AAA NCNU ERS Programs

Participants Workbook
Sitel Proprietary
V2.0

Prepared By: Kris Eidson

AAA NCNU Version 2.0

Introduction

Welcome to the AAA: ERS Programs course.

AAAs _______________________________ (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.

AAAs 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 whats right, the right way, at the right time.

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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

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ERS Service

AAAs ERS programs provide members with a variety of services to meet

their individual needs. Lets 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
members 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.

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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 (______________________)
___________________________

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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 high-
quality 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 _____________________________.

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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
________________ its taken care of for them!

NOTE: This benefit is available only to ____________________.

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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

members vehicle needs a tow. If an AAR facility offers TRC and the
members car needs a tow, you should offer to have their vehicle towed
there and explain the benefits.

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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 ______________.

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Battery Service

The Battery Service Program offers members convenient battery testing

and replacement at the scene of a breakdown, whether it is at the
members 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 wont 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

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Hertz is AAAs 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.

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Review Quiz and Answers:

QUIZ

1. What does it mean to have your vehicle towed to a AAR facility?

Answer:

2. What is the name of the system that will tell you if the facility is
an AAR facility?
Answer:

3. If the facility is AAR facility what must you remember to mention

in the call?
Answer:

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?
Answer:

5. What are the 4 benefits of having service done through a TRC

facility?
Answer:

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6. If D2000 recommends a TRC facility what must you remmber to do

on the call?
Answer:

7. What locations in addition to the road, will battery testing and

replacement be performed at?
Answer:

8. Is there an additional charge to replace the batter?

Answer:

9. The Battery Service Program is great because it helps members to

save:
Answer:

10. Who is AAA preferred car rental provider?

Answer:

11. What is the name of the card that allows members discounts at
Hertz?
Answer:

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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.

Lets 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 didnt 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 didnt 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.

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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.

Lets 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 dont wait for the member to say, just tow it to my house. If my
members 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

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be between 5-10 min. You may use all the information within your
participant guide.

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