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SIXT CREDO

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WHAT SHOULD BE INCLUDED IN THE BRIEFINGS?

AFTER THE VIDEO, THE TEAMS HAVE 5 MINUTES TO REPORT WHAT IS WRONG. WINS THE ONE WITH THE MOST FACTS

TRUE OR FALSE WHEN A CUSTOMER HAS A PROBLEM, WE MUST PROVIDE THE CUSTOMER SERVICE EMAIL

STEAL THE HOUSE CHALLENGE A TEAM TO A SCENARIO. IF THEY FAIL TO SOLVE IT, NOT ONLY YOU WIN THIS HOUSE BUT YOU ALSO STEAL ONE OF THEIR HOUSES

CHALLENGE IT'S TIME FOR... IT'S ALL A MISUNDERSTANDING

TRUE OR FALSE WE SHOULD TREAT FAMILIES WITH CHILDREN WITH SPECIAL CARE, BUT ALLOWING THEM TO SKIP AHEAD OF OTHER CUSTOMERS SHOULD BE AVOIDED TO PREVENT UPSETTING OTHER CUSTOMERS.

WHAT TO DO? 3 CUSTOMERS PAY ON ARRIVAL (A, B AND C) WITH THE FOLLOWING SCENARIOS: CUSTOMER A - 2 HOURS BEFORE THE PREDICTED TIME. THE RESERVATION IS FOR AN EDMR ONLY A CDMR IS AVAILABLE. CUSTOMER B - 2 HOURS AFTER THE PREDICTED TIME. THE RESERVATION IS FOR AN EDMR ONLY A CDMR IS AVAILABLE. CUSTOMER C - ARRIVES 2 HOURS AFTER THE CLOSING TIME OF THE BRANCH. THE RESERVATION IS FOR AN EDMR ONLY A CDMR IS AVAILABLE.

TOUCH TURN TALK

WHAT TO DO?THE CUSTOMER EXPECT A SPECIFIC MODEL THAT IS NOT AVAILABLE.

TRUE OR FALSE IT IS IMPORTANT FOR US TO RESERVE SOME TIME BEFORE THE START OF THE SHIFT TO GET INTO THE RIGHT MINDSET

TRUE OR FALSEWE SHOULD CHECK THE UNIFORMS OF THE SIXT STAFF, BUT ONLY THOSE WHO HAVE DIRECT CONTACT WITH THE CUSTOMERS

WHAT TO DO? YOUR CUSTOMER HAS RECEIVED THE RENTAL AGREEMENT FROM ANOTHER CUSTOMER

CHALLENGE 3 STATIONS HAVE RESTRICTED ACCESS DUE TO ROADWORKS. WHAT SHOULD YOU DO? STATION A) ROADWORKS FOR 3 DAYS STATION B) ROADWORKS FOR 3 WEEKS STATION C) ROADWORKS FOR 1 MONTH

STEAL THE HOUSE CHALLENGE A TEAM TO A SCENARIO. IF THEY FAIL TO SOLVE IT, NOT ONLY YOU WIN THIS HOUSE BUT YOU ALSO STEAL ONE OF THEIR HOUSES

