I. INTRODUCTION

In an effort to increase revenue, it is often standard procedure to attempt to sell a customer a more expensive vehicle than the one reserved. (This, of course, assumes that a more expensive vehicle is available at the time of rental.

This chapter discusses the methods that can be used in CARS+ for upsells, the set up required, and a guide on how to add the charge to a RA.

II. DEFINITIONS

Upsell - a more expensive vehicle is given in place of the one reserved AND an additional fee IS charged. Examples of when an upsell takes place:

Upgrade - a more expensive vehicle is given in place of the one reserved. An additional fee is NOT charged. Examples of when a free upgrade may take place:

In this chapter, the difference between 'upsell' and 'upgrade' is that 'upsell' is chargeable and 'upgrade' is free.

It is the concept of UPSELL that is discussed in this chapter.

III. THREE METHODS OF DOING UPSELLS

CARS+ offers the following three methods of entering an upsell:

A. Change the Rate Class

An upsell can be done on the main window of RA Open by simply changing the reserved Rate Class to the Class of the vehicle rented using field 14b (Rate Class). The rate itself is changed.

Example:

The customer reserved a compact car at $40 per day.
The rental agent offers the full size car at $45 per day, and the customer accepts.
The rate on the RA is changed to $45.

Sometimes the vehicle selected will not have the same Pricing Code as the the pricing code on the reservation. (Pricing Codes control the amount charged for certain options such as LDW.) If there are different Pricing Codes, the following message will display:

VEHICLE'S OPTS ARE PRICED DIFFERENTLY, USE PREVIOUS RATES?

Enter:

Y = keep the Pricing Code that is already on the RA (the one from the reservation).

N = change the Pricing Code on the RA to the one that corresponds to the vehicle selected.

When the vehicle chosen for the RA is not the same class as the vehicle reserved, the following question is asked:

USE QUOTED RATES?

Enter:

Y = keep the rate class that was on the reservation on the RA. In other words, charge for the original vehicle class on the reservation. NOTE: This is NOT an upsell; this is a free upgrade.

N = change the rate for the RA to the one that corresponds to this class of vehicle. This is an upsell.

When an upsell is done this way, it is tracked and reported on the Extra Revenue Report under the term "Upgrades".

This method does not make use of the Upsell Subwindow (Subwindow "U").

B. Don't Change the Rate Class; use an Option.

An upsell can be done by selecting an Option in the Option Pop-Up window (accessed by using Shift/F5) that represents a separate daily charge for the upsell. When this method is used, the reserved Rate and Rate Class are NOT changed from what was on the reservation.

Example:

The customer reserved a compact car at $40 per day.
The rental agent offers the full size car for $5 more per day, and the customer accepts.
The rate on the RA is remains at $40 for the compact car.
An upsell option is added at $5 per day.

When the following question is asked, enter "Y".

USE QUOTED RATES?

Enter:

Y = keep the rate class that was on the reservation on the RA. In other words, charge for the original vehicle class on the reservation. The upsell charge will be placed on the RA by the rental agent selecting it in the Option Pop-up Window (accessed by using Shift/F5).

To do a free upgrade, do not select the upgrade option from the Option pop-up window.

Required Set up: An option code must be set up in Edit Optional Items and Edit Option Rates.

This Option will be a type "O" option. It will normally have an editable rate which allows the rental agent to negotiate the increased charge with the customer. The charge may be different from the published difference between the two rate classes. The daily charge for the upsell is entered in the "Rate" field of the Option pop-up window.

When an upsell is done this way, it is tracked and reported on the Extra Revenue Report under the Option Code created for the upsell.

This method does not make use of the Upsell Subwindow (Subwindow "U").

C. Use the Upsell Subwindow

The remainder of this chapter is devoted to this method. It makes use of a matrix of all possible upgrades and their rates. The matrix is displayed in the U Subwindow of RA Open. The reserved rate and rate class are honored; a separate upsell charge is added to the RA.

Depending on the set up, the rental agent may be able to negotiate the the upsell charge directly with the customer. However, in this method some constraints can be placed on the rental agent's ability to negotiate the upsell charge. A minimum upsell charge is set and usually can only be increased---not decreased.

IV. REQUIRED SET-UP STEPS FOR THE UPSELL WINDOW

A. EDIT CLASS CODES (Vehicle Control Files Menu)

Field 9: CLASS HIERARCHY

Several programs within CARS+ use the Class Hierarchy rating for the Class. This hierarchy is used to rank the various classes based on rental cost --with the lowest number representing the least expensive vehicle class, and the highest number representing the most expensive clas. Class Hierarchy must be defined in order for the Upsell feature to work properly.

