August 2014

Cover Story

How to Rent to Credit-Challenged Customers

by Jim Tennant

With an understanding of the risks and with proper qualification protocols, cash and debit card rentals can be done successfully.

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How to Effectively Answer the Phone

By Pat The Trainer

Proper protocol during the initial phone call can mean the difference between a new valued customer or lost business.

How to Buy Cars From Your Local Dealer

By Joe Lyons

A local dealer can be a great source for spot buys — if you know how to manage the deal.

How to Implement an Incentive Plan

By Sharon Faulkner

A well-structured incentive plan not only rewards your employees for their achievements but also improves your bottom line.

How to Speed Up the Rental Counter Process

By Amy Winter

Five car rental operators share tips on how to speed up the check-in and check-out process without cutting corners on customer service.


Study Grades Credit Card Auto Rental Insurance Coverages

By Amy Winter

CardHub report finds that types and levels of coverage vary greatly by card; American Express named as having the best coverage.

Car Rental Q&A: How Can I Establish a Monthly Goal-Setting Process for my Sales Team?

By Frontline Performance Group

An operator asks for tips when creating a monthly goal-setting process for his rental company's sales and service staff.

Class Lessons: Learning from Class Actions

By Wesley D. Hurst and Leslie Pujo

Rental car companies should consider lessons learned from past class-action lawsuits and how they apply to changing technology.

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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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