1 Greeting: Thank you for calling (Enterprise/Alamo) my name is_(your name).

would you like to

pick up your car on (CAP and confirm the address and if you have them, also date)? If not ask for
the zip code and offer the first option/ where would you like to pick up your car?

2. Location Pick up and drop of at the same location, correct? (if not change the location)

3 . Date and time: May I have your pickup date and time? What about the return date and time?
(If you have it on CAP just confirm)

4. Vehicle: A you looking for a car, an SUV or a minivan? (Listen carefully to offer the appropriate

vehicle. Mention the model that appears on the system and member to mention SIMILAR)

Let me check availability and check on car classes if the war they want is available

If we don't have availability Mam/sir, please check the website every time you can for availability

5. Qualifications: Are you 25 with a valid driver license? (If the customer is under 25, mention the
young renter fee policy. Driver license must be valid for the entire rental period) Payment method.
Are you using a mayor credit card, or a debit card attached to a bank account?? (If the cx wants
to pay with Debit card go to rental requirements and check the policy)

Home City- DL from the same state of within 50 miles from the rental branch

Airport- Flight information

7-Assume the sale. Thank you, so I have (type of car) it gonna be like -- or similar, it comes with
unlimited/limited milage and the estimated total charges with fees and taxes included is dollars
with -- cents, I can hold this car with your driver license number, can I have it?

8.Overcome objections: 1. We can leave this reservation as a backup plan. 2. You will be able to
still shopping around, if You can get a better rate You can give us a call back 3. We can book this
reservation just to make sure that You will have a car available for those days. 4. We don "t take
any payment information, We can book it to lock this rate excellent rate for you

9. Profile If the customer has a profile: (If you couldn't find the profile ask "Have you rent with us
before?" if yes, keep looking with name and confirm address and email, if no create a profile.
Thank you for that information, we appreciate your loyalty.

10.Email If sending the email: Make sure to check the email Im sending to your email with the
deposit amount information and the renter requirements.

11.Extra help/future reservations: Any future reservations?.

12. Closing: Thank you for choosing (brand) I will send you to my 5 seconds survey.
1- GREETING. Hello, Thanks for calling National! This is ____. May I have your Emerald club
number?

2- CONFIRM PROFILE Perfect, I got your account. Just to confirm may I have your name?

3- LOCATION Awesome. So, tell me Mr/Mrs (_) At what location would you like to get your new
rental?

4- CONFIRM LOCATION FOR PICK AND DROP Just to confirm, you want to pick up and drop of at
thesame location?

5- ASK DATES AND TIMES Great. And for what date and time do you need it? And what about the
drop off date?

6- ASK FOR TYPE OF VEHICLE / ISLE thank you par, so what type of car are you looking for? Like a
car, suv or minivan? Or you just want to use the isle? Isle solo para members:

Emerald

Executive

Executive elite

Check availability

7- ASSUME THE SALE Thanks... so i have this car for you, it gonna be like this one or similar, it
comes with unlimited/limited milage and the price would be for the entire reservation (amount
with fees and taxes) and I can book it with the confirmation of your email address

8- CONFIRM PAYMENT METHOD (no ask) Thank you, so just to confirm are you gonna be using a
major credit card, right? That's perfect.

9- CONFIRM INFORMATION OF RES Okay. I'm sending you all this information to your email
including the renter requirements and the deposit information.

10- Extra help/future reservations: Any future reservations?

11-CLOSING Perfect, thank you for choosing National, mx cx, and have a wonderful day,