Tires
What is 1 way to tell that you may need new tires?
Tread depth too low/shallow
exposure to heat
wires showing
tires are more than 6 years old
Name 2 different types of warranties we offer on our tires?
mileage/tread
road hazard
manufacturer's
90 day buy and try
OE
What is CFNA?
Credit First National Association
Firestone/Tires Plus/Bridgestone credit card
What information should you include in your Zendesk Internal Note?
Why did the person call
what you did to resolve their issue
linked KB
What site do you go to in order to access the Bridgestone application links (BXM, Zendesk, Daysmart, etc.)?
Bonus: How can you access this site?
Bridgestone SharePoint
What does TPMS stand for and what is it used for?
Tire Pressure Monitoring System - Alerts you when any of your tires are below the recommended PSI for your vehicle.
This warrants that the tire will deliver a given mileage; the length of coverage depends upon a specific tire.
Limited Mileage/treadwear Warranty
What are the 5 BSRO store names?
FCAC
TP
Michel TP - Regional
Hibdon TP - OK
Wheel Works - CA
What information should you MUST you verify on EVERY call?
Bonus: Can you tell me WHY these are important?
Name - First and last
phone number
email address - survey
What are the 3 elements of your CALL OPENING?
1. Brand the call
2. Identify the reason for the call
3. Obtain name and contact information
What is the aspect ratio of the tire size P255/65R18 92H?
Bonus: Where can you find that information?
65
This warranty covers damage to tires caused by pot holes, nails, curbs, etc.
Road Hazard Warranty
Blizzak and Winterforce brand tires are what TYPE of tire?
Bonus: Where did you find that information?
Winter
How many quality points will you lose if you do not link your KB?
5 pts
A hold with a Boss can be no longer than this many minutes?
2 minutes
Ask before placing Boss on hold. Thank them when you return from the hold. You MUST check in every 2 minutes.
Name 2 pieces of information you can find on a tire's sidewall.
Tire size
brand/name of tire
DOT number
Which warranty covers you if you buy 4 or more certain Bridgestone or Firestone brand tires through an authorized dealer and are not completely satisfied with the tires, you may return the tires for a refund or a replacement?
90-Day Buy & Try
What Firestone brand tire is designed specifically for light trucks?
Destination
What are KB's and what program do you use to access them?
Zendesk - Knowledge Base Articles
What is the difference between a cold transfer and a warm transfer?
Warm Transfer - introduction REQUIRED. Before transferring the caller you will be giving the pertinent information to the receiver before completing the transfer.
What 3 services do you get with a tire purchase in our stores?
Tire Mounting
Alignment CHECK
Lifetime tire rotation
Which warranty covers the manufacturer's defects(flaws)?
Bonus: Where did you find that information?
BRIDGESTONE PLATINUM PACT LIMITED
FIRESTONE GOLD PLEDGE LIMITED WARRANTY
BASIC LIMITED WARRANTY
What is the special feature of the Bridgestone DriveGuard tire?
Run-Flat technology that allows you to drive up to 50 mph for up to 50 miles
In Zendesk, what does LOB mean?
Line of Business - this field will auto-populate with the queue the call came in on and you will get a whisper.
What are 2 ways you can demonstrate effective active listening skills?
ASK PROBING/INSIGHTFUL QUESTIONS
Do not talk over the Boss
Apologize for speech collision
Paraphrase what Boss stated