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Running Head: ENTERPRISE
Jennifer Franklin-Robison Chelsea Lumm Jenna McClellan Timothy Robinson III
Central Michigan University
April 16, 2015
ENTERPRISE 2
Table of Contents
Summary……………………………………………………………………………………….…4Introduction to Enterprise………………………………………………………………………4Enterprise Company Culture…………………………………………………………...………5Project Scope………………………………………………………………………..……………6
Significance…………………………………………………………………….…………6Steps to Gather information…………………………………………………………….7
Management Trainee Interview and Evaluation Process………………………………..……7Step1. Online Application……………………………………………………………….8Step 2. Phone Screening…………………………………………………………………9Step 3. First Interview……………………………………………………………...……9First Interview Evaluation………………………………………………………….….10Step 4. Branch Observation…………………………………………………...……….10Second Interview……………………………………………………………….……….11Second Interview Evaluation………………………………………………….……….12Step 5. Third Interview………………………………………………………………...12Third Interview Evaluation……………………………………………………...…….13
Site Visit and Interview with Patti Lis…………………………………………………...……13Patti’s Definition of a Successful Management Trainee………………………...……13Other Questions…………………………………………………………………...……14
Interview with Management Trainees………………………………………………...………14Interview with Management Trainee Molly Mason…………………………….……15Interview with Management Trainee Steven Beudouin ………………………..……16Who Was The Successful Management Trainee…………………………………...…16Critical Factor of Success………………………………………………………………17
Interview with Talent Acquisition Specialists…………………………………………...……18Interview with Talent Acquisition Specialist Mike Proulx………………………..…18Interview with Talent Acquisition Specialist Al Reyes-Rivera………………………19Conclusions………………………………………………………………………...……19
Management Trainee Interview and Evaluation Process Assessment………………………20Competencies Questioned On Vs. Evaluated On…………………………………..…20Competencies Changing From Interview to Interview………………………………21Lack of Competitiveness…………………………………………………………….....21
Interview with Tori Stevens……………………………………………………………………22Tori’s Responses……………………………………………………………………..…22Conclusions From Tori’s Interview………………………………………………...…23
Interview with Quicken Loans Recruiter……………………………………………………..24Quicken Loans’ Culture………………………………………………………………..24Quicken Loans’ Interview Process…………………………………………………….24Quicken Loans’ Competencies…………………………………………………………25Conclusions……………………………………………………………………………...25
Final Recommendations………………………………………………………………………..25Additional Recommendations………………………………………………………….26
References…………………………………………………………………………………….…28Appendix A…………………………………………………………………………………...…29
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Management Trainee Job DescriptionAppendix B……………………………………………………………………………………...31Management Trainee Minimum Criteria and QualificationsAppendix C……………………………………………………………………………………...32Management Trainee Interview Process Progression RatiosAppendix D……………………………………………………………………………………...33Management Trainee Phone ScreenAppendix E……………………………………………………………………………………...35Management Trainee First Interview QuestionsAppendix F…………………………………………………………………………………...…38Management Trainee First Interview EvaluationAppendix G……………………………………………………………………………………...41Management Trainee Branch Observation ChecklistAppendix H……………………………………………………………………………………...43Management Trainee Second Interview QuestionsAppendix I………………………………………………………………………………………47Management Trainee Second Interview EvaluationAppendix J………………………………………………………………………………………49Management Trainee Third Interview QuestionsAppendix K……………………………………………………………………………………...54Management Trainee Third Interview EvaluationAppendix L……………………………………………………………………………………...56Interview Questions for Patti LisAppendix M……………………………………………………………………………………..57Sales MatrixAppendix N……………………………………………………………………………………...58Interview Questions for Management Trainees Molly and StevenAppendix O……………………………………………………………………………………...59Sales Matrix for Lansing BranchAppendix P……………………………………………………………………………………...60Interview Questions for Talent Acquisition Specialist Mike ProulxAppendix Q……………………………………………………………………………………...61Interview Questions for Talent Acquisition Specialist Al Reyes-RiveraAppendix R……………………………………………………………………………………...62Competencies Questioned On Vs. Evaluated OnAppendix S………………………………………………………………………………………63Competencies Changing From Interview to InterviewAppendix T……………………………………………………………………………………...64Education and Employment Background for Tori StevensAppendix U……………………………………………………………………………………...65Interview Questions for Tori StevensAppendix V……………………………………………………………………………………...66Interview Questions for Quicken Loans Recruiter
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Summary
Central Michigan University’s College of Business offers students a hands-on experience
with successfully operating businesses. A client project for Management 447: Personnel
Selection & Evaluation, paired a student group, Team Enterprise, with Enterprise Rent-A-Car in
an attempt to assist with a project Enterprise conceived regarding the hiring of Management
Trainees.
Patti Lis, Vice President of Human Resources at Enterprise, functioned as the main point
of contact. To acquire the information needed to complete this report, the student group worked
with Patti and her team of Talent Acquisition Specialists. The following report explains the
progression of the project from the initial point of contact to final recommendations given by
Team Enterprise to Enterprise Rent-A-Car.
Introduction to Enterprise
Enterprise Rent-A-Car, hereafter referred to as Enterprise, was founded by Jack C.
Taylor. He named the company after an aircraft carrier he was stationed on during WWII. Jack
believed there was a need for rental car service, which he started out of a dealership he worked
for. However, Jack believed in more than just loaning a person a car; Jack founded the company
on the basis of taking care of his customers, taking care of his employees, and allowing the
profits to follow. Today Enterprise is the largest car rental brand in North America with locations
in every state and worldwide. Many cities have more than one location and there are seven
thousand airport locations (Enterprise Holdings, 2015).
Enterprise provides a vehicle to those who are in need due to auto accident, theft,
maintenance, and travel, leading Enterprise associates to facilitate business relationships with
insurance agencies, automobile dealerships, detailers, mechanics, hotel accommodations, and
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body shops. Enterprise contracts a great deal of insurance centered commerce; should a client
need a vehicle due to an auto accident, Enterprise assists the client in exploring their insurance
coverage to see if it offers compensation toward automobile rental while the permanent
automobile is being repaired or a new vehicle is purchased. An opportunity to up sell a customer
over the amount the insurance company will cover leads to additional profit for Enterprise and
incentives to the individual that facilitates the transaction (Enterprise Holdings, 2015).
Enterprise Company Culture
Enterprise’s culture is highly competitive coupled with a positive work environment.
Enterprise emphasizes good relationships and clear communication, making sure to
communicate clear goals and expectations, offering encouragement, praise, and recognition.
Enterprise introduces the importance of a positive work environment in their mission statement:
“To provide our employees with a great place to work” which is the third objective listed in
Enterprise’s mission statement. Company values include similar objectives, “Our company is a
fun and friendly place where teamwork rules” and “Our doors are open.” The competitive spirit
at Enterprise is observable and contagious. This is a sentiment communicated by employees, and
is even printed on literature. The mission statement begins with the words,“To be the best”
followed by “To exceed”. It’s not a surprise that a number of employees at Enterprise are former
college athletes (Enterprise Holdings, 2015).
Enterprise is highly decentralized, operating through regional subsidiaries in which
Branch Managers have significant responsibility and ultimately report to general managers, who
are also offered a great deal of autonomy. Managers at Enterprise motivate employees through
informal competitions and recognition. Enterprise appreciates that competition is a motivator and
motivation is personal to each individual. Motivated employees are performing employees and
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Enterprise is a performance-based company, it is essential that employees perform ardently and
in turn, that performance is handsomely rewarded and recognized (Enterprise Holdings, 2015).
Project Scope
Team Enterprise was asked to design interview questions which will be most predictive
of hiring a successful Management Trainee at Enterprise Rent-A-Car.
Significance
There is a high level of importance in hiring a Management Trainee that will be
successful. The Management Trainee position is the only full-time position that is hired
externally; Enterprise promotes primarily internally, unless the need cannot be met internally.
Every employee, at every level of management, started as a Management Trainee. Since
Enterprise promotes exclusively within, each time they hire a Management Trainee, they need to
see that individual as having the capacity to take on larger roles in the company. Enterprise does
not hire Management Trainees with the intention of them remaining Management Trainees
longer than 12 months. The potential career path for a Management Trainee is to be promoted to
a Management Assistant, then to an Assistant Manager, and then to a Branch Manager. From the
Branch Manager position the employee has the to opportunity to be promoted to Car Sales,
Commercial Truck, Fleet Management, Business Rental Sales Executive, or Area Manager. If an
employee is promoted to an Area Manager, the employee could then be promoted to a Group
Rental Manager, then a Regional Vice President, and to continue to a Vice President/General
Manager. Each promotion in upper management has about eleven consequential promotions as a
result. Hiring successful Management Trainees is crucial for Enterprise to be able to stay true to
their value of internal promotion; they must have a substantial internal talent pool to be able to
promote from.
