Across
- 3. We should try to put customers on the ___________ rather than transfer the customer to the store.
- 8. Can be purchased to protect a customer's tire for the life of their tires.
- 11. The three Es are energy, ________, and enthusiasm.
- 14. The program agents use to order product that is not currently in stock at the store.
- 16. Agents should include details in their greeting if the BOT provided valid information via the ________ function.
- 17. We shouldn't be recommending any tires until we have asked some________________________.
- 19. This provides a real-time update of our customer's service on their vehicle.
- 20. To make dreams come true by providing the most inviting, easy, and safe tire and wheel purchase and service experience in the world.
- 21. We promise that when you work for or do business with us, you will experience caring people doing the right thing.
- 23. At the end of the call, when you go over the details of the products, appointment time, etc.
- 24. The tool that uses millions of data points to provide us and the customer data on tires.
- 26. The ________ of our people and our customers is the number one consideration.
- 31. The most desired result of a CEC phone call is an _________.
- 32. One of Discount Tire's Brand Dimensions is Low Prices, ________ ________.
- 33. We must let our customers know that we price match and that we will not be ___________.
- 35. This is what the customer would receive after buying tires online and setting an appointment online.
Down
- 1. How many Life Lessons did Mr. Halle leave us?
- 2. This is how many phases are in the Customer Experience Strategy (CES).
- 4. The screen in Genesis that displays tires, wheels, labor, accessories, and TPMS.
- 5. World class greeting, thank or aplogize, manners, addressing the immediate need, and actively listening to serve are all part of the ______________.
- 6. Evary call we must mention these - a great benefit of doing business with Discount Tire.
- 7. Our _______ is to make more dreams come true.
- 9. Discount Tire will not service tires that are _____ years or more past the DOT date.
- 10. This is the acronym for our Operating Philosophies.
- 12. Wildly important goal.
- 13. The Discount Tire _________ is: To be the best! Our unique success is based on caring for and cultivating people, delighting our customers, and growing responsibly.
- 15. The price is ______ dollars for mounting, balancing, and installation of most standard sizes (per assembly).
- 18. Earn the Visit, Three Phase CES, and the Perfect Service Experience are called the Three ___________.
- 22. The age it which Discount Tire recommends replacement.
- 25. Saying "do you have a tire in mind or do you need help with a recommendation" is called?
- 27. This is the main goal of the CEC.
- 28. We use this acronym when a customer purchases tires online and gets them installed at our store.
- 29. We are honest, fair, and do what we believe is right.
- 30. Tahoe The big trip where we celebrate our success.
- 34. We have ______ Brand Dimensions at Discount Tire.