Driver Quiz - Basic Training

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* 1. What is your first and last name?

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* 2. When should you get the door?

Always, if possible. Sometimes the customer will beat you to it.

Sometimes, customer service is not that important.

When the customer is angry and unlikely to give me a cash tip, because I don't want them to leave a bad review or email my manager which will probably get me terminated.

When the customer is happy and likely to give me a cash tip. Plus I want a 5 star review, so I can get paid more for these two weeks, and be higher up the list of people to assign trips to if the economy is slowing down.

When the customer is elderly or may need additional assistance. This prevents them from getting injured on the way in or out of the vehicle.

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* 3. Do you get 100% of your tips on the reservation?

Yes, always.

No, the company keeps them.

The tips on the reservation are split with everyone.

None of the above

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* 4. If you are in an accident, what do you do?

Take pictures of the vehicle if you can: one of each side and 4 diagonal pictures. Send the pictures to your local manager. Get the insurance information for the other vehicle whenever possible and also send it to your local manager.

Let your local manager know if you or the customer is injured or not injured. Ask the customer if they are ok first, and try to determine if it's more than just scratches or bruises by asking them.

We have liability, not full coverage or comp, so we don't get anything from filing an insurance claim aside from higher rates or possible cancellation. Try to avoid accidents and minimize damage to you, the customer and the vehicle. If the damage to the other vehicle is less than $2,500 the company would rather just pay for the damage than file a claim. If the other driver has full coverage and they are at fault, then we can file a claim on their insurance instead of our insurance to repair our vehicle and their vehicle.

Contact your local manager to arrange transportation for you and the customer or a tow to our shop at 1807 W Buchanan St. Be careful not to say anything that will piss off the customer. If it's not that serious, continue your trip, drop the customer off and take the vehicle to get safety checked at the shop. If you're feeling a bunch of anxiety, let the local manager know to see if it's possible for you to go home early and get your rides covered.

If anyone has serious injuries or the damage to the other vehicle is major, call 911 to report the accident. Whoever the police determines is at fault is what the insurance companies use. Never admit you are at fault since it goes on your MVR and the police officer may think differently.

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* 5. When will my paystubs be available on my portal?

On Friday when I normally get paid.

On Sunday after payday. We need extra time to upload and link all of them to your portals.

None of the above

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* 6. What do you never talk about with customers?

Anything that will lead them to believe you are interested in them. This is not love connection transportation.

Anything negative - doesn't matter if it's about you, your day, your dispatcher, or the company.

Your tips or money issues - automatic termination

Current or past maintenance issues with the vehicle

Fun things to do or great food in the area.

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* 7. How do I increase the maximum pay not including tax, tolls and fuel?

Each 5 star review from 1 to 4 in the last two weeks adds a half percent to your pay up to 2% or 32% total.

Any 5 star reviews over 4 in the last two weeks adds $10 per review to your paycheck.

You start over every pay period.

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* 8. How do I get 5 star reviews without getting a bunch of 3 and 4 star reviews?

Do everything right: be on time, clean car, get the door, help with bags, friendly conversation or quiet, etc.

Give the customer a better experience than they are expecting. Water, snacks, coffee, fun or funny story, information about the area, etc. Ask Wayne or Garrick what to do.

Ask exploratory questions about how you did, previous drivers, people on the phone, etc. to see if it's likely.

Send the 5 star review text within 10 minutes of dropping off the customer.

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* 9. How do you make more?

Accept everything you are offered without complaining and don't be afraid to ask for more. This is a team effort to keep the customers happy.

Get a DOT medical card. The company will reimburse you up to $50. This is required to drive the vans and bigger vehicles.

No accidents or tickets. Drive safely all the time; we know when you're speeding or wasting gas, and we remove drivers that are likely to be in an accident or driving recklessly, or like gas is free and mpg doesn't matter.

Be on time and reliable. You should have way more 5 star reviews then complaints if any.

Get lots of 5 star reviews

Brown nose the local manager. Pretty soon only the software will automatically decide who gets the higher dollar trips based on reviews.

