General Reservation T2 Non Profile Quality Assurance Form

Attributes Expectations Points

Total 8
 Brand name and agent name (includes restating agent name) 2
Greeting  Rental advisor (or similar) 2
 Asked for AND used caller’s name throughout call appropriately 2
 Assured help 2
Total 20
 Used IVR information correctly and thanked caller for using IVR system 3
 Rental details (location(s)/dates/times) and verified when necessary 4
Discovery
 Asked caller for profile or discounts (using the correct discount). 3
 Trip details (number of passengers/travel requirements/ancillary) 3
 Mandatory Requirements (Driver’s License check, age, Major/Debit CID) 4
 1st offer to Add Value. Use Drawer Logic to offer appropriate ancillary 3
bundle, product(s) or coverage(s) Use probing questions/trip details
Total 16
 Recommended appropriate size car (Featured Car 1st) and offer alternative 4
car size with an upsell if featured car is declined
Solution  Offered PayNow as 1st offer and advise no show/cancellation disclosures 4
 Correctly quoted rate (est, total, daily rate, taxes, fees, miles, disc, coupon) 5
and Proactive offer to book.
 2nd offer to add value with benefit statement (Ancillary Bundle package) 3
Total 9
Address  Acknowledge concerns, ask additional probing questions 3
Concerns  Proactively offered solution, use tools 3
 Showed commitment to get booking 3
Total 16
 Name and email (verified spelling) 3
 Phone/cell and Offer SMS/text (verify) 3
Close  Flight information (if applicable) 2
 Payment (cid type , PayNow: full credit card/exp date/address for pay now) 2
 Recap (reservation details) 4
 Brand name, thank caller, personalize close and offer survey (NPS Script) 2
Product/ Total
Policy & 13
Technical
 Used product, policy and technical knowledge effectively 6
Effectiveness  Followed system prompts, including drawers, pop-ups, and help system 7
Total 18
 Use “Call Flow” and follow proper steps 5
 Use natural language (does not sound scripted) and use correct grammar 4
Professional  Use rapport-building techniques and pleasant tone (polite/professional 4
Delivery language and courtesy words, addressed customer by preferred title)
 Respond appropriately to customer throughout call (Listening Skills) and no 5
unnecessary holds or delays that prolong call (includes pace) and
apologized/empathized when warranted
Form Total /100

Last Updated 12/11/2019