Your AI Sales Closer, one step at a time. What the customer sees, what it is
allowed to do at each step, and the rule behind every decision. Every rule carries the date one
of you set it.
26 September 2026Hertz and Ace DriveFor Andrew Chan and Jesse Tan
The journey
01
Greeting and name
→
02
Working out the trip
→
03
Recommending
→
04
Confirming and paying
→
05
Pickup details
→
06
Sale complete
Any step can go hereYour team takes over: a change, a cancellation,
a corporate enquiry, or a car that is fully booked
Any step can go hereThe customer goes quiet, and it stops chasing
Who does what
Your Closer
Quoting, recommending, confirming, and taking the rental payment.
Your team
Anything it must not decide. It writes to the customer and alerts you, nothing more.
Step by step
01
Greeting and name
It greets once, asks their name, and asks what the trip is for. A wedding, an
airport run and a work week point at different cars.
What the customer sees
CustomerHi, do you have a 7 seater for mid November?
Your CloserYes, we have 7 seaters. May I have your name? And what is the trip for, so I point you at the right one?
CustomerAndrew. Family trip, we are driving up to JB.
What it may use here
Send the replyRemember a detailCheck one named carFind three free carsAlert your team
Rules at this step
7 AugIf the customer opens with a real question, it answers
in that same message, then carries on. It never says it will check and come back.
Your words on 7 August: the fear was a bot that quotes
and informs but never closes.
11 AugIt never names a car before checking what is free.
Most of the fleet is out, subleased or in transit. A car
named early is a promise you have to break two messages later.
11 AugIt never counts the days itself. The tool counts them.
18 to 26 October is nine days, not eight. Counting a date
range is exactly where a quote goes wrong.
It asks for a name once. If they do not give it, it carries on anyway.
02
Working out the trip
It gets the collection and return dates, reads your inventory sheet, and comes
back with three cars that are genuinely free for those dates, priced for the whole hire.
What the customer sees
Your CloserWhich dates are you collecting and returning?
Customer12 to 16 Nov. Picking up Saturday morning.
Your CloserThree free for 12 to 16 Nov, 5 days:
1. Nissan Serena e-Power, 7 seats total 2. Toyota Alphard, 7 seats total 3. Honda Freed, 7 seats total
The Serena suits a family run to JB, it is the cheapest per day over 5 days and the boot takes four large cases.
Saturday collection is S$55. As you are crossing into Malaysia, the daily Malaysia surcharge and the Malaysia deposit apply, both shown above.
Insurance excess and the refundable deposit are on each option. Which one shall I hold?
Totals are blanked in this example. A real figure only ever comes from your
rate card, never from the Closer.
What it may use here
Find three free carsPrice a carSend a photoAnswer from your charges document
Rules at this step
31 JulThree cars, cheapest first, each with a reason tied to
their trip.
Your instruction on 31 July: source prices and offer
about three choices. A list without reasons is a price list, not a recommendation.
11 AugDates count inclusively. 8 to 12 August is a five day
hire.
11 AugPrice always comes from the duration band, never the
daily rate multiplied by the days.
Your per-day rate falls as the hire lengthens, so
multiplying overcharges the customer.
13 AugThe insurance excess and the deposit are said in the
same message as the options, before they choose.
13 AugCollection fees go into the first total as soon as it
knows the day and time.
Saturday S$55. Sunday S$65. Public holiday S$160.
Delivery S$88. Self pickup S$38. After hours 7:00 to 8:14am S$150, 8:15 to 9:00am S$90,
6:01 to 7:59pm S$90, 8:00 to 11:00pm S$150. A customer met a weekend fee after saying
yes, once. Not again.
12 AugThe moment Malaysia, JB or the causeway comes up,
every price becomes the Malaysia price, itemised, unasked.
A customer was quoted the Singapore deposit for a trip
across the border, S$2,000 short, and only heard about the surcharge when he asked.
14 AugWho may drive, said plainly and never softened.
23 to 65 years old, licence held three years, no P plate.
No private hire, Grab, Gojek, TADA or delivery work. Your hardest rule: the insurance is
void the moment the car is used commercially.
