September/October 2004

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Creative Strategies for Overcoming Customer Objections

By Ken Stellon

This three-step action plan can help your frontline team establish greater rapport with customers so they’re more receptive to optional products and upgrades at the counter and over the phone.

A Q&A With DTG President and CEO Gary Paxton

By Cathy Stephens

Gary Paxton has served as president and CEO of Dollar Thrifty Automotive Group since October 2003. ARN recently interviewed him about the industry's progress in the airport market.

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Auto Focus Blog: A blog covering fleets, auto rental and the business of cars

Why Do We Visit Capitol Hill?

Members of the American Car Rental Association met with U.S. senators, representatives, and their aides last week. Here’s why bringing the message to this forum matters.

The Customer Isn’t Always Right

Not caving to a customer with a blatant agenda may have consequences, especially for a small rental company that relies on stellar Yelp ratings to advertise. But business integrity must prevail.

The Truth Behind Compact Van Depreciation

Why are large van values holding up better than their compact counterparts, and will it last?

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