AAA

1.

2 points

Road service applies to all properly licensed and registered four wheeled motor vehicles of the passenger, pleasure or recreational type regardless of license plate designation if those services can be safely delivered.

True

False

2.

2 points

AAA will accept a member’s personal check for up to how much?

Less than $100

Up to $250

$300 for less

We do not accept check as payment

3.

2 points

A member can still receive road service up to 15 days after the membership expiration date without making a dues payment.

True

False

4.

2 points

After how many years of membership will a member’s Road Service calls increase?

1

3

5

None of the above

5.

2 points

A member calls back to check on the when the service provider will arrive. They originally called for service at 9:00 am and were given a 60 minute PTA. The current time they are calling us is 10:13. What code should be used when saving the call?

C0-Status Update

C1-ETA Inquiry

C2-Service Complaint

C4-Change of Information

6.

2 points

All Approved Auto Repair facilities provide AAA members with a discount on repairs.

True

False

7.

2 points

AAA Battery Service will test the battery, starter and alternator and if necessary install a new battery.

True

False

8.

2 points

AAA Provides reimbursement for all member costs associated with a breakdown including telephone calls, taxi fare and car rental costs up to 2 days.

True

False

9.

2 points

A member calls in and says “I need to have my car towed.” You would:

Select Tow from the list of Trouble Categories and choose “Member Requests Tow”

Select Engine Overheat from the Engine Trouble Category

Ask a probing question to determine why the tow is needed and then choose the appropriate Trouble Category and make a choice

Select Multiple Flat Tires under the Tire Category

10.

2 points

Basic members are eligible to receive service for a motorcycle.

True

False

11.

2 points

A member needs service for a motorcycle. He is a PLUS RV member. However, our club doesn’t offer PLUS RV to our members. What should you do?

Apologize and explain to the member that your club doesn’t provide service for motorcycles.

Ask the member if he would like to be transferred to the Member Relations Department so he can discuss the situation with them.

Confirm with the home club that the motorcycle is covered and then assist the member in getting service.

Ask the member to arrange for service and explain that he will be reimbursed at the normal rates, up to the maximum established by his club.

12.

2 points

If a call is moved to another Club it means that the other Club will provide service to the member.

True

False

13.

2 points

How are calls handled if a member is on the Massachusetts Turnpike?

Take the call as any other call

Transfer the member to the state police

Tell the member to call the state police and give them the phone number

Explain to the member that the State Police will send service out to them, from a provider who will honor their card. Transfer the call to the State Police, and then kill the call in D3.

14.

2 points

What is a Same Day Service Fee? How much is it? When/why is it charged? Who collects the money? How?

A service fee charged when a member has gone over their allotment of calls; $35.00; Charged at the time of service; call receiver takes payment or cash to driver.

When a member joins and needs service or if they are being enrolled and need service; they pay A $35 same day service fee. It is processed in D3 and collected by the driver.

When a member joins and needs service or if they are being enrolled and need service; they pay A $35 same day service fee. It is processed in MemberzPlus and collected by credit card.

When a member has been expired and needs to renew; $15 for the primary and $5 for the associate. collected and charged in membersplus

15.

2 points

What is the benefit associated with a Basic membership for towing service?

Free unlimited mileage

First 3 miles are free and then $4.00/mile for each additional mile

100 miles of free towing

First 4 miles are free and then $4.00 for each additional mile

16.

2 points

A member calls requesting a jump start. Which Trouble Category should you select?

Battery

Engine

Tow

Tire

17.

2 points

Dual-wheeled unloaded pick-up trucks are provided all services including tire changes.

True

False

18.

2 points

If a person calls for service and says he/she is a member from another club, but doesn’t have the membership number, the call counselor should:

Explain that service cannot be provided unless the current membership can be verified.

Ask the person to call AAA’s 800 # and get the membership number.

Provide the service requested without seeking more information, since asking questions could cause member dissatisfaction.

Attempt to obtain the membership number via D3 (CDX lookup) or by calling the home club.

19.

2 points

Select reasons of why a vehicle would need to be towed on a flatbed instead of a wrecker.(select all that apply)

member on highway, plow on vehicle, police requested, mechanic advised FB needed.

AWD, 4WD, broken ball joint, axle damage, collision tow w/parts hanging, multiple flats

low riders, spoilers, ground effects, antique, veh on flatbed list.

Premiere member prefers flatbed- no fee

20.

2 points

AAA Bicycle service provides members with 4 additional calls for their bicycle per member per year.

True

False

21.

2 points

A member places a call for a tow. He calls us back in 20 minutes with a new phone number since his cell phone battery died and you update the call. What code do you choose when saving the call?

C0-Status Update

C1-ETA Inquiry

C2-Service Complaint

C4-Change of Information

22.

