Intake
Where do you look for any Pre-Approval instructions or requirements?
What are Account Notes
you ask the caller are you headed to a repair facility, at a _______, or ______
What is yard or roadside
What is the only letter that doesn't appear in any US state name?
What is the letter Q
What three things are considered "The Basics"?
Repair Information, Billing information, and Breakdown Location.
Billing Information consists of the company name and this.
What is the account number?
What are two different retread types?
PC and UC
Goodyear National Account Notes are found here.
What is the grey National Account Notes button on the Contact/Account page?
(Also acceptable - The blue account number on any other page)
What is the most stolen food in the world?
What is Cheese?
How many contacts do we call per shop, when the first does not answer.
What is two - making this three in total
What is the purpose of the huddle.
What is to confirm we have the correct information?
True or False: We always ask the caller if they want a New or Retread tire.
What is False. (We follow account notes first if preferences are listed and follow scripting if not.)
When looking at tread design load range “G” and “H” what do they stand for?
What are 14 ply and 16 ply?
(G=14 ply and H=16 ply)
True or False: Ants can hold up to 5,000 times their body weight
What is True
True or False: If the shop does not use the Smart Tech app, we do not have to advise them of the instructions in the script.
What is False
This color represents instructions or actions that must be performed, or information that must be given
What is Red?
We are required to ask for the ___ if any are listed before disconnecting the call.
What is Billing Requirements.
Some customers have these. The script does not advise you to ask for these; however, you will not be able to proceed the call until it is entered if one is required.
What are Location Codes?
What animal's milk is pink?
What is a Hippo
What information do we provide a shop or tech within the voicemail after they do not answer a dispatch attempt.
Ticket number & callback number.
If you are skipping a shop, what must be include in the comment you leave)
What is the shop information (shop name, with city state), that you are skipping the shop, and the reason you are skipping the shop?
On Odd-Numbered interstates, exits & mile markers (in most states) start at zero far ___
What is South
These may be found in the Account Notes in addition to PO instructions, tire preferences, and what to do with the off tire.
What are Pre-Approval requirements/instructions?
What color is the sunset on Mars?
What is blue
We never use this decline for a shop without approval from a Team Lead.
What is Refusal to Service Customer
True or False: If a technician asks you for information “out of order”, you will politely advise the technician that you need to give the information in a certain order.
What is False?