What MT's are taught to say when you say no

You: I'm only going to be in the car for a few days.
MT: That's why I recommend our protection package. It would be cheaper to have our protection than to pay for damages out-of-pocket. I recommend it. Did you want to go ahead and add that on?

You: I NEVER take it.
MT: Why? Then you go into telling the customer exactly what would happen if the car were damaged...blah blah blah

You: I'm just going to be driving back and forth to work.
MT: Yes, and that's where most accidents occur. A car can get damaged in a parking lot just as easy as when you are driving.

You: My insurance covers it.
MT: Yes it does. Your liability may transfer over and cover our car and it may also be responsible for covering any other car in an accident. What our protection does is keep you from having to file claims on your insurance policy and possibly have to pay higher premiums. Did you want to go ahead and add that on?

You: I'm a good driver!!
MT: I'm sure you are, but not everyone is and you are responsible for all damages to our car. Even if the accident is not your fault, or the other party does not carry insurance. What our protection does is keep you from having to file claims on your insurance policy and possibly have to pay higher premiums. Did you want to go ahead and add that on?

I'm sure you get the picture by now. I hated having to lie to people in an attempt to get them to buy the "protection". Notice I didn't say insurance. That is because it's not insurance...you're just waiving Enterprise's right to file a claim on your insurance and you have to pay for it. I'm so glad I don't have to deal with that crap anymore.

I am an assistant manager at an airport branch. In the last two weeks, 3 cars have been wrecked with one being totalled. One of those customers chose our protection at 14.99/day. He was in the rental for three days. He ended up paying just over $45 dollars and caused over $5,000 worth of damage to our car, which comes out of our comp/collision reserves and ultimatley hits my commission check. He did not have to pay out a deductible and we did not file a claim. Say what you will, but it makes since to have ERAC cover a car if the customer is only going to be in it for a couple of days. The other two cars that were damaged in the last two weeks had no protection on it from ERAC. I collected a 250 and 1,000 deductible. I will agree that you should not push a customer into buying anything if he/she disagrees. However, to say that we are lying is rediculous. You obviously do not see the value in what we offer or understand how the back end of the business is run and it is a shame that you work for this company.

I know exactly how the back end of the business runs. I was a MA and decided that I no longer wanted to be part of the company. So how is it a shame that I work for the company when I told them to shove all of that DW up their arses when I was walking out of the door? And I was told to lie to customers. One of my branch managers told me to tell customers with no insurance that they HAD to take our protection. THAT SIR IS A FLAT OUT LIE. Why don't you read the disclaimers hanging on the wall at your branch. It clearly states that ERACs protection is not needed to rent a car.

How was any of that in the original post a lie? That's just giving the customer information that they may not have, granted its phrased in a way to try and sell the protection. The customer doesn't have to but Enterprise's protection to drive a car but in every state I've seen you have to have insurance if you want to drive a car. Enterprise is also a business and can refuse service. I wouldn't let anyone borrow my car if they didn't have insurance. If you can't afford insurance, chnces are you won't be able to pay me when you wreck my car. That's just common sense.

To the individual who started this thread all I have to say is "calm down"! Your manager should not have told you to lie, period. However, if I was the manager of your old branch, there is NO WAY I would put someone is a car with no insurance. If the customer with NO insurance (car insurance or credit card insurance) refused it, I wouldn't be renting to them. You obviously have NEVER had a hit to your commission checks from someone who can't pay to repair a TOTALED car. And one more thing, as the saying goes, you quit your managers, not the company. Not everyone or every branch lies to their customers. However, common sense says, that if you don't have any insurance, you shouldn't be driving a car. I know I don't take that chance with my paycheck.

Originally Posted by Unregistered

I am an assistant manager at an airport branch. In the last two weeks, 3 cars have been wrecked with one being totalled. One of those customers chose our protection at 14.99/day. He was in the rental for three days. He ended up paying just over $45 dollars and caused over $5,000 worth of damage to our car, which comes out of our comp/collision reserves and ultimatley hits my commission check. He did not have to pay out a deductible and we did not file a claim. Say what you will, but it makes since to have ERAC cover a car if the customer is only going to be in it for a couple of days. The other two cars that were damaged in the last two weeks had no protection on it from ERAC. I collected a 250 and 1,000 deductible. I will agree that you should not push a customer into buying anything if he/she disagrees. However, to say that we are lying is rediculous. You obviously do not see the value in what we offer or understand how the back end of the business is run and it is a shame that you work for this company.

