Membership
How many entitlements do members receive per membership year?
4 entitlements per membership year.
What is the first thing you should do on every call?
Verify member safety.
Can a Classic member receive RV services?
Yes, but only lockout and fuel.
What is the ghost call process?
When a Team Member answers the phone and gets no response from the member:
"This is _________ with AAA, are you in a safe location?" (pause and repeat 1 more time)
"If you can hear me, I can not hear you. If this is an emergency please hang up and dial 911."
"If you still need assistance please call us back at 800-AAA-HELP."
The Team Member can then disconnect the call if the Member has not responded after 1 minute.
Member is broken down in the parking lot of Winco in Logan, UT. What is the address of the breakdown location?
1341 Main St, Logan, UT 84341
True or False?
It takes 24 hours for new members or added associates benefits to become effective.
False.
It takes 48 hrs for road service benefits to become effective after activating a membership or adding an associate.
If a member doesn't have their membership number, what should you confirm in order to verify the member?
Address on file.
True or False?
The Ford F550 is a covered vehicle.
False
Vehicles with a GVWR over 14,000 are not eligible for service.
The Ford F550 has a GVWR of 17,500-19,500
How long does a member have to submit a reimbursement claim?
Within 60 days of the service date
Premier member broke down at 770 Las Vegas Blvd N Las Vegas, NV 89101. What is the nearest COR?
AAA Las Vegas, North Rancho
4553 N Rancho Dr, Las Vegas, NV 89108
How many miles is a classic level member covered for when towing to a Club Owned Repair shop?
A classic level member is covered up to 10 miles when towing to Club Owned Repair shop (COR)
You should always verify vehicle location before the service needed.
False.
The service needed should always be determined after verifying the member and before the breakdown location.
What is the Universal Standard?
All vehicles must be:
●Registered with tags and current insurance (no moving permits or 1-day / 3-day permits)
●Legal for street use in its original manufactured condition (no disability scooters, golf carts, etc.)
●Unmodified from their original manufactured condition in such a way as to interfere with thesafe rendering of service
●Utility trailers, livestock trailers, and all pickup trucks must be unloaded prior to receiving service
What is a Marin Medical Tow?
AAA has partnered with CHP, The Golden Gate Bridge and Marin General to assist in towing vehicles from the Golden Gate Bridge to Marin General. California Highway Patrol will call the Public Agency Line and use the code word Marin Medical.
What are the requirements for a member to be towed from a tow yard/ impound lot?
Tows are provided from impound lots provided that the Member has paid all impound fees, the vehicle is outside the impound lot, unable to be driven and otherwise fit for towing
True or False?
Members can pay the $75 instant service fee to bypass the 10 day waiting period to upgrade a membership.
False.
The instant service fee is only for new memberships and reinstating canceled memberships. The instant service fee only covers a 1 time service at the classic level.
Accident calls do not require an offer because COR/AAR shops do not offer body repairs only mechanical repairs.
If a member locked their keys in their vehicle and they need a jumpstart as well as air in their tires, how many entitlements will they be charged?
Member requests two or more services on one vehicle during the same service event, Member is charged one entitlement.
What club code do you use to manually enter a call for a new membership?
Club Code 301 - Temporary Membership
What are the Universal Location Restrictions
Vehicles in these locations are not eligible for any AAA service at any membership tier:
●Locations deemed unsafe by the servicing technician
●Inaccessible or barricaded areas
●Locations not intended for passenger vehicle travel such as open fields, yards / lawns, sandybeaches, dry lake / creek beds, logging roads, or frozen bodies of water
What are the 3 kinds of membership labels?
Primary, Spouse/Resident Adult Associate, Dependent.
True or False?
When it is a priority 1 call you should advise the member of the average wait in their area.
False.
You should never provide a PTA in the closing script of a priority 1 call.
What is the only exception for when a member is allowed to have an unattended tow?
The only exception is when the Member is unable to remain with it because of injury or safety reasons
What is the damage claims process?
What is the exit number for I-10 E and S Palo Verde Rd, Tucson az
Exit 264 B