Intake
If you are unable to locate an account after ___ attempts, you must reach out to the Team Lead channel for assistance.
What is three
What must we provide to the caller first when it becomes available?
What is the service ticket number
Who is the team leads
What do we confirm when we are confirming the shop location?
Dealer Name, Store Number, and City/State.
When service is called in, we huddle with the ___ unless we have a note stating otherwise.
What is the caller. (unless there is notes stating otherwise)
A ___ can override account notes, a driver cannot.
What is dispatch
If there is no driver with the unit, it is considered a ___
What is a dropped unit
When calling dispatch for approval for something how long should you hold on the line?
What is no time limit
If a tech advises they are bringing out a Retread G316, we must verify if it is a ___ or ___
What is PC (Precure) or UC (Unicircle)
When the payment method is cash, credit card, or comm check, we must have the tech go over ___ with the customer.
If a caller advises they have an account directly with a shop (Blacks Tire, Gem City, Fountain Tire, etc.), the account is most likely a ___
What is a Local Book account
Mile markers/exit numbers are small in the west and big in the ______on even interstates, they are small in the south and big in the ______on odd interstates.
what is east and north
If we are mapping a location, we are required to ask for a ping after __ minute(s), and must reach out to the TL channel after ___ minutes.
What is 1 minute and 3 minutes.
True or false: we are allowed to expand mileage on cash, credit card, or comm check calls
What is False
When providing the breakdown location, in addition to the address listed, we should also be advising the technician anything in the ___
What is the directions box
If the caller is paying with Cash/Credit/Comm Check, what has to be notated?
Who is paying and how they are paying. if the payment is credit card then need to notate if the credit card is on-site with matching ID.
AL-5 is an what type of highway
What is a state highway
True or False: You can set up service with the TA/PETRO if the driver is on the side of the interstate.
What is False - (TA/PETRO will not provide service if a driver is on side of the interstate - driver will need to be in a safe location: off the interstate, rest area, or weigh station)
What is making sure the ticket is in your name, putting yourself in dispatch, reviewing the ticket.
If the shop does not have the first preference, we ask for the rest of the preferences ___ and ___.
What is One at a time, and in order.
What payment methods are we allowed to set up on the Dealer Lines?
What is All payment methods
If you receive an incoming call, with no response on the other line, you are required to ___
What is give a courtesy call back to see if service is still needed.
If your first shop is 15 miles and your next shop is 45 miles how long should you hold for the first shop?
What is 10 mins
What type of account needs to be verified with the shop?
What is a Local Book account
If a TA or PETRO advises can dispatch the call within 2 hrs. What should you do?
What is verify if that is their ETA to the breakdown location or to leave the shop.