Location s 5-Step Prep-Process 1) Locate vehicle and complete Inspection. Physical Inspection Fail criteria examples 1 & 2 If Failed please send photos on the unit to HCSDamages@hertz.com 2) Arrange locally to have vehicle detailed according to Detail Program Guidelines 3) Print and post Buyers Guide on Vehicle (Provided in Reservation Email) 4) Notify Rent2Buy team vehicle is ready for the 3 day test rental Using Link (Provided in Reservation Email) *Important: $1,300 profit will be paid only if car is detailed and confirmed through the link. 1 5) Prior to opening rental contract, walk the customer to the car (like a platinum customer). Open the 3 day test rental agreement.
Detailing Program Goal To increase Customer Satisfaction and Sales by detailing ALL reserved cars prior to customer pickup Why? Customer feedback tells us that vehicle condition is one of the most common reasons a customer will cancel a reservation and give us a Detractor on the NPS scores for the Rent2Buy program. Since April 2011: All locations are REQUIRED to have every unit detailed This expense can be charged back to Car Sales For now, locations should source local vendors for the work $1,300 profit to the location is conditional to the car being detailed. (No detail, no $1,300) 2
Detailing Program Instructions 1. Print the Detailing Checklist and source local vendors that can be responsive (24hour maximum vehicle return to R2B reservation) and can complete the work accurately. 2. When a vehicle checks in with a D hold and a reservation for Rent2Buy, the location should coordinate the detailing work to ensure the vehicle is ready on time for the customer. 3. Charges are to be made on the location P-Card and charged to 2881-5383 Rules: The unit number must be included in the charge data Only Rent2Buy units are to be charged to this account $80 Max per unit spend Note: This account will be audited and violations will be subject to forfeiture of any sales proceeds, chargeback of fees and potential disciplinary measures Rent2Buy Detailing Checklist Exterior Cleaning [ ] Wheels/tires/wheel wells are degreased and cleaned [ ] Bug & tar spots removed [ ] Lower body panels are presoaked and cleaned [ ] Front grill/bumper is presoaked and cleaned [ ] Door, trunk, and engine jambs all cleaned [ ] Car is completely washed Interior Cleaning [ ] Headliner cleaned [ ] Dash & console dusted and cleaned [ ] Door panels cleaned (stains an scuffs removed) [ ] Carpet & upholstery vacuumed [ ] Carpet & upholstery spot treated and shampooed and extracted [ ] Trunk vacuumed, shampooed and extracted Exterior Detailing [ ] Paint buffed to remove scratched and oxidation [ ] Exterior Waxed [ ] All trim and molding cleaned and dressed [ ] Headlights restored and polished [ ] Taillights polished [ ] Tires and wheel wells dressed [ ] Windows cleaned streak free Interior Detailing [ ] Dash & Console Dressed [ ] Visor mirrors, rear view mirrors cleaned [ ] Windshield & windows cleaned and streak free [ ] Glove compartment cleaned and dressed [ ] Door trim and all plastics and vinyl dressed [ ] All secret compartments cleaned and dressed [ ] Leather conditioned [ ] Mats in place [ ] Odors Removed [ ] Door jambs and trim wiped down of buffing residue and dust Final Delivery Inspection [ ] Paper mat in place on driver's side floor [ ] Finger prints are removed [ ] Windows inspected for hazing 3
4 Supplemental Slides