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* 10. Who is responsible for putting gas in the vehicles?

You are; drivers are responsible for filling up the tanks prior to dropping off the vehicles. If you are switching cars with another driver, try not to make them late by returning the vehicle as soon as possible. Always pump unleaded, unless you are putting diesel in the sprinters. No premium gas.

The other driver will do it. I don't get paid to pump gas, and I don't care if the other driver is late.

None of the above

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* 11. Where is my portal?

For Arizona it's https://airportshuttleofphoenix.com/firstname-lastname If you're new it will be available sometime on the Sunday after payday.

For Texas it's https://texasshuttle.com/firstname-lastname If you're new it will be available sometime on the Sunday after payday.

None of the above

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* 12. What do you do when you have questions about your pay?

Call your local manager and complain.

Call the owner or President of the company and demand money.

Open up your paystubs on your portal. They explain everything in detail with all the math already done.

Make up some math based on what a driver or local manager told you, and then quit because you're the math and payroll expert of our company.

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* 13. What do I do if I have any health issues or prescriptions that may effect my driving?

Tell your local manager immediately. If it's not that serious, we still need to know.

Get a DOT physical. We will reimburse you up to $50. If the doctor says it's ok, you can normally continue driving.

Don't say anything. It's ok if you crash a vehicle or get yourself and a customer into an accident.

None of the above

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* 14. How do you avoid accidents?

Unless you are an extremely cautious driver at home, don't drive like you do in your personal car. When you are in a company vehicle, you should at least double the space between you and the vehicle in front of you and teach yourself to brake and accelerate slower and smoother than normal. If you notice your customer is grabbing the handles on the ceiling or acting scared, you need to slow down and put them at ease with mostly your driving.

Always drive the speed limit to give yourself more time to stop and avoid road debris. If you're not used to doing this at home, then rely more on your cruise control to keep your speed exactly the speed limit. One speeding ticket can get you terminated and make it impossible for you to work as a driver for someone else until it falls off your MVR. Insurance companies raise the rates of every vehicle on the policy not just the one vehicle you drive, so companies have no choice except to either pay double every month or terminate you. That's a monthly increase of $500 per car times the number of vehicles. Pay special attention to school zones and coming to a complete stop at stop signs or red lights to avoid tickets.

Use your high beams at night as much as possible without blinding other drivers, and slow down if there are likely to be animals on the highway late at night (Show Low and Payson), fog, rain, ice, sand storms, road debris or snow. Follow the yellow warning signs and slow down for windy roads and areas where visibility is limited.

Generally assume there are lots of people texting and driving, falling asleep in semis, drunk people on the road, road ragers, and just plain bad drivers everywhere you go. Always have an exit plan to avoid an accident, and pay attention to the person behind you if you have to stop quickly. You can move forward a little more to avoid being rear ended or exit the road to the left or right if it's safe to do so.

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* 15. Who is responsible for cleaning the vehicles inside and out?

You are; drivers are responsible for washing the vehicles. Extra pay is included on your paycheck for fueling up and car washes. Please allow extra time before your trips to make sure the car is clean and drop it off clean to the next driver.

The mechanics and our elves clean the vehicles.

Your local manager and the mom club cleans the vehicles.

Some other driver does it. It's okay to leave the car dirty for the next driver. They love to be late or not get a cash tip because I forgot to clean the car.

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* 16. Why does my gas card not work?

I've already used my pin 4 times in the last 24 hours.

The company didn't pay the bill

I entered the wrong pin or odometer, tried to buy a car wash, or when inside and tried to buy drinks and snacks for myself or the customer, and got the card suspended due to fraud.

I tried to pump gas into my personal car or a gas can, and got the card suspended due to gas fraud.

I attempted to pump more gas than the vehicle's tank holds, or went over the limit per fill up or per day.

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* 17. How do I drive safely in ice or snow?

Brake, accelerate and turn slowly. Any fast movements will cause you to end up in a ditch. Try not to say anything that will scare the customer like I don't know what I'm doing...