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Steps to Gather Information
The first step Team Enterprise took to begin addressing the project scope was to become
knowledgeable of Enterprise’s current interview and evaluation process for the Management
Trainee position. Next, Team enterprise made a site visit to a Lansing, Michigan Branch to get
Patti Lis’ definition of a successful Management Trainee and gather some more information
regarding the position. While at the Lansing location, Team Enterprise also interview two
Management Trainees, one successful and one not so successful, to try to determine critical
factors of success. Since Talent Acquisition Specialists recruit for the Management Trainee
position, as well as conduct the First Interview and Phone Screen, Team Enterprise felt it was
important to meet with them to gather there input as well. After Interviewing the Enterprise staff,
Team Enterprise sought out to interview Tori Stevens as a Subject Matter Expert in the interview
process. Following the interview of a Subject Matter Expert, Team Enterprise also interviewed a
Recruiter from Quicken Loans; Patti had identified Quicken Loans as one of Enterprise’s top
competitors in recruitment of talent. Team Enterprise next researched the difference between
being results drive and competitiveness, as well as successful competitiveness-based behavioral
interview questions.
Management Trainee Interview and Evaluation Process
Team Enterprise investigated the Management Trainee interview and evaluation process
to gain an understanding of the current selection process Enterprise utilizes for the Management
Trainee position. A selection process is “the process of assessing and evaluating people for
purposes of determining the likely fit between the person and the job” (Heneman III, 371).
Enterprise employs a comprehensive interview process that allows both parties to be examined.
The applicant is able to examine Enterprise and Enterprise examines the applicant. A job
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description for the Management Trainee position can be found in Appendix A. The
comprehensive interview process for a Management Trainee includes several steps, outlined
below:
Step 1. Complete online application.
Step 2. Preliminary phone screen with Talent Acquisition Specialist or on-campus
interview.
Step 3. Interview at Regional office with Talent Acquisition Specialist.
Step 4. Branch Observation and Interview with Area Manager and Branch Manager at a
Branch office.
Step 5. Interview with Regional Vice-President at Regional office.
Step 1. Online Application
Every applicant must fill out an online application in order to be considered for a
Management Trainee position with Enterprise. Whether the applicant is an employee referral, the
applicant met a Talent Acquisition Specialist at a career fair, or the applicant found the job
posting on a job board, an online application is still required. The online application gives the
applicant an opportunity to upload a resume or connect with LinkedIn, but neither is mandatory
to proceed. The application asks for all the information any other standard application would ask
including the following: address and contact information, minimum salary requirements,
availability to work, education history, employment history, awards received, relative training
and skills, other interests, whether the applicant has worked for Enterprise or applied in the past,
is the applicant authorized to work in the United States, does the applicant have a valid driver’s
license, and whether the applicant is 18 years or older. The Enterprise Management Trainee
Online Application is easy to navigate, includes a “job cart” function that allows the applicant to
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apply for multiple positions, has a resume builder feature that allows information to be imported,
and gives the applicant the ability to create a profile, which are all characteristics of a high-
impact website (Heneman III, 2012). The main purpose of the application is to determine if the
applicant meets the minimum criteria for the Management Trainee position, these minimum
criteria can be found in Appendix B.
Step 2. Phone Screen
Approximately 30.19% of applicants get selected from the application pool for a Phone
Screen with a Talent Acquisition Specialist (see Appendix C). A copy of the Management
Trainee Phone Screen can be found in Appendix D. The purpose of the Phone Screen is to be
sure that the candidate meets the minimum qualifications of a Management Trainee before
conducting a first interview, these minimum qualifications can be found in Appendix B.
Conducting a phone screen prior to jumping straight into a face-to-face interview is a cost saving
measure, as not all candidates that have the minimum criteria will have the minimum
qualifications. The Phone Screen confirms graduation, discusses current employment and reason
for leaving, discusses lack of employment if the candidate is unemployed, includes the
candidate’s career interest and goals, discusses experiences in sales and/or customer service,
gives opportunity to talk about leadership experience, confirms availability to work, ensures the
offered salary meets the applicants acceptability, and asks why the applicant chose to apply with
Enterprise. The Phone Screen is equivalent to a face-to-face meeting at a career fair between an
applicant and a Talent Acquisition Specialist.
Step 3. First Interview
Approximately 71.24% of candidates that make it to the Phone Screen make it to the First
Interview (see Appendix C). The First Interview utilizes behavioral-based questions, found in
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Appendix E. A Talent Acquisition Specialist conducts this interview at a Regional office. The
First Interview asks one behavioral-based question for each of the core competencies: customer
service, persuasiveness, flexibility, result driven, leadership, communication, and
competitiveness. In addition to questions about the core competencies, the Talent Acquisition
Specialist also asks the top three things the candidate is looking for from a company in a career
opportunity and what other companies the candidate is currently interviewing with. After
completing the questions, the candidate is given the opportunity to ask the Talent Acquisition
Specialist any questions they may have, as well as share any reservations they may have.
First Interview Evaluation
The evaluation form for the First Interview can be found in Appendix F. The First
Interview Evaluation assesses candidates based on the following core competencies: customer
service, persuasion, flexibility, results driven work ethic, leadership, and communication. The
evaluation form provides the interviewer with a definition of each of the core competencies as
well as thorough examples of acceptable and unacceptable behaviors for each core competency.
If a candidate is rated acceptable in each of the competency areas, then the candidate proceeds to
the next step in the interview process.
Step 4. Branch Observation
Approximately 49.53% of candidates that make it to the First Interview make it to the
Branch Observation and Second Interview for the Management Trainee position (see Appendix
C). The Branch Observation takes place on the same day as, but prior to, the Second Interview at
a Branch office. An outline for the Branch Observation can be found in Appendix G. During the
Branch Observation, the candidate has the opportunity to get a better idea of what the
Management Trainee position truly entails. The candidate gets introduced to employees and gets
ENTERPRISE 11
a tour of the branch by the Area Manager and/or Branch Manager. During the tour, the Managers
are able to share with the candidate their personal career paths and potential career paths for the
candidate. Observation of the work environment and customer service transactions give the
candidate a clear impression of what being a Management Trainee on a day to day basis would
be like. Conversations about the sales and marketing aspect of the position and what a typical
workweek is like, ensures that the candidate has realistic expectations for the position.
Professionalism on behalf of the candidate in regards to dress, timeliness, and communication
style is evaluated. The Manager has the ability to record any notes or feedback from the
candidate in regards to the different topics discussed during the observation. After the Branch
Observation is complete, the Second Interview begins.
Second Interview
The Second Interview utilizes behavioral-based questions, found in Appendix H; an Area
Manager and Branch Manager conduct this interview at the same location as the Branch
Observation. The majority of the questions from the Second Interview are divided into 6
different competencies: sales environment, customer service environment, leadership ability,
communication ability, fast paced environment, and work ethic. Each competency is represented
by one to three questions in the interview. Aside from the 6 different categories, the Second
Interview asks questions regarding the candidate’s expectations for the Management Trainee
position, long-term professional goals, what the candidate learned from the Branch Observation,
and farther questions about the candidate’s resume. Throughout the interview the Area Manager
and Branch Manager try to relate all of the interview questions to the Branch Observation the
candidate has just completed. Towards the end of the interview, the candidate is given the
opportunity to ask the Area Manager and Branch Manager any questions they may have. The
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Second Interview is closed with the Area Manager and Branch Manager selling Enterprise by
appealing to the candidate’s expressed interests in what they are looking for in a company and
career.
Second Interview Evaluation
The evaluation form for the Second Interview can be found in Appendix I. The Second
Interview Evaluation assesses candidates based on the following core competencies: customer
service ability, sales ability, communication, work ethic, leadership, and flexibility. The
evaluation form provides the interviewer with a definition of each of the core competencies as
well as brief acceptable and unacceptable responses for each core competency. If a candidate is
rated acceptable in each of the competency areas, has a professional demeanor, and was well
prepared for the interview, then the candidate proceeds to the next step in the interview process.
Step 5. Third Interview
Approximately 61.78% of candidates that make it to the Branch Observation and Second
Interview make it to the Third Interview for the Management Trainee position (see Appendix C).
