount Hertz offers? 2 pts
Retail Rate less 40% plus $7.00/day LDW with Hertz Employee CDP #.
4. How do we confirm a customer is eligible to use a Hertz Family CDP or retiree CDP? 2 pts
The customer needs to have a letter, ID card, or we need to call the employee via gold
pages to confirm.
5. What rental requirements must an employee meet to rent a vehicle? 1 pts
Standard Hertz rental qualifications.
6. Who is some of your biggest accounts at your branch? What are somethings we do for them?
Why dont we offer this to all customers or accounts? 2 pts
(Open)
7. What is Service Revenue Per Day at your branch? 1pts
(Open)
What are the goals for promotion and the goals to avoid discipline? 1 pts
$3.25 and $8.25 for promotion
$2.50 and $7.25 for discipline
8. Ask employee to go through the dialogue at time of return for a customer who is missing half of
a tank of gas. 5 pts
You want to make sure the employee attempts to get the full price of FSC.
You need to make sure the employee does not say any negative phrases.
Example- Im sorry or unfortunately.
The employee needs to do what is necessary to collect the revenue and not let the
customer go fill up at the local gas station.
9. What kind of rate does a customer get who doesnt have a reservation and is ready to rent at the
counter in front of you? 2 pts
Market Rate. It is important to utilize the LOCD rate tiers as well (low,
mid, high) based upon fleet status and market conditions.

HERTZ LEVELS of SERVICE - 43 points

1. Describe the different levels of service Hertz offers, and give a brief description of each. 10 pts
1) #1 Club Members
2) #1 Club Gold Members- $50/year fee
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3) Five Star
4) Presidents Circle
5) Platinum Members
*Authorized Operators
*Under 25 renters (no surcharge)
*Rates
*Preprint
*Upgrades
2. Explain the Gold Process for renting a car. 2 pts
Contract should be pre-printed 30-60 minutes before the reservation.
Tank should be full
Car should be checked to ensure it is in perfect condition for a Gold member.
Customer should be walked outside to VIF and also to ensure the customer is happy with
the condition of the car.
3. How does one become a Hertz Platinum Member? 1 pts
Invitation by Hertz President.
$250,000 in annual revenue generated by them or their company
Customer can pay $1000/year.
4. Explain the Platinum free upgrade policy. 1 pts
Platinum cardholders who reserve a class C or above vehicle are guaranteed an
upgrade, at the rate of the confirmed class. This includes non-Prestige luxury or special
equipment classes. If these vehicles are needed to fulfill confirmed reservations, then
provide the highest class that availability will allow. Every effort should be made to
provide the customer with the "best car on the lot", exclusive of Prestige and/or Fun
Collection class vehicles.

