Mapping
If the driver is unsure of their location we can ask their permission to use this feature.
What is PING?
(If you cannot locate a driver after one minute, you must ask to PING. If you cannot locate a driver after three minutes, you must reach out to the Team Lead Channel for assistance.)
Steer-Endurance LHS
Drive-Endurance LHD
Trailer-Endurance LHT
For this account, the requested product for the Left Rear Outside (LRO) drive tire is ___________.
What is Endurance LHD?
Tractor is another word for this
What is Truck?
This is the name of the section that contains Reference, PO, and Work Order numbers.
What is Documents?
This is how many pieces of information need to be confirmed when verifying an account.
What is two?
(Company name and account number -- OR -- Company name and city and state)
These types of interstates run South to North.
What are odd?
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)
We never use the term “Blowout”. Instead, we say this.
What is "Run To Destruction"?
We reach out to the Team Leads when we are unable to locate an account after this many attempts.
What is three?
True or False: For Preferred Fleet Accounts, multiple customers may pull up when you enter the “P” and 4 digits provided by the caller.
What is True?
AL-5 is an example of this type of highway.
What is a state highway?
This is how we proceed when we are on the unit/repair page during Intake and the account notes are blank
What is follow the script and ask the caller? (would you like a new or retread, specific brand, and specific tread design or tire type)
When looking at tread designs, “G” and “H” stand for these.
What are 14 ply and 16 ply?
(G=14 ply and H=16 ply)
True or False: The dispatcher is unsure of the Location Code. The Teams Leads help you find the correct Location Code. You are able to provide the Location Code to the dispatcher so they have it for future use.
What is False?
(We NEVER provide ANY billing information to anyone but the tech/shop. This includes the company name, account number, billing address, billing city and state, and the Location Code.)
The payment method options are Account Credit, Cash, Credit Card, Comm Check, and this.
What is unverified credit
The exits on interstates, in most states, match these. These do not show up on the map.
What are mile markers?
Preferred Fleet and GCTSC Account Notes are found here.
What is printed on the screen?
(Below the Documents section on the Contact/Account page, and under the Billing Info section on any other page)
On the Unit/Repairs page, we will always ask and notate this.
What is if there is any rim damage?
These are the two questions in the script we ask when driver says they want service done at a later time
What is the earliest time the unit is available and the latest time service needs to be completed by ?
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?
When the breakdown location is a yard or physical address, in addition to the address we should be asking for this.
What is the name of the location?
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?
True or False: You can set a 245/70R17 steer tire as Repair.
What is True?
during after hours service is needed between 8am and 5pm, tomorrow. When should we begin dispatching?
What is 6am tomorrow? (this is to ensure proper notification to the tech/shop
The account type you enter may be any of the following: Goodyear National, Preferred Fleet, Local Book, GCTSC, or this.
What are non goodyear national accounts?
(Or Foreign Brand National Accounts)
[Michelin, Bridgestone, Yokohama, Continental]