The Third Interview utilizes behavioral-based questions, found in Appendix J; the Regional
Vice-President conducts this interview at the Regional office. The majority of the questions from
the Third Interview are divided into 6 different core competencies: customer service,
persuasiveness, flexibility, result driven, leadership, and communication. Each core competency
is represented by one to two questions in the interview. Aside from the 6 different competencies,
the Third Interview asks questions regarding the candidate’s choice of major, least and most
enjoyed aspects of last job, expectations for the Management Trainee position, long-term
professional goals, why they believe the Management Trainee is called a “Sales Position,” and
what qualities they believe a Management Trainee should encompass. After the candidate has
ENTERPRISE 13
answered all of the questions in the Third Interview, the candidate is given the opportunity to ask
the Regional Vice-President any questions they may have. The Third Interview is closed with the
Regional Vice-President selling Enterprise by going over the company core values and how
Enterprise’s Mission Statement makes them the leader in their industry, as well as possibly
sharing a personal success story.
Third Interview Evaluation
The evaluation form for the Third Interview can be found in Appendix K. The Third
Interview Evaluation assesses candidates based on the following core competencies: customer
service ability, sales ability, flexibility, work ethic/results-driven, communication, and
leadership. The evaluation form provides the interviewer with a brief definition of each of the
core competencies. If a candidate is rated acceptable in each of the competency areas, then the
candidate will receive a formal job offer to join the Enterprise family as a Management Trainee.
Site Visit and Interview with Patti Lis
After gaining a thorough understanding of Enterprise’s current selection process, Team
Enterprise made a trip to a Lansing, Michigan branch office to conduct a series of interviews.
Team Enterprise first met with Patti Lis and Julia Sawecki, a Human Resources Coordinator and
prior MGT 447 student, to review the interview questions listed in Appendix L. Team Enterprise
hoped to find out how Patti defined a successful Management Trainee, as well as answer a few
other questions the team was unable to find through online research.
Patti’s Definition of a Successful Management Trainee
When asked what defines a successful Management Trainee, Patti said a Sales Matrix
measures success quantitatively. A sample of the Sales Matrix is found in Appendix M. The
Sales Matrix allows Management Trainee performance to be measured objectively and
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numerically. All employees have access to the monthly results of the Sales Matrix, to see how
they rank amongst their peers. Having the Sales Matrix results available for all to see is intended
to provide motivation for employees to strive to do better than their peers. Patti discussed that
many successful Management Trainees have a competitive retail background, have a competitive
banking background, or were former student athletes. Patti explained how the Management
Trainee position is both competitive individually and as a team. Each Management Trainee
should seek to out perform every other Management Trainee, but the individual should also have
a team mindset, since each branch competes as team against the other branches. A Management
Trainee should want to be the best, but also want their teammates at their branch to do well. Each
Management Trainee is only as successful as the branch he or she is in.
Other Questions
Patti shared that Enterprise employs about 1,800 people in the state of Michigan, 173 of
which are Management Trainees. Promotion from the Management Trainee position is
performance based, but the average time spent in this position is around 10-12 months. During
the first year of employment, a Management Trainee typically has a salary just shy of $42,000.
Patti informed Team Enterprise that their Management Trainee 90-day and 120-day retention are
above their goals and also above the company average. When asked how often Enterprise
updates their interview questions, Patti relayed that every couple of years these questions are
rewritten. At the close of the interview, Patti asked Team Enterprise to contact her at any time
they had additional questions.
Interview with Management Trainees
Team Enterprise was set up with two Management Trainees to speak with, Steven
Beudouin and Molly Mason. Patti informed Team Enterprise that one of the Management
ENTERPRISE 15
Trainees was considered successful and one of the Management Trainees was not very
successful, but she did not identify which was which at this time. Team Enterprise asked both
Molly and Steven the same list of questions found in Appendix N. From these interviews, Team
Enterprise hoped to identify the critical factor that differentiated a successful Management
Trainee from a not so successful Management Trainee.
Interview with Management Trainee Molly Mason
At the time of the interview, Molly had been a Management Trainee for a total of about 5
months. Team Enterprise observed that Molly was wearing stretch pants, a large sweater, and
had her hair pulled back into a ponytail. When asked to define a successful Management Trainee
in her own words, Molly said that ranking in the top 50% based on the Sales Matrix classified a
Management Trainee as successful. Molly shared that she applied to Enterprise, because a
former teammate from a sport she participated in during college referred her to apply online.
When asked what motivates her on a daily basis, Molly said she was very motivated by the
competition, her numbers, and the team atmosphere. Molly believed that her competitiveness and
need to win were the characteristics that made her successful. When asked what she thought she
needed to perfect in order to become more successful, Molly said her Enterprise Service Quality
Index. Molly thought that customer service would be the easiest part of her job, but she has
found this to be the most difficult area for herself. Molly shared with Team Enterprise that the
idea of having a job in sales was originally very intimidating to her. Molly felt that behavioral
interview questions would be utilized in interviewing Management Trainee candidates. When
asked what Molly believed set her apart from other Management Trainees, she said how
competitive she was. Molly’s short-term professional goal is to rank in the top 10% next month
ENTERPRISE 16
in accordance to the Sales Matrix. Molly also hopes to be a Branch Manager within the next 2
years.
Interview with Management Trainee Steven Beudouin
At the time of the interview, Steven had been a Management Trainee for a total of about
8 months. Team Enterprise observed that Steven was wearing a professional business suit with a
dress shirt and tie. When asked to define a successful Management Trainee, Steven said making
sales metrics and representing the company well. Steven shared that he originally applied for the
Management Trainee position online, because of a referral from a friend and his interest in
customer service and sales. When asked what motivates him on a daily basis, Steven said the
diversity in what he does from one day to the next, the interesting stories he gains by working
with customers, and the team environment. Team Enterprise asked Steven what the one
characteristic he believed made him successful was. Steven answered by saying that that if
something needs to be done he will do it and that he has always been proactive in solving a
problem. Steven recognizes that he needs to work on trusting others to do things and delegating
tasks. When asked what sets him apart from other Management Trainees, Steven believed his
other management experience really helped him. Steven’s short-term goal is to pass the
Management Qualification Interview test, and his long-term goal is to be a Branch Manager.
Who Was The Successful Management Trainee
To determine which Management Trainee was most successful, Team Enterprise
reflected back to Patti’s definition of a successful Management Trainee. On a whiteboard in the
main office, three of the sales measures of the Sales Matrix were displayed, as well as each
member’s current performance within the branch. In the Total AVG measure, Molly’s Total
AVG was 40.49 and Steven’s Total AVG was 31.38. Molly also outperformed the Branch
ENTERPRISE 17
Manager who had a Total AVG of 38.66, and the Assistant Manager who has a Total AVG of
34.34 in this measure. In the Upgrades measure, Molly’s Upgrades were 0.70 and Steven’s
upgrades were 0.88. Steven outperformed Molly, but the Branch manager had a 2.03 and the
Assistant Manger has a 1.94 for Upgrades. In the Prepaid Fuel measure, Molly’s Prepaid Fuel
was 10.4% and Steven’s Prepaid fuel was 1.9%. Molly also outperformed the Branch Manager
who had a Prepaid Fuel of 7.2%, and the Assistant Manager who has a Prepaid Fuel of 6.8% in
this measure. Although Steven outperformed Molly in one of the three measures, Steven has the
lowest performance of the branch in two of the three measures. Molly also outperformed even
the Branch Manager and Assistant Manager in two of the three measures at only 5 months of
experience with the company. Taking into account Molly’s and Steven’s performance in the
different sales measures, Molly is a highly successful Management Trainee, and Steven is the
lesser successful Management Trainee.
Critical Factor of Success
After Team Enterprise determined that Molly was a more successful Management
Trainee than Steven, Team Enterprise compared Molly and Steven’s interview responses to try to
identify the critical factor that differentiated a successful Management Trainee from a not so
successful Management Trainee. Molly’s interview responses included competitiveness time and
time again. Molly perceived being in the top 50% of the Sales Matrix as being a successful
Management Trainee, and Steven felt meeting sales metrics made a Management Trainee
successful. Molly not only wanted to get the goal numbers, but she wanted to do better than her
peers. Molly shared that she was a college athlete and she is highly motivated by competition.
Competitiveness is the quality Molly herself, believes makes her successful. Molly’s short-term
goal is to be in the top 10% of her peers in regards to the Sales Matrix next month. Steven never
ENTERPRISE 18
utilizes the word competitiveness in his answers, and although his answers relay the idea that he
is results-drive, there is no indication of competitiveness. Taking into account these comparisons,
Team Enterprise has identified competitiveness as a critical factor that differentiates a successful
Management Trainee from a not so successful Management Trainee.
Interview with Talent Acquisition Specialists
Team Enterprise next made the decision to interview two Talent Acquisition Specialists,
since they conduct the Phone Screen and First Interview for Management Trainees. Team
Enterprise wanted to know if the Talent Acquisition Specialists followed the questions word for
word from the First Interview Questions document, and how they felt about Team Enterprise’s
findings of competitiveness being a critical factor in differentiating a successful Management
Trainee from a not so successful Management Trainee. Patti connected Team Enterprise with
Talent Acquisition Specialists Mike Proulx and Al Reyes-Rivera.
