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Both commercial and household rental prospects may call your branch to inquire about renting vehicles. Each prospect type has different needs and rental requirements. Use the Incoming Phone Call Guidelines job aid every time to better identify the type of prospect you have on the line. Commercial Rental Prospects Three types of people may call your branch for commercial rates: The Infrequent Renter – This person may not have frequent business needs. If you have the truck the person needs and you provide excellent customer service, the prospect will book the reservation. The Frequent Renter – This person has an ongoing rental need and will not want to pay a higher rate. Try to make an appointment to meet the prospect in person. The Competition – This person is shopping your rate with no intention of actually renting a vehicle. To avoid a price war in the market, quote only standard rates over the phone. In order to rent, commercial customers must meet insurance qualifications by either: Providing their own commercial automobile policy with physical damage coverage and minimum liability limits of $100,000 per person/$300,000 per occurrence/$50,000 property damage or $300,000 combined single limit. The certificate of insurance should list “Enterprise Holdings, Inc., its subsidiaries and affiliated companies, and limited liability companies” as an additional insured and loss payee. Purchasing Damage Waiver and SLP. (Note: Business Travel coverage, not SLP, should be used when establishing rates and a source number for a commercial customer. $1 million of general liability or $1 million of workers’ compensation insurance (These customers must also either purchase our SLP or add the liability coverage to their existing commercial automobile insurance policy in order to qualify to rent. See the Insurance Underwriting Guidelines job aid for more information.) Note: A combined single limit of $1 million or more is preferred for commercial customers. You must become familiar with reviewing insurance information to prevent compliance and risk management issues. Review the Certificate of Liability Insurance job aid to better understand the form. Best Practices for Commercial Rental Prospects Get prospects’ names and phone numbers before you quote any rates. This way, if you get disconnected, you can call back. You can also use this information for future prospecting and earning future business. Always start with standard rates when quoting over the phone. (Remember, you can always go lower in price.) Quote the standard rate, and assume that prospects will find the rate acceptable. Then, ask for the reservation. Note: The standard rate is the group rack rate set by the GTM. Offer the Internet discount if the standard rate does not work for the prospects. Ask prospects for an appointment to meet in person to discuss their rental needs if they appear to have potential to rent but you cannot book the deal using standard rates. If you cannot schedule an appointment, go to their businesses on your marketing day. Let the prospects know that you may be able to offer a discount on the rental rate once you know more about their rental needs. Household Rental Prospects Four types of people may call your branch for household rates: referrals, current Truck customers, Internet shoppers, and the competition. The goals of your conversations with referrals and Internet shoppers are to: Make them feel comfortable. Communicate Truck’s value proposition. Handle objections. Book the rental. In order to rent, customers: Must be at least 25 years of age to drive the vehicle. Must pay a fee for additional drivers. Must meet group standards for payment and underwriting guidelines. Are not required to show proof of insurance. Note: If customers have no insurance and do not want to take our coverage, we are still required to rent the vehicle to them. Best Practices for Household Rental Prospects Get prospects’ names and phone numbers before you quote any rates. This way, if you get disconnected, you can call back. Guide prospects to the Personal Use section of the Enterprise Truck Rental web site, and explain the variety of vehicles pictured. Explain the hours of operation, Saturday hours, vehicle return process, and after-hours return process. Avoid using jargon, e.g., truck weight specifications. Talk in terms of the number of rooms of furniture that a vehicle can accommodate. To develop your phone handling skills, complete the Certificate of Liability Insurance Assignment and the Phone Handling – Observe and Practice Assignment. Then, complete the Pickups and Deliveries section of this module.