Drive slowly, allow idiots to pass you when it's safe to do so. Don't end up in a ditch because someone else wants to pass. Put your safety, the customer, and your vehicle's safety first. Be especially careful on bridges, they tend to ice up more than normal. There is one heading north between Sedona and Flagstaff that is especially dangerous (5mph).

Put chains on your vehicle if there is any significant amount of snow on the ground and continue to drive slowly. Take the chains off if there is no more snow on the ground to avoid damaging them or your tires. Local managers can buy snow chains if there aren't any available, or you can go to Walmart and we will reimburse you. Bring warm gloves to protect your hands.

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* 18. When should you help with bags?

Always, if possible. Sometimes the customer will beat you to it.

Sometimes, customer service is not that important.

When the customer is angry and unlikely to give me a cash tip, because I don't want them to leave a bad review or email my manager which will probably get me terminated.

When the customer is happy and likely to give me a cash tip. Plus I want a 5 star review, so I can get paid more for these two weeks and be higher up the list of people to assign trips to if the economy is slowing down.

When the customer is elderly or may need additional assistance. This prevents them from getting injured on the way in or out of the vehicle.

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* 19. How do you deal with angry customers?

Always apologize. You can use the feel, felt, found technique if they are still going on and on.

Give them a reason that doesn't throw other people under the bus. Think of the company, not just yourself. You don't want bad reviews effecting whether you have work next week or getting you terminated. For example, unexpected traffic, unexpected construction, unexpected accident on the freeway. Normally you have a 15 minute buffer to be early, but it wasn't enough. Never say I overslept or anything that will make them think you are not a reliable, safe and competent driver. Everything you say will be used against the company.

Reassure the customer that they will still make it to the airport within enough time unless that's not possible or they can get on the next flight if they call ahead of time.

Get angry back with your words, demeanor, or give them the silent treatment like it's their fault that they are angry with you.

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* 20. Can you or your customers smoke in or within 50 feet of the vehicles?

No, never. We will typically never hire someone who smokes cigarettes or is around someone who smokes cigarettes, because the smell always ends up in the vehicle and it's nearly impossible to remove.

Sure, it doesn't matter if the cars permanently stink for every customer.

It's easy to spray something or use air fresheners to partially cover the smell.

Shampooing will remove all of the cigarette smell. It's not that difficult.

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* 21. How much does the company reimburse for health insurance, dental and vision combined?

$250 for full time

$100 for part time

$100 for full time

$50 for part time

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* 22. What is the minimum pay bonus?

It's extra pay that increases your overall pay to be more than the tip on the reservation added to the base pay.

It's increases your pay to 30% after the tax, tolls and fuel are removed. It's not the same thing as 30% of the total or subtotal.

You can see the amounts and math on your paystubs. Doing the pay calculation on paper is too difficult.

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* 23. Should you be on time, or up to 15 minutes early?

You should always plan to be no more than 15 minutes early. Customers don't like it if you are there more than 15 minutes early. If it's a long trip, wait for a few minutes at a gas station nearby, not in front of their house or their neighbors house unless you're planning to scare them. This gives you a buffer for unexpected traffic, and makes you 15 minutes early for your next trip. Customers can easily eat into your time, so always have a 15 minute buffer.

Customers consider 1 second late as late and that's only if their clock matches yours, which it probably doesn't half the time. They may think you are several minutes late consistently. In other words, now the customer is not happy with you or your company, the customer probably will not give you a cash tip, and the customer probably will not book again with our company, which means no future income for you or any other driver. Act like a chauffer, not a Lyft driver.

It's okay to be late half the time; I really love it when people are angry with me, silent, rude, or they call and yell at the people on the phones who are trying to make sales to keep me busy. I also love it when they write my manager angry emails and threaten or actually write bad reviews about me.

I like to show up at least 30 minutes early and park in front of the customer's house without saying anything. This really scares the crap out of women, and they call the office to cancel almost every time.

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