Interview with Talent Acquisition Specialist Mike Proulx
Team Enterprise started off the interview with Mike, by introducing him to their project
scope and what the team had found from their interviews with the Management Trainees, Molly
Mason and Steven Baudouin. Following the introduction, Team Enterprise began addressing the
questions found in Appendix P. Mike shared with the team that he did in fact answer each
question from the First Interview exactly as they are worded in the Management Trainee First
Interview document found in Appendix E. Mike explained that each question from the First
Interview is referent to a core competency Enterprise has determined is crucial for a successful
Management Trainee. Mike felt that each competency was largely dependent on the others. If a
candidate lacks leadership skills, Mike said that the candidate will most likely be weak in their
communication skills as well. Mike affirmed that competitiveness is a quality he looked for
ENTERPRISE 19
when recruiting and interviewing candidates, but that all of the core competencies were
important, as they are interdependent.
Interview with Talent Acquisition Specialist Al Reyes-Rivera
Mike’s interview was very helpful, but Team Enterprise wanted to confirm their findings
with another Talent Acquisition Specialist. Team Enterprise chose to email Talent Acquisition
Specialist Al Reyes-Rivera a list of questions found in Appendix Q. When asked if Al thought
the current interview questions for the Management Trainee position were substantial, he
confirmed that he did feel that they were substantial. Al assured the team that he uses the
interview questions as they are stated; his reasoning behind this was that every candidate needed
to be assessed the same way. Enterprise supports a structured interview process and wants all
interviews to be performed identically. When asked if Al used any of his own questions during
interviews, he shared that he may ask follow-up questions after the standard interview questions,
depending on a need for elaboration regarding any points that may have been brought up in the
interview. Team Enterprise’s next question regarded whether or not Al felt competitiveness was
a valuable characteristic for a Management Trainee. Al replied by saying “Absolutely!
Competitiveness is a personality trait that is extremely important to having a clear picture if the
candidate is going to be successful or not. When it comes down to sales and service, it is
imperative that the individual be competitive and wants to drive results. Ultimately we are a
performance-based company and we want to make sure our employees are willing to go the extra
mile to achieve success and drive our business to the next level.”
Conclusions
After comparing the answers from Mike and Al, it was clear to Team Enterprise that both
Talent Acquisition Specialists supported their identification of competitiveness being a
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characteristic that was highly predictive of a successful Management Trainee. Both Mike and Al,
also confirmed that they ask all of the interview questions from the First Interview exactly how
they are worded in the First Interview document from Appendix E.
Management Trainee Interview and Evaluation Process Assessment
Team Enterprise next decided to further investigate the interview questions and
evaluations from the First, Second, and Third Interview, with special attention paid to the
assessment of competitiveness. When Team Enterprise began their comparison between the
competencies questioned on versus the competencies evaluated on for each of the three
interviews, they realized some major contradictions. Team Enterprise also realized that each of
the three interviews had a completely different set of competencies.
Competencies Questioned On Vs. Evaluated On
To compare the competencies questioned on versus the competencies evaluated on, Team
Enterprise constructed three tables found in Appendix R. As can be seen in Figure 1, the
competencies the First Interview Questions assess vary from the competencies the First
Interview Evaluation evaluates. Team Enterprise found this especially alarming, because though
the First Interview Questions have competitiveness listed as a competency, the First Interview
Evaluation does not evaluate competitiveness. As can be seen in Figure 2 and Figure 3, the
competencies for the Second Interview and Third Interview also vary from their corresponding
evaluation form. Each core competency questioned upon should also be evaluated upon, or else it
should not be asked; in turn, no competency that is not questioned upon should be evaluated
upon. To keep interviews as objective as possible, core competences from both an interview and
its corresponding evaluation should be identical.
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Competencies Changing From Interview to Interview
To compare the competencies questioned and evaluated on differentiating from interview
to interview, Team Enterprise constructed a table found in Appendix S. As can be seen from the
table, there is an inconsistency of core competencies being addressed in the three different
interviews and evaluations. There are only three core competencies that are consistently
questioned on and evaluated across all three interviews including: customer service, leadership,
and communication. For the Management Trainee position, there should be one set of
competencies that is consistent throughout each interview and each interview evaluation.
Interview questions should change, but the competencies they assess should remain the same for
a given position.
Lack of Competitiveness
Team Enterprise was surprised to find that competitiveness was not a core competency in
any of the three interview evaluations, and was only a core competency in first set of the
interview questions. Each of the interviews had a question regarding competitiveness (see
Appendices E, H, and J), but two of the three interviews had the competitive-based questions
listed under the results driven competency. Team Enterprise felt that there was a definite
difference between being competitive and being results driven; the team decided the difference
between competitiveness and results driven would be something they would research farther.
With Patti, Mike, and Al’s emphasis on competitiveness, Team Enterprise had expected that
competitiveness would be a core competency questioned on and evaluated on in all three
interviews.
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Interview with Tori Stevens
Team Enterprise sought out Tori Stevens to interview as a Subject Matter Expert (SME)
regarding interview processes; her education and employment background can be found in
Appendix T. Tori was the Assistant Director of Career Services and the Mock Interview Program
Coordinator at Central Michigan University for 2 years and 9 months. During Tori’s time
working with the Mock Interview Program, Tori was responsible for facilitating, guiding, and
instructing students while utilizing the B.A.R. method to conduct successful behavioral based
question interviews. Each semester Tori trained an average of 35 mock interviewers. In addition
to her experience with Central Michigan University, Tori also spent 8 months recruiting for an
insurance company called MetLife and 5 months with a banking company called Bank of
America. Prior to the interview, Team Enterprise sent Tori the interview questions from all three
interviews and the job description for the Management Trainee position.
Tori’s Responses
Team Enterprise began the interview by explaining to Tori the scope of the project and
the findings thus far. The first questions the team asked Tori was what kinds of positions she
recruited for with MetLife and what kinds of positions she recruited for with Bank of America.
Tori explained that with MetLife she recruited for Inbound Sales Agents of auto and home
insurance. Tori went on to explain that much like the Management Trainee position for
Enterprise, Inbound Sales Agents for MetLife had to be very competitive in order to be
successful. With Bank of America, Tori is currently recruiting for the company’s Assistant
Management Leadership Program; Tori explained that this program is very similar to
Enterprise’s Management Trainee program. Tori shared that one of the top reasons an employee
ends up unsuccessful in the Management Leadership program is that they are not competitive
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enough to meet their goals and succeed in the role. When asked what her favorite behavioral
question to assess competitiveness was, Tori shared that she asks a candidate, “Tell me about a
time when you did not meet a goal. How did you deal with failure?” Tori explained that
competitive individuals are just as much fueled by failure as they are by success; competitive
people will accept a loss and quickly bounce back with more motivation to succeed than ever.
When asked if Tori saw a difference between competitiveness and results driven, Tori responded
by saying that yes she saw a difference. Tori felt that results driven had a greater importance in
management, but competitiveness had a greater importance to sales and marketing. Tori also told
us that she felt that core competencies from one interview to the next for the same position
should be the same. Tori explained that though the questions should change, the knowledge or
skills that they evaluate should not. Tori shared her concern that if there was not an interview
question asked based on a competency that there should be no evaluation on that competency.
Conclusions From Tori’s Interview
With her recruitment experience, and experience working with the Central Michigan
University Mock Interview Program, Team Enterprise greatly valued Tori’s input. Tori’s
responses substantially supported Team Enterprise’s current findings: competitiveness was
extremely important in the Management Trainee position, competencies should not change from
interview to interview, there is a difference between competitiveness and results driven, and
competencies questioned on should be the same competencies evaluated on during an interview.
Team Enterprise really liked Tori’s question regarding competitiveness, “Tell me about a time
when you did not meet a goal. How did you deal with failure?”
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Interview With Quicken Loans Recruiter
Patti shared with Team Enterprise that Quicken Loans was one of Enterprise’s biggest
competitor in recruitment of talent. Team Enterprise decided to interview a Quicken Loans Lead
Recruiter to obtain information on the company’s culture, interview competencies, interview
process, and the success of competitive and result-driven employees. The Quicken Loans
Recruiter Interview Questions can be found in Appendix U.
Quicken Loans’ Culture
When to describe Quicken Loans’ culture, the Recruiter replied that, the company could
be described as “diverse.” Quicken Loans is a company based on innovation, collaboration, and
teamwork. The Recruiter also noted that the culture was free flowing and transparent. There is
little to no hierarchy involved at the workplace; by this, she meant that every team member is
equal and all ideas are encouraged to be shared freely.
