AAA NCNU ERS Programs Participant s Workbook Sitel Proprietary V2.0 Prepared By: Kris Eidson
Introduction Welcome to the AAA: ERS Programs course. AAA s (ERS) program is a comprehensive program that helps members get back on the road. AAA ERS can help members that need a trustworthy mechanic, a new battery, help changing a flat, or a rental car. AAA s ERS program has long been recognized as the reason many members join AAA and continue to renew their memberships year after year. Today we will be learning the reason members join. When a Member needs to call for ERS the number is on their card is 1-800- or 1 800 -. Success is simple. Do what s right, the right way, at the right time. Proprietary Information 2 Participant s Workbook
Learning Objectives By the end of this lesson you will be able to: Describe the importance of AAA ERS programs Identify the features and benefits of AAR Identify the features and benefits of TRC Identify the features and benefits of Battery Service Program Identify the features and benefits of the Hertz discount program Identify opportunities to offer ERS services to members Proprietary Information 3 Participant s Workbook
ERS Service AAA s ERS programs provide members with a variety of services to meet their individual needs. Let s learn more about the benefits of these programs and how you may be able to offer these services to members in need. When members have a breakdown or need a repair, many might ask, Where I should I take my car? They may not be familiar with the area, or they may just be in search of a trustworthy, quality repair shop. With AAR, you will be able to recommend a repair shop that has met tough AAA performance standards and will provide members with reliable customer service. The system D2000 will prompt you to offer an AAR facility any time a member s car needs a tow. This is an important step in the call, and you can try saying something like, We have an AAA Approved Auto Repair facility located just 1.2 miles from your location. Would you like to have your vehicle towed there? Offering members this opportunity and explaining AAR benefits is a great way to promote AAR facilities and provide great customer service. Proprietary Information 4 Participant s Workbook
Some of these include: Battery service Fuel delivery service Mechanical first aid Rental car program AAA offers more than just towing and battery service, it also offers a full range of programs for our members. AAA offers several specially designed programs that provide members with easy and convenient solutions for a variety of automotive needs. These programs are important to AAA because they differentiate AAA from other roadside assistance programs and provide value-added benefits for members. They include: (Approved Auto Repair) TRC ( ) Proprietary Information 5 Participant s Workbook
AAR AAA (AAR) facilities are repair facilities that have been approved by. An auto repair facility must meet stringent AAA standards to become an AAA AAR facility. The AAA AAR designation helps AAA members and non-members identify highquality automotive maintenance and repair facilities. By choosing an AAR, members are assured that they are selecting a facility that provides quality service and workmanship as well as reliable and courteous service. Guaranteed Written Estimate AAR facilities must provide written for all work that is to be performed on a vehicle, and the costs cannot exceed the estimate by more than, unless the customer it in advance. The guaranteed written estimate is great for customers because they know exactly what they are getting and paying for, without any. NOTE: This benefit is available to both and. Warranty AAR facilities provide customers with a / mile warranty on all the repairs both parts and labor performed by the facility. With this warranty, customers can rest assured that their vehicle is guaranteed to work properly. NOTE: This benefit is available to. Proprietary Information 6 Participant s Workbook
Return of Replaced Parts AAR facilities will return all of the parts to customers as of work performed, as long as the parts are requested at the time the vehicle is delivered for service. By returning replaced parts, AAR facilities are proving to customers that the work done was the work promised to be done. NOTE: This benefit is available to. Free Inspection With a simple request, customers can receive a free inspection while the facility is doing other paid work. The maintenance inspection is great for customers because the AAR facility will check vehicle components that frequently contribute to roadside breakdowns. NOTE: This benefit is available only to. Dispute Resolution If there is ever a dispute between a and an facility, will step in and investigate. This is a great service for customers because they do not have to worry about handling a it s taken care of for them! NOTE: This benefit is available only to. Proprietary Information 7 Participant s Workbook
TRC facilities are AAR repair facilities that provide an additional level of service to AAA members. TRC facilities assist members through the entire process of repairing their vehicle. TRC facilities provide AAA members: The system will prompt you to offer an AAR/TRC facility anytime a member s vehicle needs a tow. If an AAR facility offers TRC and the member s car needs a tow, you should offer to have their vehicle towed there and explain the benefits. Proprietary Information 8 Participant s Workbook
Alternate Transportation TRC facilities will help members that need alternate transportation when their car needs to stay in the shop for repairs. Transportation options include: NOTE: All associated transportation costs are the responsibility of the. Lodging If the member is traveling far from and their vehicle cannot be repaired, the TRC facility will help the member find a if needed. NOTE: The member may be able to take advantage of the benefits if they choose a hotel. All associated lodging costs are the responsibility of the. Proprietary Information 9 Participant s Workbook