12 AugIt stays in the class they asked for, every time.
03
Recommending and handling the choice
It helps them choose, swaps cars if they want something different, and answers
charge and policy questions from the document you uploaded.
What the customer sees
CustomerAny discount? My colleague paid less last month.
Your CloserRates are set by the season and the length of the hire, so there is no discount for me to give.
What I can do is show you the 7 day band, where the daily rate drops, or a smaller car on the same dates. Would either help?
CustomerTake the Serena. Actually can I get the Alphard instead?
Your CloserThe Alphard is free on 12 to 16 Nov. Switching you to it now, same reference.
What it may use here
Find three free carsPrice a carAnswer from your charges documentAlert your team
Rules at this step
13 AugNo discount, no promotion, no free upgrade, not even
hinted at.
Not even hedged. "Promotions do come up from time to
time" is an invented hope plus a follow-up nobody will make.
13 AugOnce they have chosen, that is the car. New trip
information re-prices that car and never reopens the list.
A customer who had already picked the Mercedes was shown
all three again and had to say "I already chose the Merc".
10 SepIf a car the customer named is not
free, it says so, gives the next free date, and hands it to your team. It does not pick
the replacement itself.
13 AugIf they already hold a booking, it names that booking
first and asks whether this is a change or an extra car.
A customer who had paid for an Estima was quoted a
brand-new full-price hire, and had to raise it himself.
10 SepA request to change dates, swap the car or cancel
moves straight to your team.
04
Confirming and paying
It sends the booking summary and generates the payment link itself, in the same
message. Nobody has to be at a desk for this to happen.
What the customer sees
Your CloserToyota Alphard, 12 to 16 Nov, 5 days, collecting Saturday 9am. Rental total incl. GST total
The refundable deposit of amount is not on this link. Our staff take it at the counter when you collect the car, and it comes back after the car is returned.
Colour and exact model can vary, and an upgrade may be given if the booked car is unavailable. Our team confirms the car and the plate at collection.
Here is your link, the car is held while you pay: checkout.stripe.com/…
CustomerPaid.
What it may use here
Record the bookingSend the payment linkPrice a car
Rules at this step
10 SepThe link carries the rental total including GST, and
nothing else.
10 SepThe deposit is told to the customer before the link
goes out, every time, with the amount and the fact that your staff collect it at the
counter. We never charge it.
10 SepEvery confirmation says the colour, the exact model or
an upgrade may vary, and that your team confirms the car at collection.
It never asks for card details in the chat.
It never calls a booking confirmed before it is paid. Until then it is held.
05
Pickup details
It collects what your team needs to hand the car over, then alerts them with
all of it in one message.
What the customer sees
Your CloserCollecting from the branch, or shall we deliver?
CustomerDeliver to Woodlands, 9am. Can I keep it two more days?
Your CloserDelivery to Woodlands is S$88.
The Alphard is free on the 17th and 18th. Two added days only, amount, same booking and no second deposit. Link below.
Our team has your handover details and will confirm the car at collection.
What it may use here
Remember a detailSend the payment linkAlert your team
Rules at this step
13 AugOut of hours or weekend fees are said here, not at the
counter.
13 AugA paid customer keeping the same car for more days is
an extension, not a change. It bills only the added days, same reference, no second
deposit.
A customer who had paid for 12 to 14 October asked to
extend to the 16th and was quoted all five days again, on a second car, with a second
deposit.
10 SepAnything else about an existing booking goes to your
team.
06
Sale complete
The booking is written into your sheet and your team has the handover details.
The Closer stays available for follow-up questions.
What the customer sees
CustomerIs my booking confirmed?
Your CloserYes, paid and confirmed. Toyota Alphard, 12 to 18 Nov, delivery to Woodlands 9am on the 12th.
CustomerCan I get a refund if I cancel?
Your CloserOur team handles cancellations and what is owed. I have let them know and a colleague will come back to you here.
What it may use here
Send the replyAnswer from your charges documentAlert your team
Rules at this step
It answers questions about the booking by reading your sheet that turn, never from
what was said earlier in the chat.