Quicken Loans Interview Process
Team Enterprise next wanted to find out more about Quicken Loans’ interview process
for their Mortgage Banker position. For Quicken Loans, the Mortgage Banker position is the
entry-level position much like Enterprise’s Management Trainee position. The Recruiter
explained that the first step is a phone interview with behavioral based questions. Following the
initial phone interview, candidates are exposed to a soft credit pool and background check. If
candidates meet the necessary criteria, they next move onto a face-to-face interview where they
partake in simulation calls to demonstrate their persuasive sales skills. The next step is for a
candidate to shadow a Mortgage Banking Regent, following which they have a final interview
with a Regional Vice President. If the Vice President feels that the candidate fits the culture and
can be goal driven, then they are hired and begin their 3-6 month training shortly thereafter.
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Quicken Loans Competencies
Team Enterprise asked the Recruiter to explain some of the core competencies Quicken
Loans assesses during the interview process. The Recruiter shared that communication is huge,
because breaking down big phrases for customers to understand is vital. The Recruiter stated that
a competitive nature and persuasiveness are two other important competencies that interviewers
look for when filling Mortgage banker positions. When asked how important is it for a mortgage
banker candidate to have competitive qualities, the Recruiter responded with very important. She
continued on to say that typically competitive individuals such as student athletes succeed,
because they have a competitive nature and have already work in a team and goal oriented
setting. Lastly, Team Enterprise asked how important a result or performance driven nature for a
candidate. The recruiter replied that results driven characteristics are absolutely important,
because the bankers have daily and monthly goals. These individuals have to push themselves
and fight for company wide rank in order to become great bankers.
Conclusions
Team Enterprise recognized why Patti had named Quicken Loans as Enterprise’s biggest
competitor in recruitment of talent. Enterprise and Quicken Loans have many similarities in
culture and operation. Both companies stress teamwork, a decentralized structure, and the entry-
level positions they recruit for require many of the same attributes for a successful candidate.
The Quicken Loans Recruiter confirmed that both competitiveness and results driven are
competencies the Quicken Loans company seeks out in candidates, which supports Team
Enterprise’s thoughts for the Enterprise Management Trainee position.
Final Recommendations
From the first interview with Patti, to the last interview with the Quicken Loans
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Recruiter, competitiveness is a topic that came up during each step of Team Enterprise’s
research. Because of the importance Team Enterprise found in a Management Trainee being
competitive to be successful, Team Enterprise came up with a list of competitive-based
behavioral interview questions they recommend would be most predictive of hiring a successful
Management Trainee, as can be seen below:
1. Tell me a time when you were motivated by competition.
2. Tell me about the most competitive situation you have experienced.
3. “Tell me about a time when you almost gave up, how you felt about that, and
what you did instead of giving up?” (Smith, 2014)
4. “Tell me about a time when you did not meet a goal. How did you deal with
failure?” (Tori Stevens)
The incorporation of any, or all, of these questions into Enterprise’s current interview
process would assist Enterprise in better selecting more competitive successful candidates for
their Management Trainee position. Team Enterprise does not downplay the importance of
assessing the other core competencies Enterprise values, but with competitiveness being a
quality that is detrimental to success in the Management Trainee position, Team Enterprise feels
more emphasis needs to be placed on assessing it as a core competency.
Additional Recommendations
While investigating the project scope of designing interview questions for the
Management Trainee position, Team Enterprise came across some additional recommendations
they would like to pass on to Enterprise. Team Enterprise noticed that there were inconsistencies
between core competencies that were interviewed versus core competencies that were evaluated
on during the Management Trainee interview process. In order to keep the interview and
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evaluation process as objective as possible, Team Enterprise suggests that Enterprise only
evaluate on core competencies the interview questions address and only ask questions on core
competencies the evaluation assesses. Team Enterprise also noticed that core competencies
change from the First Interview, Second Interview, and Third Interview. Team Enterprise
suggests that Enterprise standardize one set of core competencies that they utilize for each of the
three interviews.
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References
Enterprise Holdings. (2015). Retrieved 2 08, 2015, from Enterprise: go.enterpriseholdings.com
Heneman III, H. G., Judge, T. A., & Kammeyer-Mueller, J. D. (2012). Staffing Organizations
(7th ed.). Middleton, WI: Mendota House, Inc.
Smith, J. (2014, November 21). 17 Top Executives Share Their Favorite Interview Question.
Retrieved April 15, 2015, from http://www.businessinsider.com/executives-favorite-job-
interview-question-2014-11?op=1#ixzz3XE4PElUq
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Appendix AManagement Trainee Job Description
Job DescriptionJob Title:Management Trainee
Supervisor/Manager Title:Assistant Branch Manager and/or Branch Manager
Date:
Job Code: DR0014 Brands/Dept: Enterprise Level: 1
JOB SUMMARY: The Management Trainee (MT) gains hands-on experience and knowledge to learn the business, to learn how to ultimately manage the branch and to support the entire business. The MT performs duties in all aspects of a branch to become familiar with line and staff functions, operations, management viewpoints and company policies and practices that affect each aspect of the business. The objective of the MT assignment is to educate MT’s as to all aspects of the business so that he or she can ultimately run the branch unit. ESSENTIAL RESPONSIBILITIES: Customer Service and Operations Provide a high level of customer service by assisting customers and assessing their rental needs in person
and/or by phone Effectively market the company while picking up and/or dropping off customers in a safe and courteous manner and assisting customers as needed Conduct follow-up with various businesses and customers, including insurance adjusters or agents,
dealerships, auto body shops, road-side assistance and national reservations to obtain appropriate information regarding the status and availability of rentals and customers’ vehicles
Clean vehicle interior and exterior by hand or by operating washing equipment when needed Notify Management of any known customer problems Sales and Marketing/Financial Performance Apply appropriate rental charges and handle all forms of customer payment May collect and receive branch receivables or vehicles Understand, communicate and sell optional protection products, rental terms and conditions, vehicle features and benefits, fuel options and additional equipment Assist in Branch sales and marketing efforts to increase business and income Fleet Management and Maintenance Notify Management of any known vehicle problems and any required vehicle maintenance Miscellaneous Continuously build knowledge and skills, pursue training and development opportunities, and attend
required company-sponsored training classes Maintain a regular and reliable level of attendance Perform miscellaneous job-related duties as assigned QUALIFICATIONS: Education - Bachelor’s Degree or Associate’s Degree and/or equivalent educational background (i.e., credit hours) Experience – Customer service experience Sales environment experience Other - Current and valid driver’s license Satisfactory driving record Satisfactory background check Knowledge/Skills/Abilities – Sales Orientation – knowledge of sales techniques and ability to excel in a competitive environment.