SO... they take the coverage and wreck the car and then the damage comes out of the reserves and ultimately affects your commission check yet your cdw is at a higher percent because of them OR they don't take the coverage, your percentages aren't as high yet you got their deductible... it's like a double edged sword...damned if they do and damned if they don't!
Screw enterprise....that just sums it all up

That's wel selling is you idiot. If you still don't want it decline it. I left the company, but know that it is a good idea for some and others are okay without it, depends on their situation.

Originally Posted by Unregistered

You: I'm only going to be in the car for a few days.
MT: That's why I recommend our protection package. It would be cheaper to have our protection than to pay for damages out-of-pocket. I recommend it. Did you want to go ahead and add that on?

You: I NEVER take it.
MT: Why? Then you go into telling the customer exactly what would happen if the car were damaged...blah blah blah

You: I'm just going to be driving back and forth to work.
MT: Yes, and that's where most accidents occur. A car can get damaged in a parking lot just as easy as when you are driving.

You: My insurance covers it.
MT: Yes it does. Your liability may transfer over and cover our car and it may also be responsible for covering any other car in an accident. What our protection does is keep you from having to file claims on your insurance policy and possibly have to pay higher premiums. Did you want to go ahead and add that on?

You: I'm a good driver!!
MT: I'm sure you are, but not everyone is and you are responsible for all damages to our car. Even if the accident is not your fault, or the other party does not carry insurance. What our protection does is keep you from having to file claims on your insurance policy and possibly have to pay higher premiums. Did you want to go ahead and add that on?

I'm sure you get the picture by now. I hated having to lie to people in an attempt to get them to buy the "protection". Notice I didn't say insurance. That is because it's not insurance...you're just waiving Enterprise's right to file a claim on your insurance and you have to pay for it. I'm so glad I don't have to deal with that crap anymore.

Sounds like you were told to sell waiver. Odd, as that was part of your job and all.

Originally Posted by Unregistered

You: I'm only going to be in the car for a few days.
MT: That's why I recommend our protection package. It would be cheaper to have our protection than to pay for damages out-of-pocket. I recommend it. Did you want to go ahead and add that on?

Fact: This is a lie. It's not cheaper at all. If you were to pay for your insurance as much as you do for collision coverage only, you could never afford your insurance premiums.

You: I NEVER take it.
MT: Why? Then you go into telling the customer exactly what would happen if the car were damaged...blah blah blah

Fact: You should NEVER take it. It's a rip off.

You: I'm just going to be driving back and forth to work.
MT: Yes, and that's where most accidents occur. A car can get damaged in a parking lot just as easy as when you are driving.

Fact: So what? The overwhelming odds are that nothing will happen.

You: My insurance covers it.
MT: Yes it does. Your liability may transfer over and cover our car and it may also be responsible for covering any other car in an accident. What our protection does is keep you from having to file claims on your insurance policy and possibly have to pay higher premiums. Did you want to go ahead and add that on?

Fact: This is a lie. In the case of an insurance replacement, the renter's insurance ALWAYS covers collision, theft and liability. In the case of a retail rental, YOU stupid Enterprise are responsible for liability and his insurance for collision and theft will still cover the renter.

You: I'm a good driver!!
MT: I'm sure you are, but not everyone is and you are responsible for all damages to our car. Even if the accident is not your fault, or the other party does not carry insurance. What our protection does is keep you from having to file claims on your insurance policy and possibly have to pay higher premiums. Did you want to go ahead and add that on?

Fact: This is pure bullshit. If you get into a collision, there are more important things to consider other than your stupid rental. In the vast majority of cases, the police will be involved and the renter's insurance company will find out about the accident regardless. If the renter is at fault, the biggest problem is bodily injury claims, not property damage, because the other party will probably retain an attorney. Just because the insurance company doesn't have to pay for damages to your stupid rental, it still has to pay for property damage to the other vehicle, medical payments if the state is not a no-fault state, bodily injury claims for pain and suffering, et cetera.

I'm sure you get the picture by now. I hated having to lie to people in an attempt to get them to buy the "protection". Notice I didn't say insurance. That is because it's not insurance...you're just waiving Enterprise's right to file a claim on your insurance and you have to pay for it. I'm so glad I don't have to deal with that crap anymore.

Fact: Yes, you're right. You are lying and ripping off people out their hard earned money. Shame on you Enterprise!

I was never heavy handed with any customers. I would ask them 1 time if they wanted to pay for the extra coverage and if they said"no", end of story. If they said yes, I would explain it in more detail and get them on the road.
I despised the "you gotta sell dub!" mentality that ran thru our branches.