The numbers from 1 to 999 can be used. It is recommend that numbers should be used leaving "gaps" in between them. In the future, this will allow a new class to be inserted between two previously established hierarchy levels. A simple example of class hierarchy ratings is shown below:

Class Code	Description	Hierarchy Level
ECAR    	Economy 	 5
CCAR    	Compact 	10
ICAR    	Midsize 	15
SCAR    	Standard	20
FCAR    	Full size	25
PDAR    	Premium 	30
MVAR    	Minivan 	35
LDAR    	Luxury  	40
XFAR    	Sport Utility	45

B. EDIT UPSELL RULES/RATES (Rate Control Files Menu)

This program is used to set up a matrix of the minimum daily upsell charge between all of the vehicle class combinations.

The prompt that appears at the bottom of the screen asks for two pieces of data: either "F" (from) or "T" (to) plus a Rate Class. In the examples below, the matrix is being set up FROM the various classes.

Example: FROM the ECAR to the more expensive classes:

OPTION: __ EDIT UPSELL RULES/RATES Page 1/7 1 Rate set A 2 Product up 3 Date 01-01-18 4 Time 0000 5 Comment 1SAVE 2NEXT REC 3ERASE 4PREV REC 5BACKUP 6 7HELP 8NEXT PAGE Enter F)rom or T)o/Class:F/ECAR

On the second page, enter the daily rate for the upsell from the ECAR to the more expensive vehicles. If an upsell is not done to a particular class, enter zero for the rate. Using the example below, note that to upsell from a ECAR to a SCAR is $8 per day.

OPTION: __ EDIT UPSELL RULES/RATES Page 1/7 _ Ln Class Day Free Mi Mile City UPSELL FROM: CCAR Empl 1Wy Prc 001 CCAR 4.00 002 ICAR 6.00 003 SCAR 8.00 004 FCAR 9.00 005 PCAR 10.00 006 MVAR 15.00 007 XFAR 18.00 008 LCAR 25.00 009 010 0

(The class ECAR is not listed because its less expensive.)

Continue to complete the matrix with a record FROM each car class to the ones that are more expensive and are valid upsells.

Please refer to the chapter EDIT UPSELL RULES/RATES for more details about setting up and maintaining the upsell matrix.

C. EDIT OPTIONAL ITEMS (Option Control Files Menu)

Set up the Option Code for the upsell.

OPT CODE	Example: Enter UPGRD (RET).
SHORT DESC	Enter the description for the upgrade (up to 10 alphanumeric characters). EXAMPLE: Type UPSELL (RET)
TYP FLG	Enter the option type code, which must be "U". This is what designates this option as the upsell code. EXAMPLE: Type: U (RET)
GL ACCT	Enter up to 4 numeric characters to indicate the revenue account to which Upsell time revenue should be posted. EXAMPLE:Type 4100 (RET).

Page 1 of the Options record for the upsell option will look like this:

OPTION: __ EDIT OPTIONAL ITEMS FILE Page 1/6 # *Opt Short Typ GL Echo Allow INS Pass Rpt as WebRes Pay Send to # *Code Desc Flg Acct Cls Qty Only Thru Rev Visible Royalty Seamless 01 UPGRD UPSELL U 4100 Y 02 03

D. EDIT OPTION RATES (Option Control Files Menu)

Set up a record for the Option. In this case the option code is "UPGRD".

An example is shown below and comments follow it.

OPTION: __ EDIT OPTIONAL RATES Page 1/7 # *Loc *Option Cl Primary Weekly Monthly Xday # *Code *Code *Prv *Prc *Cu *Eff Date Mt Rate Rate Rate Rate 01 UPGRD 01-01-18 D 02 03

OPTION: __ EDIT OPTIONAL RATES Page 2/7 # *Loc *Option Hourly Tx At Tr TM Mx Pct Cvg Min # *Code *Code *Prv *Prc *Cu *Eff Date Rate Fg Ap On Ds Dy Bas Resp Age 0 01 UPGRD 01-01-18 N 02 03

OPTION: __ EDIT OPTIONAL RATES Page 3/7 # *Loc *Option Edit daily Weekly Max Prem Expire # *Code *Code *Prv *Prc *Eff Date *Curr Flg Disc Disc Amt Pct Date 01 UPGRD 01-01-18 Y 02 03

If the upsell matrix will apply to all locations, leave the Location Field blank. If it will apply to only certain locations, create an upsell record for each location.