Ability to meet sales goals and market services to various industries while assisting to increase business and income
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Work Ethic – ability to work independently and/or as a team. Strong time management, attention to detail and ability to handle multiple tasks, as well as resolve recurring and irregular problems
Ability to work cooperatively with others in the accomplishment of joint tasks and common objectives Ability to work and succeed in a multi-cultural environment Initiative and application – resourceful, independent thinker, with attention and application to work
(ability to use own judgment and self-reliant) Communication – ability to effectively present information one-on-one and in small group situations to
customers, clients and other employees. Communicate company policy, procedures and programs. Ability to communicate effectively and to understand and follow instruction Leadership – thinks strategically about longer term needs and the capabilities that must be in place to
address these needs Possesses and demonstrates management and leadership skills and conveys an entrepreneurial spirit Ability to contribute to team efforts and decisions, express a positive attitude and balance team and
individual responsibilities Customer Service – ability to evaluate customer needs, fact find, build rapport, answer questions, and
probe for service quality Ability to handle and solve problems in a professional manner Administration – knowledge of basic computer programs and standard office equipment Knowledge of company cash, check and credit card procedures
INTERNAL/EXTERNAL CONTACTS: Internal – Various branch personnel from multiple sites and Group or Regional personnel Various other personnel External – Regular contact with customers, including Corporate customers Contact with service vendors such as body shops, car dealers, insurance agents or adjusters, road side
assistance, bank personnel and various other vendors Marketing calls and office visits to Corporate accounts, vendors and some customers SUPERVISORY RESPONSIBILITIES: No supervisory duties (limited responsibility may be required based on size of office, etc.) Completing multiple tasks without supervisory responsibility may be requested
WORKING CONDITIONS/EQUIPMENT USED: Light to moderate physical activity requiring handling of average-weight objects (up to 25 pounds) and
standing, sitting and/or walking of more than 4 hours per day Work schedule generally consists of 48 to 55 hours per week, varying in shift based on location staffing
needs and other factors Work is performed in a typical office environment or outside in all types of weather and temperatures Work involves moderate exposure to unusual elements such as temperature, dirt, dust, fumes, smoke,
unpleasant odors and/or loud noises, which may vary based on location Work environment involves some exposure to hazards or physical risks, which require following basic
safety requirements, including road rules and regulations Equipment used- a large variety of vehicles (may include 15-passenger vans and airport buses, based on
location), safety belts, 2-way radio or cellular phone, phone system, computer equipment, printer, fax, safe, car jack, Slim Jim/wedge, jump box, vacuum, water hose, cleaning and polishing solutions, towel/rag, brush, stain remover, air freshener, power washer and dryer where available
Appendix B
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Management Trainee Minimum Criteria and Qualifications
Enterprise Leasing Company of Detroit, LLC
Management Trainee Applicant Criteria 9/13
Individuals meeting the following minimum criteria will be selected for a phone screen. The phone screen is used to determine that an individual meets the minimum qualifications to proceed to a first interview and be considered an applicant for the Management Trainee position:
Management Trainee Position0. 4 Year Bachelors Degree must also have:
o Minimum 6 months part time or full time relevant work experience in any of the following (can be non-concurrent):
Sales Customer Service Experience- (i.e. retail, restaurant) Management/Supervisory Experience- in a sales or service industry Military Leadership experience (E4 and above)
o Will consider organizational involvement in lieu of work experience Student Organizations/Clubs- at a leadership level Volunteerism- at a leadership level Community Involvement- at a leadership level Student Athletes
B. 2 Year Associates Degree must also have:o 2 Yrs Full-Time professional, relevant work experience:
Professional Sales Experience (i.e. commission sales, account executive, business to business) or
Management/Supervisory- in a sales/service industry
a. In addition, all candidates will be evaluated by the following:o Must affirm the following driving criteria are met: (i) valid driver’s license; (ii) no more than two moving
violations in the preceding three years; (iii) no alcohol-related moving violation or reckless driving violations in the past five years. A driver’s record check is subsequently conducted for applicants who successfully complete the first interview to validate the information provided to Enterprise.
o Compatible career or position objective/goal.o Compatible Compensation desired - $45,000 or less.o Self-disclosed felony conviction record which, after individual assessment, is sufficiently job-related and
disqualifies the individual from being considered an applicant.o Job Stability- no more than 2 non-temp jobs within the previous 24 months period (exceptions will be made
as Enterprise recognizes employment may be interrupted for military service, resumption of education, or other appropriate circumstances).
o Must be legally eligible to permanently work in the USA (will not sponsor an H1-B visa)o Complete and professional job application
*Enterprise Leasing Company of Detroit will consider an applicant as a person who fills out our online application.
*Re-interview procedure: All Management Trainee candidates are eligible to reapply after 6-months from their initial Enterprise Rent-A-Car phone interview/interview/recruiter contact; with exception to MVR.
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Appendix CManagement Trainee Interview Process Progression Ratios
20XX-ARR- Rolling 12 Month Period
Totals Average Per Month Ratios
Total Applicants 1474 122.83
Phone Screens 445 37.08 30.19% Applications to Phone Screens
1st Interviews 317 26.42 71.24% % Phone Screens to 1st
2nd Interviews 157 13.08 49.53% % 1st Interview to 2nd Interview
3rd Interviews 97 8.08 61.78% % 2nd Interview to 3rd Interview
Offers 54 4.50 55.67% % 3rd Interview to Offers
Accepted 48 4.00 88.89% % Offers to Accepted
Starts 52 4.33 108.33% % Accepted to Start
Data Collected March 2014- February 2015
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Appendix DManagement Trainee Phone Screen
Phone Screen
Date: TA Specialist:
Source: Location:
Candidate Name:
Contact #: Alternate #:
School: Major:
Graduate: YES NO If no, expected date:
Are you currently employed? YES NOWhere:
If yes, why are you seeking other employment?
If no, why not?
Tell me what type of job you are looking for, specifically?
Are you interested in sales and/or customer service? (If YES move on, If NO explain MT position and verify interest)
Please tell me about your previous sales and/or customer service experience: (verify meets min criteria)
Please tell me about your organizational / leadership experience:
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Why did you apply with Enterprise?
You indicated you were looking for starting pay ofOur starting pay is a $38,500 guarantee. Is that acceptable:
Our average workweek is 49 hours. Are you willing and able to work these hours: _________M-F (8:00am-6:00pm) Rotational Saturdays (9:00am-12:00pm)Valid Drivers license:# of moving violations in 3 years:
# alcohol related events in 5 years:
(explain why)What other companies are you interviewing with:
Communication Ability: Acceptable or UnacceptablePass based on phone screen:
Updated in iCIMS/Notified Candidate: _________
First Interview (date, time, location):
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Appendix EManagement Trainee First Interview Questions
Candidate _____________________________ Date __________________√ Brought Resume? ______ Arrived early/on time? _________ Professionally dressed? ______
Behavioral Interview QuestionsManagement Trainee- First Interview
College/Why Major?:
Why did you leave your last position?
Why ERAC?
Ultimate Career Goal:
1. Customer Service:a. Tell me about a time you went above or beyond for a customer or client?
Rating : Acceptable Unacceptable
2. Persuasiveness (sales “ability”; not necessarily “experience”):a. Tell me about a time when you sold someone on a product or idea?
Rating : Acceptable Unacceptable
3. Flexibility:a. Tell me about at time when an unexpected situation happened in your day and what did you do to make sure you completed the rest of your tasks for that day.
Rating : Acceptable Unacceptable
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4. Result Driven:a. Tell me about a time at work when you had to do something you didn’t like?
Rating : Acceptable Unacceptable5. Leadership:a. Tell me about a time when you demonstrated your leadership skills?
Rating : Acceptable Unacceptable
6. Communication:a. Describe a time when you faced a challenge expressing an idea?
Rating : Acceptable Unacceptable
7. Competitiveness: b. Tell me about a time when you competed against others in selling a product or were in a competitive environment.
Rating : Acceptable Unacceptable
8. Top 3 things you’re looking for from a company in a career opportunity1.
2.
3.
1. What other companies are you in the interview process with?
Questions?
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Reservations?
Decision: MOVE TO 2ND PASS: REASON __________________
Interviewer: ______________________________
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Appendix FManagement Trainee First Interview Evaluation
MT/Intern First Interview Evaluation
Name: Referral Source:
Interviewer: Date:
CUSTOMER SERVICEConcerned to provide a prompt, efficient & personalized service to customers; goes out of the way to ensure that individual customer needs are met.
Ineffective Behaviors Is dismissive of customers’ complaints. Shows a tendency to lose customers’ business. Leaves customers dissatisfied. Rarely gives customers special treatment. Is not driven to provide total satisfaction. Is not concerned about helping others.
Leaves customers waiting for help.
Displays an apathetic attitude towards customers.
Effective Behaviors Provides prompt & efficient service to
customers. Increases customer satisfaction. Is driven by customer demands. Makes customers feel important, puts them first. Aims to please customers Works hard to meet customer needs. Receives very positive customer feedback. Is prepared to make sacrifices for others.
NO YES
Comments:
PERSUASIONAble to influence attitudes & opinions of others & gain agreement to proposals, plans & ideas; skillful at negotiating.
Ineffective Behaviors Doesn’t sell ideas effectively. Does not display effective negotiation skills. Generally unwilling to convince or sell. Rarely gains commitment or agreement. Rarely counters objections convincingly. Needs help in selling. Uses only a limited range of sales techniques. Lacks insight into how to sell well.
Effective Behaviors Wins people over. Able to get his/her ideas accepted by others. Presents key selling points persuasively. Gains commitment & agreement. Handles objections convincingly. Tracks record of sales successes. Uses a wide range of sales techniques. Knows how to improve his/her sales successes. Sells ideas/products effectively.
NO YES
Comments:
FLEXIBILITY
Accepts new ideas & adapts or adjusts to changing circumstances.
Ineffective Behaviors Resists change and/or progress. Does not support new initiatives or priorities. Maintains an established way of doing things.
Effective Behaviors Adapts to new circumstances. Varies approach to deal with different situations. Is receptive to new ideas.
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Has a rigid outlook on things. Unwilling to accept new ideas.
Supports new initiatives. Is willing to adapt as necessary. Able to switch focus without a problem.
NO YES
Comments:
RESULTS DRIVEN WORK ETHICAchieves results & handles demanding tasks. Sets & exceeds challenging personal target. Possesses strong work ethic.