5. Explain the various rental reimbursement policies for State Farm. What does your branch do to
go above and beyond for State Farm customers? 3 pts
80/20- 500 Max
80/20- 1000 Max
20/day- 400 max
(Open)
6. Explain the Body Shop Web application. 4 pts
- Reduces phone calls and/or faxes.
- Updates sent to Hertz are shared with the Insurance companies.
- Saves body shop, insurance company, and Hertz time.
- Information is stored in the system for up to one year and can be easily obtained if
needed
7. What are HBR Accounts? Why are they important to Hertz? 5 pts
HBR stands for Hertz Business Rewards.
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Usually corporate/commercial accounts in the local area. Many times these accounts
already have a national agreement in place with Hertz.
Improved RPD
Improved Revenue
Repeat business and presence in the community
Protect our customer base
Usually no commissions associated with said business
8. A) Explain the 6 steps of the HLE Sales Model, and give examples for each.
6 pts
1. Preparation explain whats on a pre-call sheet
2. Reflecting
3. Opening give an example of an opening to an insurance agent
4. Data gathering / questioning give two probing examples
5. Supporting / Hertz solutions (Introducing Features and Benefits)
6. Closing- give an example and why
B) What is the difference between features and benefits? 3 pts
Give an example of how you would describe one of our features, and then sell on the
benefits.
Features are the attributes of the product or service (what the product or service is) while
benefits are the values a customer receives. Benefits appeal to the customer at an
emotional level.
9. Give me five questions you ask on a call to a body shop. 3 pts
(Open)
10. What is a 48-hour theft waiver and its purpose? 4 pts
It means we will waive charges for the first 48-hours of the occurrence of a stolen vehicle
from an insured. The reason for this is that insurance companies will not begin paying
for a rental vehicle for their insured for 48 hours. Again, the reason for this is the very
high percentage of cars that are recovered in the first 48 hours.
11. Do we charge a one way fee on insurance replacement rentals? 1 pt
No.
CREDIT CARD AND CASH QUALIFICATIONS - 31 points
1. Explain all steps and procedures when doing a cash deposit for a rental going through State
Farm. 8 pts
Note: Answer may vary by region and account.
Cash Qual Form
Need to verify address, phone number, and employment address.
State Farm is zero deposit but we can the employee to know to try to get as much
cash as possible without losing the rental.
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Zero Desposit means the customer would need to leave enough cash to cover
however long the EDI is set up for.
We obviously need to have an EDI from the insurance company.
2. In what case would you rent a car without a deposit? 5 pts
Fleet account rentals, corporate account rentals and insurance company/HLES rentals
with Direct Bill set-up and with companys special instructions/account rules. All
customers must qualify to rent.
NOTE: Fleet account customers qualify by simply showing a valid drivers license.
No additional qualifications should take place, meaning no credit card or cash
qualifications are needed!
3. How do you handle a retail customer who doesnt have a credit card and insists that you make an
exception? 2 pts
Apologize (show empathy), explain procedure and rental
Have customer fill out the Hertz Cash ID card application to apply
for a cash ID card. If approved they may use the card and rent on
cash for future rentals.
4. What procedures do you follow when taking a check deposit from a customer?
2 pts
We do not accept checks on a deposit
5. Why is a due date so important on a rental? 2 pts
It is a legal contract between Hertz and the customer with the agreement that the
vehicle will be returned on or before the agreed upon date listed on the rental
contract
6. What qualifications must an additional driver meet for either a replacement rental and/or a retail
rental? 5 pts
7. Why is it important to take an electronic swipe of a customers credit card in HLES or ASAP? 5
pts
It protects the Hertz Corporation from potential chargebacks. An electronic swipe
of a customers credit card is the only way we can prove to the credit card
companies that we were presented the card by the renter.
8. At the time of return, if the customer wants to swap credit cards and the second credit card
declines, what is the next step? 2 pts
The employee needs to back out of the return screen, clear out the return, and start
over again.
BRANCH ADMINISTRATION - 58 points
1.

How do you handle a check refund? 2 pts

Send the check request to the HLE Administrative Department or Manager. Tell the
customer they should receive their refund within 5-7 business days.
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2.

Here is a situation I want you to answer some questions to: 4 pts total
Customers final bill at time of return is $199.99 and the customer hands you $200.
i. How much do you enter in the system? 1 pt
ii. How much do you deposit? 1 pt
iii. When do you deposit this cash? 1 pt
iv. How many deposits do you make per day? 1 pt
Enter $199.99.
Deposit $199.00
Next Business day
1 deposit per day.

3.

Describe what it means when a contract is on DRB hold. 2 pts

An HLES generated report that reflects any replacement rental agreement, which is
pending authorization or additional billing information.

4.

What is the expectation for maximum number of days a contract should be on DRB Hold? 2
pts
3 days

5.
Have the employee do the DRB for that day. Make sure all required reports are pulled. Have
the employee explain why the DRB is important. 5 pts
DRB Cover Sheet- FACLA017
Cash Audit- DRB
Price Match Adjustment- DRB
DRB Cash Journal- DRB
DRB Hold Flag- DRB
HLES Adjustment- DRB
Overdue CC Rep-DRB
Make sure everything is filled out properly.