EFF DATE	Enter the date that this record takes effect. (The actual effective date for the upsell rates will come from the Upsell Matrix records.) EXAMPLE:Type 010118 (RET)
CL MT	Enter the appropriate code to indicate how the charge is to be calculated. EXAMPLE: Type D (for daily)
PRIMARY RATE	The actual Upsell charge will be taken from the Upsell Matrix. This field should be left blank.
AT AP	There is a subtle difference in the way the Upsell option is treated depending on whether a "D" (dependent) or a "N" (not automatically applied) is entered in this field. This field and the Upsell field in Edit Locations interact. N = When added to a RA, the upsell option will appear in the "D" (Options) sub-window of RA Open. If the upsell option is set up as 'editable' (see the "Edit Flag" on page 3), the choice that was made in the Edit Locations (page 2, Field #4) regarding increasing and/or decreasing the upsell charge will govern how upsell edits work. (The set up for Edit Locations is the next step in the instructions below.) D = When added to a RA, the upsell option will appear in the "T" (Mandatory Charges) subwindow. If the upsell option is set up as 'editable', the rate from the upsell matrix may be edited by increasing OR decreasing the amount. This is true regardless of what was entered in the upsell field in the Edit Locations. EXAMPLE:Type N (RET). User tip: The field in Edit Locations applies to Upsell only when the upsell option is marked as "N", not automatically applied.
MX DY	Leave this column blank unless the upsell charge should be limited to a certain number of days. EXAMPLE: Press (RET)
EDIT FLG	Indicate if the upsell charge should be editable. Y =Users are restricted in editing the upsell charge as set in other places. N =The upsell charge from the upsell matrix cannot be edited at all. EXAMPLE: Type Y (RET)

Return the cursor to the "OPTION:" field and press "F1" to save the data.

E. EDIT LOCATIONS

Page 2, Field 2: UPSELL

This field is used to turn on or off several features related to the Upsell Subwindow. This field and the "Automatically Apply" field in Edit Option Rates interact. Enter:

N = Upsells are not allowed at this location at this time. Access to the U Subwindow on RA Open is blocked for all rentals in RA Open and Batch Open.

Y = Upsells on rentals with reservations are allowed at this location. Access to the U Subwindow is open to all users.

If the set up in Edit Option Rates field "Automatically Apply" is set to "N" and is set to 'editable' (refer to the previous section on Edit Option Rates), the following applies:

Y = Upsell charges can be increased on the Option Subwindow of RA Open (Subwindow D) and Batch Open. Upsell charges cannot be decreased from what is set up in the Upsell Matrix.

X = Upsells are allowed but the rate cannot be edited (increased nor decreased) in the Option Subwindow of RA Open and Batch Open.

If the set up in Edit Option Rates field "Automatically Apply" is set to "D" (dependently applied) and is set to 'editable' (refer to the previous section on Edit Option Rates), the following applies:

Y = Upsell charges can be increased or decreased in the Mandatory Charges Subwindow (Subwindow T) of RA Open and Batch Open.

EXAMPLE: Type Y (RET).

User tip: When the value of "X" or "Y" is entered in this field, the upsell rate can be lowered or removed in Edit Opening Fields.

F. EDIT MAIN CONTROL RECORD

Page 1, Field 33: UPSELL ONLY NATIONAL REZ

This field controls one of the functions of the Upsell Subwindow on the RA Open screen.

Y = Access to the Upsell Subwindow is only allowed on rentals involving reservations that were booked through a national reservation center. Reservations which were created directly on your system CANNOT be upsold.

N = Access to the Upsell Subwindow is allowed on all rentals involving a reservation regardless of where the reservation originated.

G. EDIT MISC CONTROL FIELDS

Page 3, Field 4: UPSELL FRACTION

This field is for use by Hertz Canada only for calculations performed on their Revenue Accrual Report. Refer to the chapter for details.

Page 4, Field 24: UPSELL YIELD

When yield managed rates are used for walk-up rentals, some operations offer the rental agent the ability to upsell to a higher price than that quoted on the yield-managed rate. When in effect, a pop-up window appears in RA Open displaying the rates at the various yield levels. The user can select a different level than the one the system selected. Additionally, if this feature is in effect, the upsell is tracked as extra revenue earned by the rental agent. Enter:

Y = When a yield managed rate is used for a walk up rental, a pop-up window displays, allowing the rental agent to apply a different yield level to the RA than the one selected by the system.

N (or blank) = The upsell for yield managed rates is not in effect.