Ineffective Behavior Prefers simple tasks. Is not especially motivated by a challenge. Gets mediocre results. Is complacent about achievements. Has a limited awareness of personal performance. Is not interested in growing or acquiring new skills. Prefers not to take on new responsibilities. Sets easy targets & personal objectives. Rarely exceed targets.
Effective Behavior Is motivated to get results. Readily tackles demanding tasks. Enjoys a challenge. Gets outstanding results. Is always concerned with improving
performance. Evaluates own performance. Is constantly learning & developing new skills. Accepts higher targets & new responsibilities. Sets ambitious targets & personal objectives. Exceed targets frequently.
NO YES
Comments:
LEADERSHIP
Extent to which individuals demonstrate ability to motivate & guide others toward unified goal.
Ineffective Behavior Prefers to follow others. Is not able to instruct or supervise others. Does not acknowledge the achievement of others. Is not interested in motivating others. Unsuccessful results in previous leadership roles.
Effective Behavior Clearly telling people what to do, how to do it &
when to do it. Supervises the performance of others. Acknowledges adequate/inadequate
performance. Builds collaborative relationships. Provides support and encouragement for efforts. Able to motivate others to achieve. Effectively delegating responsibilities
NO YES
Comments:
COMMUNICATION
Extent to which individuals are fluent & articulate in oral communications & keep the attention of others.
Ineffective Behavior Expresses thoughts in an unclear manner. Talks too slowly or too rapidly. Rambling – skips from one idea t another. Loses the attention & interest of the audience. Communication in an overly lengthy manner. Uses inappropriate language or jargon. Provides minimal explanations.
Effective Behavior Speaks clearly, fluently & articulately. Clarifies or elaborates to ensure understanding. Holds others’ attention when speaking. Uses appropriate language & grammar. Makes direct eye contact when speaking Keeps on track, stays on topic. Focuses on main points rather than trivial details.
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Seldom ensures others clearly understand. Loses train of thought; difficulty expressing ideas.
Customizes
NO YES
Comments:
Continue Reject If Reject, reasons:
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Appendix GManagement Trainee Branch Observation Checklist
20XX BRANCH OBSERVATION CHECKLIST
Applicant Name:_______________________________________ Date: _____________Manager Name: ________________________________ Location: _________________
√ Topic NotesBranch Personnel:
Introduce candidate to all employees Give tour of the branch—office, garage, etc
Career Path: Share your career path and aspirations with
candidate Share the typical promotional track/timeline Discuss how promotion is based on performance—
show the MT/MA Matrix and discuss bonus opportunities
Work Environment: Discuss the atmosphere of branch (teamwork,
morale, friendliness, etc.) and the company culture Describe the fast paced environment and typical
dayCustomer Service:
Describe the importance of phone handling, reservations, computer programs, and quick response, which is vital to great customer service
Observe customer transaction (rental pick up or return)
Sales and Marketing Describe the sales environment at the branch
including matrix, competitions, and BOSS callsTraining
Describe training opportunities for all employees of the branch, talk about roadmap training
Talk about why training and starting as MT is important to employee success
Workweek/Schedule Share the branch operating hours, time
requirements, flextime, weekend and holiday staffing, etc.
Professionalism Evaluation:
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Professional dress Arrival time: _________ Expected: ________ Communication style
Please share any other comments or feedback: __________________________________________
Manager’s signature: ________________________________________
Fax or Email to your recruiter
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Appendix HManagement Trainee Second Interview Questions
Management Trainee Second Interview Questions
Candidate Name: _______________________________ Date: _____________
Interviewer Name: ______________________________
Probing questions for expanding a discussion•And then what happened?• Can you tell me more about …?• How did that turn out?• Give me another example.• How did you feel about that?• How did you make that happen?• How did you resolve that circumstance?• That sounds difficult. Tell me more about how you did it?
• Were you happy with the results?• What was going through your mind at that point?• Do you wish you would have done anything differently?• What obstacles did you face?• How did you overcome those challenges?• What was your reaction?• What was your role?
How did you hear about the MT position with ERAC? What led you to apply for it?
What did you learn during the branch observation? From your observation what reservations do you have about the MT position?
What would you expect your job duties to be as an MT?
How will this position help you reach your long-term career goals?
Why do you think we call this a “Sales Position”?
What would you say are the major qualities that this position demands? (explain)
What position within Enterprise do you want to work towards?
What other companies are you currently interviewing with? Where are you at in those interview processes?
What are the key things you are looking for in a company? In a career?
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Review their resume; ask about school, previous work experience, and organizational involvementDiscuss the observation and relate the following questions to what they saw or what you have explained about the sales environment that an MT must perform in:
b. Can you give me an example of a time when you turned someone’s “no” into a “yes”?What was the outcome?Did the outcome remain a “yes”?Looking back at the situation now, what would you have done differently?
c. Describe a time when you were unable to persuade a customer or another individual around to your point of view.
What did you do?Why didn’t your strategy work?What feedback did you receive about your strategy?
d. Tell me about the most competitive environment that you’ve ever been part of?Where did you rank?Tell me about a time that you weren’t performing at that level? What did you do to improve?
Discuss the observation and relate the following questions to what they saw or what you have explained about the customer service environment that an MT must perform in:
4. Tell me about a situation in which you had to deal with a challenging customer.Were you able to turn that challenging situation into a positive result? If so, how?Walk me through the steps you took to resolve the situation.
5. Describe a situation in which you had to resolve a customer complaint.How was it resolved?What steps did you use to resolve the issue?
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Discuss the observation and relate the following questions to what they saw or what you have explained about the leadership ability required of an MT:
6. Describe the worst manager/teammate/coworker that you have ever had and how did you handle it?
7. Tell me about your proudest team accomplishment?What was your role in the team?What was the most challenging part of your success?
8. Tell me about at time when you took charge as a leader in a situation without being formally assigned to that role by a boss/teacher/coach?
Why did you take the challenge?What did you learn from this experience?
Discuss the observation and relate the following question to what they saw or what you have explained about the communication ability required of an MT:
9. When you have entered a new workplace/classroom/organization, describe how you have gone about meeting and developing relationships with your new colleagues?
What challenges did you face?What did you learn from this?
Discuss the observation and relate the following question to what they saw or what you have explained about the fast paced environment that an MT must perform in:
10. Describe a time that you worked in a similar environment?What did you do to stay organized and make sure everything was accomplished?What was your demeanor? How did you react?
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Discuss the observation and relate the following question to what they saw or what you have explained about work ethic expected from an MT:
11. Tell me about the last project that you were involved with that required extra effort on your part?When was it? What adjustments did you have to make to meet these demands? What was the outcome?
12. Tell me about the last time you took on an additional responsibility without being asked?What led you to take that initiative?
What questions do you have for me?
SELL, relate your discussion to the things that they told you they were looking for in a company and career. Relate back to the other companies they are interviewing with.
a. Matrix
e. Real Day- Don’t tell it, sell it!! Paint a picture of sales, customer service, marketing, washing cars, driving. (do not undersell the opportunity)
c. First year- What to expect…How you will feel…Takes a while to learn (3 months).
d. Give personal success story.
e. Ask for the one year commitment: They do not have to answer now, think about it.
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Appendix IManagement Trainee Second Interview Evaluation
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Appendix JManagement Trainee Third Interview Questions
Behavioral Interview QuestionsManagement Trainee-Third Interview
Name: _____________________________________ Date: __________________
What is your major?
o Why did you pick that major?
o What did you plan to do with it when you graduated?
What did you learn from your extracurricular activities on campus?
What did you enjoy most about your last job?
What did you enjoy least about your last job?
1. Customer Service:a. Tell me about a time you went above and beyond for a customer?
-Describe the steps you took to resolve the problem.
-Was that procedure?
-Result
b. Tell me about a time you had a difficult customer.
-What was your solution?
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-How was it resolved?
2. Persuasiveness:a. Tell me about the best sale you have had your whole life, not necessarily the biggest price tag but one where you worked diligently to get the sale.
-How did you prepare?
-How did you overcome your customer’s objections?
-How successful were you in your sales efforts?
3. Flexibility:a. Tell me about a time while at work a monkey wrench was thrown into your day.
-What did you do to solve it?
-How did you deal with it?
-Why did you decide to do that?
-Result
4. Result Driven:a. Tell me a time when you have been competitive on the job?
-Why are you competitive?
-Result
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Results Driven (continued)b. Give an example of a time that you were on a team that was falling apart. What
did you do?
-How did you overcome their objections?
-What would you have done differently?
-Result
Describe the worst manager you have ever had.
-How did you deal with it?
5. Leadership:a. Tell me about a time that you have been a leader on the job?
-How did you follow up and help them?
-How did your leadership skills stand out in this situation?
-Result
6. Communication:a. Tell me about a time when you had to change your communication style to get your point across?
-What challenges did you face?