6.
Have the employee pull the overdue and aging report in Document Direct. Then explain the
difference between the two reports. 5 pts
Aging- Contracts that are open when there is further movement on the car.
Overdue- The due date is prior to todays date.
7.
Have the employee pull No Rev and explain what this report means. What is the importance
of the No Rev Report? 5 pts
(Open)

8.

Describe the significance of a rate canvas report.

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How often should the rate canvas be completed? 5 pts

This report compares Hertz rates to the competitions rates. We use this tool to ensure we
are priced competitively with our local competitors.

9. What is a Breach of Security Report? When should it be used?

How many has your branch had in the past 12months? 3 pts
a. Refers to the actual, attempted, or suspected loss or damage of company funds or
property, or third partys property while on Hertz premises, as a result theft, break-in,
hold-up, defalcation, unauthorized computer access and disclosure of computer based
information.
b. The report is generated at the branch whenever a breach occurs.
10. What is PID? 3 pts
Personally Identifiable Data
11.

Name some steps to take in order to protect Personally Identifiable Data? 5 pts
Signs: Examples are signs on every dumpster we use that no non-shredded paper be placed in the
container. Similar messages are needed as appropriate for file drawers and mail rooms. Another example
is to design a large red sticker with PID and the slash symbol to place on every dumpster we use.
Trash Cans: Remove all trash cans and replace them with lockable containers with slots for disposal
and later disposal. Or make it a must that all material with PID go in the shred it box, not in regular
trash.
Personnel Files: All file to be at area or region level
File Drawers: Drawers that lock passively
Other: Ideas are worth bonus points

12. What are three mandatory logs that are kept at a Branch and explain them? 5 pts
Manual RA Log
Trip Ticket Usage Log
Key Issuance Log
Overage/Shortage Log
Lost and Found Log
Bank Deposit Log
Incoming Check Log
13. Explain the difference between the following holds, B, R, and O. 3 pts
B- Renewal on hand. Soon to expire. Soft hold.
R- Reg Hold- Do not rent. Reggie expired. Fine associated when rented.
O- Reg ordered. Stop hold. Do not rent. Fine associated when rented.
14. Explain the difference between these holds, N, J, W. 3 pts
N- Soft hold WS- You can rent this.
W- Hard hold WS- Cant rent.
J- Sold Car- hard hold. Cant rent.
15. Explain the difference between these holds, M, K, T. 3 pts
M- Soft Hold TB- Can rent this car
K- Hard Hold TB- Not system generated.
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T- Hard Hold TB- System generated. Broke mileage or days.

16. What are the two ways a rental car can turn into a hard hold TB (T Hold)? How would you check
this in the system? 3 pts
It breaks the mileage limit or the car breaks the days in service limit.
You can check this in vehicle profile in VAW.

OPERATING STATEMENT - 45 points

1. Test administer should have their own operating statement printed and ready to go. Give a copy
to the employee and have them review it for a few minutes. This portion of the test should be
more of an open forum than anything else.
2. Have employee explain Hertz Operating Statement? 3 pts
(Open)
The Operating Statement is your report card reflecting current month and year-to-date
activity.
3. What is the difference between revenue, expenses, and profit? Give examples of revenue and
expenses. Make sure employee can look at the statement and know what the total revenue was,
total profit, profit margin, etc. 5 pts
Open
4. What is the goal for RPD? What is the current goal for this branch? Name two ways to improve
RPD of the branch. 5 pts
Revenue per day
Open
5. Looking at this branch, tell me 3 expense areas needing improvement. What ideas would you
have to improve this area if it were your branch?
8 pts
(Open based upon Operating Statement)
6. Looking at this branch, tell me 3 things the branch is doing well.
8 pts
(Open Based on Operating Statement)

7. List 3 Pool Cost items. 3 pts

Transporter
Maintenance
Interest
Depreciation
Accidents and Workers Compensation claims
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8. What is Hertz Local Editions utilization goal? 3 pts

92% on VAW
9. How do you calculate Revenue Per Vehicle? 5 pts
RPD X Utilization X days in the month
IE. (October) 31 days X $35 X 90% = $976/car
10. What is your locations RPV? What would you do as the Manager to improve it? 5 pts
Varies, but you should be looking to ways to run tighter and increase RPD.
I.E. Rev mgmt., rate application, business mix, phones, weekend specials, etc.