Page 4, Field 25: UPSELL EDITED RES RATES

Y = Yes, upsells are allowed, even if the reservation's rate has been edited or the rate class has been changed.

N (or blank) = No, upsells are not allowed when the reservation's rate has been edited nor when the rate class has been changed.

Page 5, Field 35: USE UPSELL MILEAGE?

Y = Yes, when doing an upsell, any mileage allowance and or rate per mile that is on the upsell rate record for the upsell class will always be applied to the rental, even if the reserved rate is defined as having unlimited miles.

N (or blank) = No, the mileage allowance or mileage rate on the upsell record will NOT always be applied to a transaction. It is only applied if the upsold class is defined as subject to a mileage charge on the RA's retail rate.

User tip: This point is also discussed in the Edit Upsell Rules/Rates chapter under the section MILEAGE RATES AND FREE MILES ON UPSELLS.

User tip: Every RA has a Time & Mileage rate that comes from a Rate Set. The Rate Set is either the one defined in the record for the opening Location, or when a location belongs to a Rate Group, the Rate Set may be from a Rate Group record. When the Upsell Matrix is used, the system looks first for the Upsell Matrix record that matches the Rate Set of the Time & Mileage rate on the RA. (Only the first 2 characters of the Rate Set are used.) If there is no Upsell Matrix record for that Rate Set, it then looks for the Upsell Matrix record for the Rate Set assigned in the opening Location record. (Again, only the first 2 characters of the Rate Set are used.) This guarantees that the upsell rates are appropriate for the Time and Mileage rate on the rental.

Page 7, Field 6: EDIT UPSELL?

Y = Upsell charges can be edited (increased or decreased) in the Option Subwindow of RA Open (Subwindow D) and Batch Open for all locations doing upsell.

H. EDIT USER ACCESS FILE

Page 2, Field 35 UPSELL EDIT EDTCLS

Indicate whether or not the user is allowed to edit or delete the upsell rate from a RA in Edit Closed RA.

Y = Yes. This user can edit or remove the upsell rate (even if the upsell option itself is marked as "uneditable" and even if the user is blocked from editing other options.)

N = No. This user cannot edit the upsell rate from an RA.

V. COUNTER INSTRUCTIONS

A. ADDING AN UPSELL CHARGE WHEN OPENING A RA

Begin the RA by loading the reservation.

To access the Upsell Subwindow, type U (RET) at the "OPTION:" field on the main window.

Note that access to the U Subwindow is barred if:

1. Upsells have been turned off by the field on the Location record.
2. There is no reservation on the rental.
3. There is a reservation but it is not from a national reservation center and the setting in the Edit Main Control Record requires that the reservation be from a national reservation center.
4. The reservation's rate and/or rate class have been edited. (User tip: A field in the Edit Misc Control Fields record can be set so that upsells are allowed even when the reservation's rate and/or rate class have been edited.)
5. The Rate Product Code or Rate Class Code (Fields 13c and 13d on the Main Window) have been edited. Upsells are not allowed if the reserved rate has already been manually edited. (The Upsell logic must know exactly what rate the customer originally agreed to when reserving.) If the edits were done by mistake, re-load the reservation.
6. The rates on the A Subwindow have been manually edited.

If the Upsells are allowed, the window will then display something like this:

OPTION:__________ UPSELL RATES (* = Corp Rate) Upsell Per Day FreeMI Mile Rt City Upsell Per Day FreeMI Mile Rt City 1. CCAR 2.50 100 .15 .20 9. 2. MCAR 3.00 10. 3. FCAR 5.00 11. 4. LCAR 7.50 12. 5. PCAR 10.00 13. 6. EVAR 15.00 14. 7. FVAR 20.00 15. 8. 16. F2 Next 16 F4 Prev 16

This screen can display up to 16 classes of vehicles to which this customer can be upsold. These classes appear in the hierarchy order used in Edit Class Codes.

The "Per Day" column displays the minimum incremental daily charge to upgrade to each class. For example, in the display above, a customer would be charged at least $5.00 additional per day to upgrade from the reserved class to a FCAR class vehicle.

User tip: Upsell rates for CDPID rentals. When there is a CDPID number with a corporate rate on the RA, the upsell rates do NOT come from the upsell matrix. Instead, the difference between the rate for the classes on the corporate rate is shown as the upsell rate.

User tip: Upsell access for Hertz Au with CDPID rentals.