10 SepAn unpaid booking is described as held, never as
confirmed. It is confirmed the moment it is paid.
13 AugIt never promises a refund, a credit or money back.
Your cancellation policy decides what is owed.
It once told a customer his money "will be refunded to
your original payment method". Your policy forfeits the full amount within two weeks of
the hire.
A new trip starts over as its own booking, with its own reference.
When it hands over, and when it stops
—
Your team takes over
One step for everything the Closer must not finish itself. It tells the customer
a colleague will pick it up, and alerts you in the same message so somebody actually does.
What the customer sees
CustomerI need to cancel my booking for next week.
Your CloserCancellations are handled by our team. I have passed your booking to a colleague and they will come back to you here or on the hotline.
All it may use here
Send the replyAlert your team
What arrives here
10 SepA change or a cancellation to a booking.
10 SepA corporate, fleet, company account or yearly lease
enquiry goes to an executive, never into the chat. It captures what they need and never
quotes a fleet rate.
10 SepA car that is fully booked on their dates. The alert
names the car and the dates so a person can offer the alternative.
At this step it has no tool that can quote, charge, change or cancel. Even if a
customer insists, there is nothing for it to act with.
—
When the customer goes quiet
"Not now", "I found a car", "just looking". It acknowledges once and stops.
What the customer sees
CustomerFound something else, thanks.
Your CloserNo problem. The hold on the Alphard is released. Message me any time and I will check what is free.
Rules at this step
No chasing, no counter offer, no asking why. One line, and it waits.
If they were holding a car, it says the hold is released, so nobody is surprised
later.
They are not deleted. If they message again it picks up where it left off, without
making them start over.
Where it gets its facts
It never answers a price, a car or a charge from memory. Every figure
comes from one of these four, read at the moment of the conversation. Two of them are connected
today. The other two are in the list at the bottom of this page.
Your inventory sheet
Which cars are free on which days, and where
the booking is written back once it is paid.
Running on a copy of your
workbook until we have edit access
Your pricing sheet
Both rate cards, the duration bands, the
insurance ladder and the deposit for each class.
Same copy
Your website
Car photographs, seat counts and the insurance excess,
read from hertzsingapore.com.
Connected. 56 vehicles, refreshed today
Your charges document
Add-ons, fuel policy, licence rules and
promotions. It searches this before answering, and answers only from what it finds.
Not sent to us yet. Until it is, every charge question goes to your team
If none of them has the answer, it says a colleague
will confirm and alerts your team. It does not guess.
What it will never do
Invent a car, a price, a photo or a fee
Give a discount, a promotion or a free upgrade
Take card details in the chat
Charge the deposit
Cancel or change a booking
Quote a corporate or fleet rate
Rent to a private hire or Grab driver
Name which of your staff is handling a booking
Give out a mobile number
Promise a time by which someone will reply
What we need connected
Everything above is built. Four things are still
on your side, and each one switches on a part of what you have just read. Until they are
connected, the Closer is running against a copy of your workbook, so anything you test is real
behaviour on last week's data.
A name and a mobile for the handover alerts
This is the most important one. Every time the Closer says a colleague will pick it up,
it sends an alert. There is nobody to send it to yet, so those promises currently go
nowhere. One name and one number is enough to start.
Edit access to the live workbook
We have comment access today. The Closer has to write the booking back into your sheet,
mark the car's days and add the row to the AI Bookings tab, so comment access cannot work.
We will send you a service account address to add. It looks like an ordinary email address.
Your add-ons, charges and promotions document
Fuel policy, licence rules, late return, add-on prices. The Closer answers those only
from your own document and never from memory, so until we have it, every one of those
questions goes to your team instead.
The two WhatsApp numbers
One for Hertz, one for Ace Drive. Both need to be new numbers with no WhatsApp app
installed on them, so your existing lines keep working exactly as they do now.
Telling us it is wrong
This is the part we need from you. Read down the steps and mark anything that does not match
how you work. The most useful corrections are the small ones: a fee that has moved, an age
limit, a class of car that should never be offered to a certain customer, a sentence you would
never say to a client.
Give us the step number and what it should say instead. A voice note is fine.