REVENUE MANAGEMENT - 34 points

1. What are three key features of the Loss Damage Waiver? 5 pts
*Relieves renter of financial responsibility for the vehicle regardless of fault
*Regardless of fault
*We dont contact their insurance co.
*Bumper to Bumper coverage
*Covers up to the full value of car
*$0 Deductible
*Theft (outside CA only!!)
2. What are three features of the Liability Insurance Supplement? 3 pts
*Up to $1 million liab. coverage for the renter
*We dont contact insurance
*Protects against third party claims
*No deductible
*$100,000 against under insured / uninsured motorists *Primary

3. What are three features of the Personal Accident Insurance? 3 pts

*$2500 Accidental Medical/person
*No deductible
*$250 Ambulance Expense/person
*Covers renter in/out of car
*$175,000 Accidental Death for the renter
*$17,500 Accidental Death for the passenger
*Pays in addition to any other insurance
4. What are three features of the Personal Effects Coverage? 3 pts
*$600/person for personal items lost, stolen or damaged
*$1,800 total limit
*Covers renters belongings as well as immediate family (living with and
renter)
*Pays in addition to any other insurance

traveling with the

5. What are three features of Premium Emergency Roadside Service? 3 pts

Covers renter in case they lose their keys
Runs out of gas
Tire Issue where they would have been responsible.
Dead battery
Lockout
Travel reimbursement based on Hertz response time when the renter breaks down.
6. What are two features to the Fuel and Service Charge? 2 pts
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*No need to stop and re-fill

*Saves time

*Just let us top off the tank for you

*Convenient

7. What are two features to the Fuel Purchase Option? 2 pts

*Pre-pay for fuel in the tank
*One less stop to make before returning car
*Priced competitively
*Saves time/convenient.
8. What are the products included in the calculation of RMPOD? 8 pts (1 each)
LDW, PDW, LIS, PAI/PEC, FPO, FSC, Upsell
9.

How do RMPOD and SRPD differ? 2 pts

RMPOD includes FSC per day performance

10. The Revenue Management performance is measured on opportunity days, what are considered
non-opportunites and are not included? 3 pts
Gold rentals, rentals with over 62 days charged, when the LDW, LIS and/or PAI/PEC field is
populated with F, I or D (Free, Included, Declined), Applicant Program rentals

TELEPHONE SKILLS - 10 points

1. Never hang up the phone without a_______________________? 2 pts
Asking for a reservation and/or offering a solution
2. Why is the telephone the most important part of the rental process? 3 pts
Often the customers first contact and / or impression of Hertz
Hertz invests a lot of time and money to make the phone ring
Customers are calling to rent a car an opportunity to make them a Hertz customer for
all their rental needs.
3. What should a Hertz Representative always be doing while on the phone with a customer? 2 pts
Smile, offer to book a reservation, use the customers last name, sell the Hertz difference,
assume the reservation, qualify the customer, thank the customer
(Any of these answers are acceptable)
4. What does SMILES stand for? 3 pts
Smile
Make Eye Contact
Introduce yourself
Learn and Use the customers name.
Express Thanks
Surprise and Wow

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SAFETY 6 points
1. Name the most important workplace priority in the Hertz Corporate Safety Policy? 2 pts
Use of seatbelts
2. Name three safe driver behaviors on the Safe Driver Evaluation Sheet. 2 pts
Follows three-second rule
Watches 12-15 seconds ahead
Checks mirrors every 5-8 seconds
Minimizes time in No Zones
Maintains an escape route
Stays at or below speed limit
Reduces speed for adverse conditions
3. What is the three-second rule and when does it change? 2 pts
Maintain three seconds between you and the vehicle ahead. The need for distance may
increase when driving conditions are less than ideal.