Battery Service The Battery Service Program offers members convenient battery testing and replacement at the scene of a breakdown, whether it is at the member s house, work, or on the road. If the member needs a new battery and Battery Service is available in their area, AAA will come out and test their battery. They will bring a new battery for member to purchase, if needed, and install it for no additional charge. When you have a member that says, My car won t start, and their battery is not good, you will be able to offer them this ERS service. It is a great way to get the member back on the road as quickly as possible. The Battery Service Program is great because it helps members save: Time Cost Frustration associated with towing a vehicle to a repair shop Proprietary Information 10 Participant s Workbook
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Hertz is AAA s preferred rental car provider, and they provide discounts for AAA members. Members can arrange for a Hertz rental car while their vehicle is being repaired or serviced and receive a discount with the AAA Show Your Card and Save program. Proprietary Information 12 Participant s Workbook
Review Quiz and Answers: QUIZ 1. What does it mean to have your vehicle towed to a AAR facility? 2. What is the name of the system that will tell you if the facility is an AAR facility? 3. If the facility is AAR facility what must you remember to mention in the call? 4. One of the AAR benefits is a warranty on the parts and labor that a member receives. How many mo/miles are the repairs guaranteed for? 5. What are the 4 benefits of having service done through a TRC facility? Proprietary Information 13 Participant s Workbook
6. If D2000 recommends a TRC facility what must you remmber to do on the call? 7. What locations in addition to the road, will battery testing and replacement be performed at? 8. Is there an additional charge to replace the batter? 9. The Battery Service Program is great because it helps members to save: 10. Who is AAA preferred car rental provider? 11. What is the name of the card that allows members discounts at Hertz? Proprietary Information 14 Participant s Workbook
As an independent agent taking AAA calls, it is important to know about the programs AAA offers its members. It is also important to know how these programs help members, and the best way to do that is to hear from the members who have used the programs. Let s look at a couple of stories from members. I ran into daycare to drop my daughter off before heading to work, and when I came out my car would not start the battery was dead. This was not the way I wanted to start a busy Monday! I called AAA and told the representative what was going on. She offered to send a service truck that could test my battery and said they would even bring a new battery that I could purchase if needed. The technician arrived and tested my battery; sure enough it was a goner. He quickly replaced my battery with a high-quality AAA battery, and I was on my way in no time. I was thrilled that I did not have to waste half a day or more having my car towed and waiting for a repair facility to replace the battery for me. I love AAA and will always be a member! -Kate My car broke down while cruising down the Pacific Coast Highway. It is a beautiful spot to break down, but I was on vacation with my wife and was worried about where to have my car towed because I didn t know the area. When I called AAA for help, I was relieved when the agent told me I could have my car towed to the nearest AAA-approved auto repair facility. It was so comforting to know that AAA stood behind the facility. I sure was glad that I didn t have to worry about being taken advantage of in my time of need. ~Nelson Remember, members are looking to you for guidance. By educating them about benefits available to them, you are helping them save time and money, and are providing them with peace of mind and outstanding AAA service. By providing the names of AAA approved AAR and TRC facilities, you can confidently recommend locations that will deliver the same high standard of customer service and quality that you do. Proprietary Information 15 Participant s Workbook
AAA expects independent agents to listen for opportunities to offer ERS programs to members. Not every program should be offered to each member. You should listen for member needs, and then let the member know about any programs that may benefit their unique situation. It would not make sense to tell a member who only has a flat tire that AAA has a Battery Service Program and can deliver a battery. However, it makes perfect sense to let a member who has a dead battery know about the benefits of this program. Let s read a tip from a top-performing agent. I proactively listen for opportunities to refer a member to an AAR show. I know that they AAR facilities offer members a valuable benefit. I don t wait for the member to say, just tow it to my house. If my member s car needs a tow, I immediately ask if he or she would like it towed to the nearest AAR facility. If they are hesitant, I explain some of the awesome benefits these facilities provide to AAA members. ERS Group Activity Duration: 45 minutes Instructions: Break up into team to present on one of three main ERS topics, AAR, Battery Service, or TRC. You will have 20-30 to review your topic and create a presentation. Each person in the group will need to have a part in the presentation of the topic and the presentation should Proprietary Information 16 Participant s Workbook
be between 5-10 min. You may use all the information within your participant guide. Proprietary Information 17 Participant s Workbook