User tip: Upsell access for Hertz Au with CDPID rentals. When there is a Hertz booking from Hertz Reservation Centre with a CDPID, the Upsell window can be accessed only if there is a RQ code of CT or CR on the reservation. The RQ code can be viewed D sub window on the Reservation.

The next series of columns displays rates from the upsell record that may override the mileage rate and allotment on the Rate Rules record (see the chapter on Edit Upsell Rules/Rates for a discussion on how this conditional overriding occurs):

The "FreeMi" column displays the free miles/kms allowed when upgrading to a particular class of vehicle.

The "Mile Rt" column displays the per mile/km charge for chargeable miles/kms over the free allotment.

The "City" column displays the per mile/km charge for intercity miles/kms.

To select a record from the Upsell Matrix, type the desired line number in the Subwindow's "OPTION" Field.

EXAMPLE: To make the upsell to the FCAR class, Type 3 (RET).

Selecting an Upsell Record does NOT change the data in Fields 13c and 13d of the Main Window. Nor does it alter the rates displayed in Subwindow A. Instead, it automatically loads the Upsell option to the RA in either the Optional Charges (D) subwindow or the Mandatory Charges (T) subwindow.

The upsell selected above appears in the D Subwindow as follows:

OPTION: ______________ OPTIONAL CHARGES PAGE 1 Option Qty Rate/Weekly/Xday/Monthly/Hourly Max Deductible 1 CHILDSEAT 1 5.00/*/*/*/* * 2 BOXES 5 2.50/*/*/*/* * 3 LDW 1 15.99/*/*/*/* 100 4 SLI 1 7.99/47.95/*/*/* * 5 UPSELL 1 5.00/*/*/*/* * 6 * * */*/*/*/* * 7 * * */*/*/*/* * Desired Options * Damage Responsibility Amt 250 F2 NEXT 4 F4 PREV 4

The upsell rate appears on line 5 in the example. The upsell charge itself must selected through the U Subwindow.

The Pricing Code (for options) on the upsell class is applied to the RA. This can be seen by pressing Shift/F6 from the main OPTION field.

EDITING THE UPSELL RATE

The upsell rate that displays on the U Subwindow is the minimum upsell charge. If the set up permits it, the rate can be manually edited from the Options Subwindow (Subwindow D.) Note: The rate cannot be edited in the Upsell Subwindow.

There are several limitations that apply to upsell edits and they are discussed in Section IV (Required Set up Steps) earlier in this chapter.

Other rules are:

A. If the upsell rate is greater than the daily rate currently on the A Subwindow, the following message will appear at the bottom of the screen;

Upsell rate > than daily rate ok? (y/n)

Enter;

Y = By entering "Yes", you are acknowledging that the incremental increase is more than the basic daily rental rate.
Example: The daily rate is $35 a day and the upsell is $40 a day, making a total of $75 per day.

N = Entering "No" will cause your edit to be removed. The Upsell rate will revert back to the value from the Upsell Matrix.

B. There is no weekly or monthly upsell charge. A seven day rental will result in an upsell charge of seven times the daily rate quoted.

MISCELLANEOUS NOTES CONCERNING UPSELLS

1. To remove an upsell charge from a contract, use the Edit Opening Fields program.

2. Once an upsell charge is added to a contract, neither the Rate Product Code nor the Rate Class on the Main Window can be edited.

Even if the rate itself is editable, NO manual edits can be made to the rates on the A Subwindow. The one exception to this rule is that the Free Miles Code field is still accessible.

If the rate in the A Subwindow must be edited, remove the upsell from the contract and save it. Then edit the rate and save the RA again. Then place the upsell back on the contract and save once again.

3. Upsells and rates with mileage charges:

The default logic in CARS+ is apply the rate per mile from the Upsell file to a transaction if the reserved rate is defined with limited mileage /kms. But that means that when doing an upsell on an unlimited mileage/kms rate, any mileage/kms allowance or mileage/kms rate on the upsell rate record is ignored. This default logic can be changed via a flag on the Edit Misc Control Fields screen. It causes any mileage/kms allowance and or rate per mile/km that is on the upsell rate record to always be applied to the rental, even if the reserved rate is defined as having unlimited miles/kms.

4. When closing the RA, the upsell charge will calculate like all other time sensitive options. However, the quantity (number of days) and rate fields cannot be edited.

5. On the DBRs, revenue from upsell charges is included in the "Time" column with other time charges on the RA. It does not appear in the "Other" column.

6. On the Extra Revenue Report revenue from upsells made through the U Subwindow are shown under the Option Code "UPGRD" (defined in Edit Optional Items.) They do NOT appear as "Upgrades".