Tire Trivia
True or False: O/E tires come with a mileage warranty depending on the tire.
False
Which of our tires come with a manufacturing warranty that covers flaws or defects?
All tires have the limited manufacturer's warranty EXCEPT:
tires that come on used vehicles and sold by non authorized dealers (EBAY, AMAZON)
Boss scheduled an online appointment for Sunday and when he arrived the store was closed. What kind of file do we create in BXM?
Information - No services rendered; no invoice
Why do we use our KBs?
Step-by-step instructions on how to handle your call, ticket and/or file.
Boss calls in to set up an appointment for an oil change, tire rotation and complete vehicle inspection. Which bay should you select to set up the appointment?
Repair - CVI
What is the best way to search for tire recommendations for a vehicle?
Bonus: Why?
Vehicle year, make, model, sub-model and zip code on our BSRO websites.
For pricing, we must have all that information and it will search for the best RECOMMENDED tires and not just the tire size that may not be the best tire for the BOSS.
What is the mileage warranty for Firestone All Season tires in size 215/60R16?
65K
The boss called in stating we damaged his vehicle. After we replaced his water pump the vehicle is having another issue and is not working properly. What type of file would you create in BXM?
Complaint - Another problem after service/issue not resolved
What KB can you find approximate pricing on some of our common services?
KB 310
True or False: We can set up an appointment for 7 am in DaySmart without calling the store?
False
Where can I find the rim diameter or rim size of a tire/wheel?
R18 - tire info is on the sidewall of tire
P215/65R18
Name at least 2 different types of warranties we offer
Bridgestone Platinum Pact
Firestone Gold Plege
Supplement Mileage
Road Hazard
90 day buy and try
OE
Boss stated that after his last oil change, he could smell something burning and his oil light is now on. What type of file do we create in BXM?
Claim - Oil change related; not repaired
True or False: We can submit tickets in pending status or leave in open status?
False - All tickets need to be submitted at solved
When is it ok to select POS under services in Daysmart?
NEVER
Which Bridgestone tires are used for trucks, SUV or crossovers?
Dueler -
All-season tires offering long-lasting treadwear and year-round traction both on and off-road.
This warrants that the tire will deliver a given mileage; the length of coverage depends upon a specific tire.
Supplemental Mileage Warranty
Boss is very upset and said that the person at the front desk was rude and short with him and just looked unhappy. Boss also stated he had to wait for his tires to be delivered and had to ask for updates throughout his 6 hour wait at the store. What kind of file?
Complaint - Customer service
KB 106
What is the approximate pricing for a full synthetic oil change?
$104.99-$107.99
What are the steps if the boss wants to CHANGE their appointment?
Cancel the old appointment and enter a new request - the store can't see the updates
What kind of tires come on a new vehicle?
Original Equipment tires (OE)
Original equipment tires do not have a mileage warranty or a road hazard warranty unless the road hazard or extended coverage on the tires was purchased through the dealer. OE tires only have a limited manufacturer's warranty. This warrants that the tire will be free from material or manufacturing flaws.
This covers the tires if they are damaged by nails, screws, pot holes, bulges or curbs.
Road Hazard Warranty
Repaired for free or replaced under pro-rate
What is your role as an Engagement Specialist (ES)?
Advocate for Boss - Represent the brand -Above and Beyond for the Boss
Liaison - Vital link between boss and store for acceptable resolution is reached
Empathize and We Care
What is required on all zendesk tickets?
First and last name or ANON ANON
Phone number verification
Email address
Category
Disposition
Boss says she hears something screeching and her car is vibrating. Which service bay/service would use in Daysmart?
Repair - CVI put those notes in the appointment