#1 EACH TEAM CHOOSES A COLOUR: AZUL - VERDE - AMARELO - ROSASYHEY WILL BE ASSIGNED AN IDENTIFICATION TOKEN MATCHING THEIR COLOUR#2 PLACE THE TOKEN OF ALL TEAMS AT THE STARTING POINT 'READY? ACTION, GO!'#3 IN TURNS, EACH TEAM ROLLS THE DICE AND MOVES THEIR TOKEN TO THE CORRESPONDING SQUARE (SKIP THE SQUARES THAT ALREADY HAS HOUSES)#4 EACH SQUARE WILL SHOW A QUESTION. TO WIN THE SQUARES YOUR TEAM NEEDS TO ANSWER CORRECTLY TO THE QUESTION AND PRESENT THE MOST SUITABLE CARD FROM THE SIXT PLAY BOOK DECK. AFTER WINNING THE SQUARE YOU CAN PLACE A HOUSE OF THE SAME COLOUR OF YOUR TOKEN TO MARK IT AS YOURS. #5 IF A TEAM ANSWER INCORRECTLY TO A QUESTION, YOU CAN STEAL THEIR HOUSE! JUST PRESENT THE MOST SUITABLE CARD FROM THE SIXT PLAY BOOK DECK AND SCREAM "CREDO". IF YOUR ANSWER IS CORRECT, THE SQUARE IS YOURS!! #6 IF A TEAM ANSWER INCORRECTLY TO A QUESTION AND NO ONE CORRECTS THE TEAM, THE SQUARE BELONGS TO EVERYONE. PUT A HOUSE FOR EVERY TEAM PRESENT. THE GAME ONLY ENDS WHEN ALL THE HOUSES ARE OCCUPIED. IN THE END THE TEAM THAT HAS CONQUERED THE MOST NUMBER OF HOUSES WINS GOOD LUCK!!

WHAT ARE THE SPECIAL BENEFITS FOR DIAMOND CUSTOMERS?

IS THIS CORRECT? 'WELCOME TO SIXT. I AM FILIPA. DO YOU HAVE A RESERVATION?"

TRUE OR FALSE ALL VIPs MUST BE RECEIVED BY THE BRANCH MANAGER

TRUE OR FALSE COUNTERS MUST BE CLEAN, WITH NO VISIBLE CABLES OR PERSONAL ITEMS. RENTAL SALES AGENTS CANNOT HAVE MORE THAN ONE BOTTLE OF WATER ON THE COUNTER FOR PERSONAL USE.

TRUE OR FALSE WE DON'T NEED TO CHECK THE CUSTOMER'S ID, JUST THE DRIVING LICENSE

WHAT TO DO? THE CUSTOMER RETURNS TO THE BRANCH AND COMPLAINS ABOUT THE NUMBER OF DAMAGES PRESENT IN THE CAR.

ACTIONS SPEAK LOUDER THAN WORDSPICK A CAR KEY AND GIVE THEM TO ONE OF OUR COLLEAGUES MIMICKING "THE GESTURE"

TRUE OR FALSEWHENEVER A CUSTOMER WAITS MORE THAN 15 MINUTES THEY RECEIVE FLEXI FUEL AS COMPENSATION

WHAT TO DO? CREDIT CARD LIMIT IS NOT SUFFICIENT TO COVER DEPOSIT OF UPGRADE

TRUE OR FALSE NOWADAYS THERE IS NO NEED TO FOLLOW THE CUSTOMER TO THE PARK AND EXPLAIN THE CHARACTERISTICS OF THE CAR AS THEY ARE ALL VERY SIMILAR

SIXT DOWNTOWN 55 RESERVATIONS | 40 DROPS | 30 PARKING SPOTS HOW MANY AUDITS NEED TO BE CONDUCTED?

WHAT TO DO? CUSTOMER'S DRIVING LICENSE IS FROM PEOPLE'S REPUBLIC OF CHINA AND DIGITAL

CHALLENGEEACH TEAM WILL WORK ON TWO OF THE CUSTOMER JOURNEY (arrival&waiting|counter&car pickup|car return&post rental) AND PRESENT: 1) What are the most important SOP`s and responsibilities of me as an RSA along theselected steps?2) What can you do to create the best customer experience possible? (please referenceto the SOP's)3) Which roadblocks might occur? (20 min to prep)

A VIP CUSTOMER DELIVERS THE CAR AT 10PM AND COMPLAINTS ABOUT THE SERVICE, AND THE BRANCH MANAGER IS NOT PRESENT. HOW MANY HOURS DOES THE BRANCH MANAGER HAVE TO CONTACT THE CUSTOMER?