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-How did you overcome those objections?
-Result
Final Questions What would you expect your job duties to be as an MT?
How will this position help you reach your long-term career goals?
Why do you think we call this a “Sales Position”?
What would you say are the major qualities that this position demands? (explain)
What position within Enterprise do you want to work towards?
What will you do if you don’t get this MT position at Enterprise?
7. What questions do you have for me?
8. Sell!!!!a. Core Values: Mission Statement (four parts), why the Mission Statement makes us number one in our industry.f. Big Picture
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g. Sell personal success story.h. One year commitment
Manager _____________________________________ Date ________________
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Appendix KManagement Trainee Third Interview Evaluation
RVP 3 rd INTERVIEW EVALUATION
Applicant: ___________________________________ Date: ________________________Interviewer:_______ Branch interviewing for: ___________
CUSTOMER SERVICE ABILITY (examples of success going above, difficult customer)Comments/Example:
ACCEPTABLE UNACCEPTABLE
SALES ABILITY (able to sell, examples of past persuasive behavior, competitiveness, etc)Comments/Example:
ACCEPTABLE UNACCEPTABLE
FLEXIBILITY (multitasking, handle unexpected situations, and fast paced environments)Comments/Example:
ACCEPTABLE UNACCEPTABLE
WORK ETHIC/RESULTS-DRIVEN (willing to work hours, above and beyond, set and exceed goals)Comments/Example:
ACCEPTABLE UNACCEPTABLE
COMMUNICATION (clearly conveys thoughts in interview, communicate with team and customers)Comments/Example:
ACCEPTABLE UNACCEPTABLE
LEADERSHIP (ability to lead team, motivate others, overcome obstacles)Comments/Example:
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ACCEPTABLE UNACCEPTABLE
Additional notes on career goals/Enterprise characteristics, etc:
Decision: HIRE REJECT
If reject, reason: _____________________________________________________________________________
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Appendix LInterview Questions for Patti Lis
1. What is the demographic makeup of manager trainees? 2. What is the average tenure of managers? 3. What retention efforts does the company use and what are the numbers regarding
retention and turnover? 4. How old are the hiring practices and when have they been revised?5. How does this project support Enterprise Holdings’ mission?6. What are the short-term goals?7. What are the long-term goals?8. Who facilitates the hiring process?9. What is the current selection of interview questions? Is there a question set?10. Are the individuals that facilitate the hiring process trained?11. Will training be given to implement ideas from the project?12. Will there be a need for deliverables beyond the written project assessment?13. What is your definition of a successful Management Trainee? How is their success
measured?
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Appendix MSales Matrix
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Appendix NInterview Questions for Management Trainees Molly and Steven
1. Define Success as an MT2. What is it that compelled you to apply for a management position with Enterprise?3. What motivates you every day?4. What one characteristic do you believe makes you successful?5. What one characteristic do you believe you need to perfect to make you more successful?6. Do you feel that any part of the hiring and selection process was key to you being hired? 7. Is there a portion of the hiring process that you were intimidated by?8. What questions do you remember, if any, from the interviews? 9. What question(s) do you think should be asked of all management candidates?10. What sets you apart from the other managers in training?11. What are your short-term professional goals?12. What are your long-term professional goals?13. Where do you see yourself in 5 years, within the organization?14. Did the interview process provide a clear depiction of what the Management Trainee job
actually is?15. What characteristics do you believe a successful MT should have?16. We are responsible for creating effective interview questions to hire successful MTs.
What are two questions that you believe we should ask?17. What type of new hire is NOT successful at Enterprise?
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Appendix OSales Matrix for Lansing Branch
Name Job Title Total AVG Upgrades Prepaid Fuel
Stef Branch Manager 38.66 2.03 7.2%
Jeff Assistant Manager 34.34 1.94 6.8%
Steven Management Trainee 31.38 0.88 1.9%
Molly Management Trainee 40.49 0.70 10.4%
February 2015
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Appendix PInterview Questions for Talent Acquisition Specialist Mike Proulx
1. What questions do you utilize most during behavioral interviews?2. Do you ask each question as listed on the behavioral interview guide?3. What do you look for in a Management trainee candidate?4. What are things that deter you from hiring someone?5. What Questions do you use?6. Are there any Questions that you use that aren’t on the behavioral questionnaire?7. Can you describe the process when recruiting?8. Where do you get the most recruits from?9. Where do you get the most retentive recruits?10. Do you believe that more questions based on competitiveness should be asked
during the interview process?11. Could you rank the interview questions as best as possible by importance in your
opinion?12. Is there a specific question you think can make or break the MT trainee interview?
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Appendix QInterview Questions for Talent Acquisition Specialist Al Reyes-Rivera
1. Do you believe the current interview questions provided to you by Enterprise are substantial?
2. Do you use the interview questions provided by Enterprise when conducting an interview? Why?
3. Do you use any questions of your own, that you find helpful, in your search for qualified applicants?
4. Do you believe competitiveness is a valuable characteristic for a Manager Trainee a have in order to be successful at Enterprise?
5. The interview questions provided by Enterprise are in relation to all core competencies;
6. Customer Service/Leadership/Result Driven/Flexibility etc. We noticed that the evaluation process couples results driven and competitiveness. We believe competitiveness should be given a bit more emphasis than it currently has (coupled with results driven) how do you feel about our assessment of the evaluation process?
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Appendix RCompetencies Questioned On Vs. Evaluated On
Figure 1.
Core Competencies From First Interview QuestionsVs. Core Competencies From First Interview Evaluation
Core Competencies First Interview First Interview EvaluationCustomer Service X XPersuasiveness X XFlexibility X XResult Driven XResult Driven Work Ethic XLeadership X XCommunication X XCompetitiveness X
Figure 2.
Core Competencies From Second Interview QuestionsVs. Core Competencies From Second Interview Evaluation
Core Competencies Second Interview Second Interview EvaluationSales Environment/Ability X XCustomer Service Environment/Ability X XLeadership Ability X XCommunication Ability X XFast Paced Environment XWork Ethic X X Flexibility X
Figure 3.
Core Competencies From Third Interview QuestionsVs. Core Competencies From Third Interview Evaluation
Core Competencies Third Interview Third Interview EvaluationCustomer Service X XPersuasiveness XFlexibility X XResult Driven XWork Ethic/Results Driven XLeadership X XCommunication X X Sales Ability X
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Appendix SCompetencies Changing From Interview to Interview
Core Competencies From First Interview Vs. First Interview Evaluation Vs. Second Interview Vs. Second Interview Evaluation Vs. Third Interview Vs Third Interview Evaluation
Core Competencies 1st Int. 1st Eval. 2nd Int. 2nd Eval. 3rd Int. 3rd Eval.Customer Service X X X X X XPersuasiveness X X XFlexibility X X X X XResult Driven X XResult Driven Work Ethic X XLeadership X X X X X XCommunication X X X X X XCompetitiveness XSales Environment/ Ability X X XFast Paced Environment XWork Ethic X X
1st Int.= First Interview, 1st Eval.= First Interview Evaluation, 2nd Int.= Second Interview, 2nd Eval.= Second Interview Evaluation, 3rd Int.= Third Interview, and 3rd Eval.= Third Interview Evaluation
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Appendix TEducation and Employment History for Tori Stevens
Education:
Central Michigan UniversityBachelor of Applied Arts, Major: Communication, Minor: Business Management
Central Michigan UniversityMasters of Education, Education Leadership
Employment:
Bank of America November 2014- PresentAssistant Vice President of Campus Recruiting
MetLife March 2014- November 2014Senior Recruiter at Randstad Sourceright for MetLife
University of North Carolina at Charlotte August 2013-March 2014Assistant Director, Career Education
Central Michigan University December 2010- August 2013Assistant Director of Career Services (REACH & Mock Interview Program Coordinator)
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Appendix UInterview Questions for Tori Stevens
1. What types of positions did you recruit for at MetLife?
2. What is the insurance industry like?
3. What types of positions are you currently recruiting for at Bank of America?
4. What is your favorite behavioral-based question to assess competitiveness?
5. Should competencies evaluated on directly reflect competencies questioned on?
6. Do you think there is a difference between results driven and competitiveness?
7. Should competencies assessed be the same from one interview to the next?
8.
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Appendix VInterview Questions for Quicken Loans Recruiter
1) Please describe the culture of Quicken Loans.
2) What does your interview process consist of?
3) What kind of questions are commonly asked during interviews, behavioral or situational?
4) What are the core competencies for your interview agenda?
5) Can you describe the method with which the interviewees are evaluated on?
6) How important would you say competitiveness is in a candidate?
7) How important would you say top sales/performance is in a candidate?