Reservation Email from R2B system A Rent2Buy Reservation has been made for your location. The Vehicle is currently at (131011-TAMPA INTL AP). Please make arrangement to move the vehicle and prepare it for the customer. Rental Information: Reservation Number: F98824867C1 Driver: David Gordon Driver's Phone Number: xxx-xxx-xxxx Driver's Email: xxxxxxxxxxxx@aol.com Transaction Number: 97041 Rental Car Company: Hertz Company Unit #: 1398-7350572 Daily Rental Price: $49.00 Pick-up Date: 10/17/2013 5:45:00 PM Location: 743604,CLEARWATER HLE Pick-up Location: 21154 Us Hwy 19 Clearwater, FL 33765 Driving Directions: Driving Directions: Vehicle Information: Stock #: 14151451 VIN: 2C4RC1BG8DR657901 Make, Model: Chrysler,Town & Country Year: 2013 LicensePlate: 283YTU Odometer: 17,938 External Color: Silver Interior Color: BLACK,LT GRAYSTONE Price: $20,459 BuyersGuide Click here Detailing Program Instructions: Click here Print Buyers Guide Good business practice: Confirm vehicle at least 24 hours prior to pick up by using confirmation link in the email or by utilizing DBR system. If for any reason the vehicle will not be ready on time contact R2B specialist and they will work with the customer. Also, remove the Neverlost and Zibox from a vehicle prior to customer pickup. IMPORTANT NOTICE: Click here to confirm the car is ready. Make sure the following information is completed in order to receive profit for sale: Color & Mileage Detailing information 5 Condition of car Confirm Vehicle
Rent2Buy Detailing Checklist Exterior Cleaning [ ] Wheels/tires/wheel wells are degreased and cleaned [ ] Bug & tar spots removed [ ] Lower body panels are presoaked and cleaned [ ] Front grill/bumper is presoaked and cleaned [ ] Door, trunk, and engine jambs all cleaned [ ] Car is completely washed Interior Cleaning [ ] Headliner cleaned [ ] Dash & console dusted and cleaned [ ] Door panels cleaned (stains an scuffs removed) [ ] Carpet & upholstery vacuumed [ ] Carpet & upholstery spot treated and shampooed and extracted [ ] Trunk vacuumed, shampooed and extracted Exterior Detailing [ ] Paint buffed to remove scratched and oxidation [ ] Exterior Waxed [ ] All trim and molding cleaned and dressed [ ] Headlights restored and polished [ ] Taillights polished [ ] Tires and wheel wells dressed [ ] Windows cleaned streak free Interior Detailing [ ] Dash & Console Dressed [ ] Visor mirrors, rear view mirrors cleaned [ ] Windshield & windows cleaned and streak free [ ] Glove compartment cleaned and dressed [ ] Door trim and all plastics and vinyl dressed [ ] All secret compartments cleaned and dressed [ ] Leather conditioned [ ] Mats in place [ ] Odors Removed [ ] Door jambs and trim wiped down of buffing residue and dust Final Delivery Inspection [ ] Paper mat in place on driver's side floor [ ] Finger prints are removed [ ] Windows inspected for hazing 6
Standardize Work Instruction Sheet Pass or Fail Criteria for Rent 2 Buy Vehicle Eligibility Cycle Time KEY: IN PROCESS STOCK KEY SAFETY / ERGO QUALIT Y CHECK CUSTOMER QUALITY COMPONENTS Exterior Key Pass/Fail 1 2 3 4 5 No Visible Dents; Considerable, Deep Scratches Tire Condition - no spare, bald, or mismatched tires Windshield Condition - no cracks or chips Current License Plate & Inspection Sticker Poor Body Work Interior 6 7 8 9 No warning lights on vehicle Major stains on seats or floors Overall cleanilness of vehicle - items that require more than normal cleaning process Odor Update Rent 2 Buy with Vehicle Status 10 11 12 13 From Rent 2 Buy Reservation Notificiation email click link provided Enter external color Enter current mileage Update vehicle condition based exterior & interior check points above 14 Provide additional notes if vehicle listed as "good" or "cannot be rented" condition - hubcap missing, large dent on left rear door 15 Choose yes or no if vehicle is detailed. If yes, enter cost of detailing. 16 If vehicle is not available at the time of the reservation, update with new pickup date and time 7 17 Enter name of person completing the form. 18 Click "Update Reservation"
Not Acceptable Condition must be fixed prior to the test rental Warning Lights Expired Registration (X or O hold) Interior Stains 8 All R2B vehicles must be free of all holds at the time of test rental (expect D hold)
Tires & Wheels Dent & Scratches Fail Examples Continued Windshield Current Registration 9