Studierende stehen vor dem LC und blicken lächelnd einer Kollegin mit einer Mappe in der Hand nach.

Exercise No. 28: Rent a car

Transfer the following verbal description into an EPC

a) A customer wants to rent a car. The customer service agent looks into the customer system to verify if the customer is an existing one or if he is new.

b) If the customer is new, the customer service agent inserts personal data and driver`s license information into the system. If the customer is a business client the service agent also has to enter a corporate bonus program.

c) Whether it is a new or an existing customer, the process continues with verifying a possible corporate bonus program. Then he has to allocate possible additional services for this program.

d) Afterwards, the customer has to specify the rental period, requested by the service agent.

e) The customer chooses a vehicle class and additional features. The customer service agent looks into the system to see if a suitable car is available or not.

f) If no suitable car is available, the customer service agent will look for an alternative for the customer, until a car is found. Therefore, the service agent asks the customer for different features.

g) If the car rental couldn`t offer a suitable car, the customer leaves the shop and the process ends.

h) If a suitable car is found, the customer has to choose the type of insurance he wants and has to decide if he wants a chauffeur.

i) If the customer wants a chauffeur, the customer service agent chooses an available one for the period requested.

j) Then the customer service agent prints the invoice, which the customer has to sign. At the same time, the customer has to pay a deposit, which can be in cash or by credit card.

k) If both, the invoice is signed and the deposit paid, the customer service agent gives the customer the keys, documents and necessary information about the car (e.g. fuel, emergency number, where he can pick up the car, etc.).

l) Afterwards, the customer goes to the car park. There he shows the invoice to the dispatcher.

m) The dispatcher brings the customer to the rented car.

n) The transaction is completed, the process ends.