Company Onboarding: Day 1 Overview

Day 1 - Introduction and Getting Acquainted with the Company

• The goal for the first day is to get familiar with the company, its employees, their roles, the company structure, the type of clients, and the products offered.
• Candidates are provided with the company's working tools: Gmail, TOPRENTAPP, and AMO CRM requiring them to log in to each.
• There is available video instruction (Video A1) for logging into each tool.
• The day's plan includes introductions, training overview at 10:00-10:30, independent study from 10:30-13:00, and a mini-test from 16:00-17:00.
• Check on access to all tools after which a Zoom/Meet call is scheduled for personal introduction to the Curator (Buddy) at 9:00-10:00am
• The day ends with a review of the quiz, and potential situational questions at 17:00-17:45
• The workday concludes at 18:00.

Company Information

• Laflei Service SL operates under Spanish jurisdiction, located at Calle Mayor De Triana 102, 35002, Palmas G Canaria, Spain.
• The company has been in the market for over 10 years, specializing in luxury services
• Laflei Service SL has sub-brands that include Billion Rent, Billion Travel, and Rent Luxe Car.
• The company's official website is rentluxecar.com
• The company's fleet includes luxury brands like Ferrari, Lamborghini, Bentley, Rolls Royce, Porsche, BMW, Mercedes, McLaren, and Maserati.
• The fleet is company owned providing a competitive market advantage.
• Renting a car is more about emotional enjoyment, status and exclusivity and not simple transport
• The company offers luxury, comfort, and a personalized approach, not limiting themselves simply cars or flights

Company Values

• Exclusive Service: Offering modern cars and a level of service that meets VIP client expectations
• Saving Time and Comfort: Providing quick solutions from car selection to document processing
• Ease of Booking: Providing flexible payment options, quick solutions for requests and deposits

Why This Company Excels

• Updated Car Fleet: New models of luxury cars kept in excellent condition
• High Reaction Speed: Quick responses to client requests, valuing their time
• Personalized approach: Personalized customer support, creating unique offers
• Wide range of services providing full services and solutions including transportation, tours and flights beyond just car rental High levels of trust and reputation, positive reviews and customer loyalty

Customer Interaction Examples

• Promptly respond and show respect for customer's time.
• Provide personalization to address customer needs and requests, using personal name
• Emphasis is placed on the advantages of new cars, service levels, convenience, and exclusivity.
• Create an emotional connection, selling an experience not just a product.

Streamlining Customer Service

• Ensure a seamless and easy process without unnecessary steps
• Reflecting VIP status is important, using appropriate and refined language to show a value for prestige

Company Structure

• Rent Luxe Car is composed of different departments
• Employees have varied roles

Department Overview

• Administration manages work processes and access.
• Accounting handles financial matters, including payments and fines.
• B2B manages partnerships and interactions with suppliers.
• Marketing focuses on the company’s image and customer acquisition.
• Logistics manages the fleet, deliveries, and drivers.
• The sales department oversees transactions

Sales Department Structure

• The Sales Department includes SDR managers (Sales Development Representatives)
• Includes the Sales managers
• SDR representatives are responsible for the initial customer contact and have 3 key responsibilities:
  • Processing incoming requests to clarify details like car type, rental period, and budget
  • Qualify the Request: gather required data and needs
  • Transferring qualified applications into the CRM system with key tags and details

Sales Manager Responsibilities

• Sales managers will then engage with the customer immediately after qualification of lead to offer a vehicle option
• Quick evaluation of new applications to pair ideal choices quickly
• A sales manager must increase sales, attract and retain customers to provide high levels of satisfaction
• Building relationships with customer for repeat services is key to the service.

Sales Manager Functions

• Consult with Clients: Provide information on rental terms, prices, and services.
• Assist vehicle selections, based on each customer
• Manage agreements, payments and deposits
• Support clients during time of rental
• Promote additional services, such as a personal driver or VIP service.
• Work with corporate and VIP clients

Post Sales Activities

• Coordinate delivery and return vehicles
• Monitor vehicle condition pre-post rentals
• Managing customer care issues around accidents, damages etc

Client and CRM Management

• Maintains long term relationship building with clients
• Continuous follow ups with recommendations around offers
• Analysis of trends to optimize services

Required Skills

• Communications
• Sales background and negotiations know how
• Understanding of luxury auto space
• CRM/MS Office experience

Core Values: Clients

• The firm wants to produce an engaging and helpful luxurious experience
• Retention Manager is the management of previous customer relations
• Their goal is to target and build relations with VIP and HNW clients
• The firm targets high revenue customers

Types of Client Segment

The type of client is not as important providing excellent, and luxurious customer service:

• VIP customers
• Tourist
• Social Media Influencers
• Newly Weds
• Car Enthusiast
• Corporate Clients

Key Client Points

• Key requirements for individual clients are:
  • Personalization
  • Exclusivity
• Key requirements for social media clients are:
  • High resolution content
  • Symbiotic partnerships for cross promotional ability
• Key requirements for corporate clients are:
  • Punctuality
  • Adaptability

Customer Journey

• Customer will navigate on third party channels such as social media to the firms website
• The assigned SDR representative then gathers the requirement for the client and moves them along the internal pipeline
• Internal communication is then managed from the sales team through What's App
• The firm then prepares the legal and monetary requirements for each order
• The vehicles are delivered by firm managers and staff to ensure standards are met
• Vehicle condition and customer expectations are checked
• Payment processes occurs, as well as contract signing

Introduction to Laflei Service SL, its structure, clients, and products. New hires receive access to essential tools like Gmail, TOPRENTAPP, and AMO CRM with video guidance. The day includes introductions, independent study, a mini-test, and a review with situational questions.