Term
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Definition
| To become the global leader in mobility and equipment solutions. |
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Term
| What is the Hertz mission? |
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Definition
| To be the lowest cost, highest quality and most customer focused rental company in every 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. |
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Term
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Definition
P: Passion & Professionalism
R: Respect & Responsibility
I: Innovation & Integrity
D: Diversity & Discipline
E: Excellence & Execution |
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Term
| What does SMILES stand for? |
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Definition
S: Smile
M: Make eye contact
I: Introduce Yourself
L: Learn and use our customer's name
E: Express Thanks
S: Suprise and Delight |
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Term
| How can you deliver the WOW? |
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Definition
Personalize the service - providing something relevant to the customer's needs.
Give above and beyond service. |
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Term
| What are the five steps in the rental process? |
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Definition
1) Greet and build rapport.
2)Qualify the customer by asking open-ended questions to determine customer needs.
3)Offer vehicle upsells, optional services and products.
4)Complete and print the rental agreement for the customer's signature.
5)Thank the customer. |
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Term
| What service gives free ski/snowboard racks and child seats? |
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Definition
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Term
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Definition
| Rental Rate subject to increase if you return car more than 24 hours before or 24 hours after scheduled Return Time. Late returns beyond 30 minute grace period may be subject to extra hour and/or extra day charges. |
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Term
| What is the number for Emergency Roadside Service (ERS)? |
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Definition
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Term
| Definition of multi-month rental program |
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Definition
| In US, applies to Retail rentals from 63 days up to 11 months in length that are billed monthly by the OKC Administrative Center. The customer is NOT required to return to a Hertz location until the conclusion of the rental. Therefore, the vehicle assigned at time of rent must be available for the full period (up to 11 months). |
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Term
| What are the three categories of credit identification accepted by Hertz. |
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Definition
| Hertz Charge Cards - Hertz Charge Cards have been issued |
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Term
| What must counter personnel check on the driver's license before they rent the car? |
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Definition
| Counter personnel must verify that the name printed on the front of the card by the manufacturer and the signature on the back of the card corresponds with the person renting the vehicle. |
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Term
| Dream Cars customers must present how many forms of identification? |
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Definition
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Term
| Can you split between two credit cards? |
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Definition
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Term
| Who are accomodation discounts and VIP upgrades given to? |
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Definition
| specific valued clients, travel partners, and sales accounts of Hertz/DTG/Firefly. |
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