ROLE PLAY
SALES

85 points

A. Inside Sales - 40
1.

Rent a car from walk up to completion of the rental: (You should physically go outside and use a
car, contract, etc.) 25 pts
Sales Skills:
STEP 1: Greet and Build Rapport 3 pts
o Introduced self/welcomed the customer
o Personalized the interaction (used customer's name)
STEP 2: Qualify
3 Pts
o Asked effective questions (open ended!)
o Listened Carefully
o PTL
STEP 3: Offer the Vehicle 3 Pts
o Took the customer outside.
o Sold the best car on lot as a special
o Used the info gathered in step 2 to offer upsell
o Avoid using more and other negative words.
o Top Down Selling- At least 2 upsell offers.
STEP 4: Offer Protection 3 pts
o Recommend CPP and stop.
o Know the difference between a soft and firm no.
o Top Down selling and drop down to a product after hearing a firm no.
STEP 5: Offer Other Services
3 pts
o Offer all 3 refueling options if customer declines FPO.
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o Ask about AAOs or child seats

STEP 6: Close Positively
3 pts
o Be prepared to explain all charges.
o Use confidence and control.
o Ask if the customer has any more questions at all.
Vehicle Inspection Form:

Make sure its referred to! 1 pts

AUDIT REQUIREMENTS
6 pts (1.5 each)
o PRESENTED RENTAL JACKET?
o LDW DISCLOSURE? (CA only)
o PRESENTED 3 REFUELING OPTIONS?
o REVIEWED ESTIMATED CHARGES?

B. Outside Sales- 45 total points

Choose insurance agent and 2 other scenarios, then role play - (15 points each).
1. What is most important to the following referral sources and the benefits Hertz can offer?
*Insurance Adjusters
Customer ServiceHertz has won more awards than any other rental car company

Competitive rates
Free pick-up and delivery service
Direct bill capabilities
One-way and out of state rentals w/ unlimited mileage
Well maintained and diverse fleet
*Insurance Agents
Customer service oriented / focused More awards
Direct Billing
48-hour theft waiver
One-way and out of stated rentals w/ unlimited mileage
Extended hours
Well maintained and diverse fleet
*Body Shops
Customer Service More awards
Quick pick-up service
Vehicle availability
Direct billing capabilities to insurance companies
Consistent personnel
Competition and customer choice
Partnership programs
*Dealerships
Customer Service More awards
Quick pick-up service
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Vehicle availability
Competitive internal rate structures
Billing and statement enhancements
Partnership programs
Printing of VIN #s on invoices
*Hotels
Customer pick-up and delivery service
One-way rentals out of state with unlimited mileage
Airport drop-off with Instant Return
Car collections prestige, fun, green
Hertz NeverLost Navigation
Sirius Satellite Radio
Concierge program
24 X 7, multi-lingual, AAA emergency roadside assistance
Hertz #1 Gold Club
*Corporate Account
Timeliness of transaction
Convenience
Employee professionalism
Well maintained and diverse fleet
Unlimited mileage across state lines
Competitive local rates

--------------------------------------------------------------------------------------------------------FINAL INTERVIEW Open discussion topics No points assigned

1. What qualities / skills do you feel a successful manager should possess?
(Open)
2. What motivates you? How do you feel that you could motivate others?
(Open)
3. What skills do you feel you need to work on?
(Open)
4. Who has been most influential to you at Hertz and why?
(Open)
5. Where would you like to see yourself in the next 6 months?
(Open)
6. What do you like best / least about your job?
(Open)
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Updated 7/24/2012

7. If you could change anything in the office, what would you change and why?
(Open)
8. Who helped you prepare for the HMI?
(Open)
9. What can we do to improve employee retention?
(Open)
10. How have you helped another employee improve their Revenue Management results?
11. What would you do to ensure that the employees in your branch use the sales model?

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Updated 7/24/2012