2 points

After 15 days of the expiration date, a member must pay a same day service fee?

True

False

23.

2 points

What is a SUMS cash call is when a member has gone over their free service calls for the membership year. They pay a $35 fee to
the facility responding or MV can take credit cards. Members receive Basic service benefits.

True

False

24.

2 points

After 90 days of being cancelled a member must reenroll in order to receive road service?

True

False

25.

2 points

If an Associate is added to an existing Plus or Premier membership, can that new Associate use the Plus/Premier benefits the day they are paid for?

Yes, as long as the credit card payment goes through without being declined.

Yes, if they pay in cash in a branch office and have a temp card printed.

No, they can only receive Basic benefits for Road Service until their new card is received.

All of the above

26.

2 points

Minor mechanical adjustments to the disabled vehicle performed on scene in order to place it in safe driving condition best describe

Approved Auto Repair

On-the-Go attempt/mechanical first aid

Repair Care

None of the above

27.

2 points

In order to be eligible to upgrade to a Premier membership a member must

Be an existing Plus member for at least a year

Pay an additional $30 in membership dues

Not exceed 2 tow service calls for the past membership year.

All of the above

28.

2 points

Select all reasons why a locksmith would be needed instead of lockout service.(select all that apply)

Lost or broken keys

Keys locked in truck and veh does not have working trunk release.

Member prefers locksmith over lockout service.

Vehicle is running

29.

2 points

A member calls needing a tow. You see that the member has used more calls than allowed, and you need to explain that to him. What’s the best way to do that?

“You are going to have to pay cash for this call because you have exceeded the number of calls allowed for the year.”

“You are over Sums for this year and you have to pay for service.”

“You have exceeded the amount of calls for this membership year; however we can still provide service for you at a AAA discounted rate of $35.”

“I’m sorry. Let me read the policy to you again so you will understand it better.”

30.

2 points

Which of the following is NOT a benefit of the Approved Auto Repair program?

Dispute resolution between a member and an AAR facility

A free written estimate upon having paid repair work done

A warranty for either 24 months or 24,000 miles.

The lowest price within a 10 mile radius.

31.

2 points

As a call counselor, if you are just looking at the information in a call and you do not make any changes to it, what code should be used when saving it?

C0-Status Update

C1-ETA Inquiry

C2-Service Complaint

C4-Change of Information

32.

2 points

After 180 days of being cancelled a member will lose their Plus or Premier status and must reenroll as a Basic member?

True

False

33.

2 points

Basic members will be charged for additional equipment if more than one truck and operator is needed for extrication.

True

False

34.

2 points

We should duplicate a call when:

A member calls for an ETA

When the call has been cleared No Service Rendered and the member still needs service.

When a facility calls and requests one from us.

All of the above

35.

2 points

When taking a “Call Mover” call, you must call the other Club and transfer the member.

True

False

36.

2 points

Which of the following is covered by a Basic membership?

Member is driving any type of vehicle at the time of the breakdown

Member, or other person in immediate family with a valid driver’s license, is driving the member’s vehicle for which the membership applies.

Member is driving or riding in any eligible vehicle at the time of the breakdown.

Both b. and c. are correct answers

37.

2 points

What are considered inaccessible areas and how do we handle those types of calls?

Intentionally driven off roadway into area that cannot be reached by AAA service Vehicle; Required service will be at the members expense.

Members who have a vehicle or driveway that is covered in snow or unplowed road; call for commercial towing

Member on the Mass Pike; call state police to set up tow

Member who are under water more than 3ft or in the wood more that 20ft; call commercial towin

38.

2 points

The Pacesetter Strategy includes:

Being there for the member for a lifetime of automotive needs

Taking care of the member when their vehicle fails, better than anyone else

Resolving the member’s problem 100% of the time.

All of the above

39.

2 points

In cases when a member’s vehicle becomes disabled while they are towing a light duty trailer, we will tow the trailer at no cost to them.

True

False

40.

2 points

If a member requests a flatbed and their vehicle does not need one in order to safely tow it, a flatbed fee of $25 will need to be paid.

True

False

41.

2 points

The emergency road services provided by all AAA/CAA affiliated clubs is governed by a set of guidelines known as:

The Automotive Quality Standards

Five Diamond Customer Service

Careful Attention to Roadside Emergencies

Roadside Assistance Programs

42.

2 points

Selcet benefits of Premier Membership that are not benefits of Plus membership.(select all that apply)

free replacement of AAA card, 2 free Hertz rental days related to a non collision event

A 200 mile tow per member, free replacement cards, 2 days of free rental car from Hertz.

Free Passport photos

$100 home lock-out service

43.

2 points

If a member is joining and needs road service the same day, they will be charged an additional $35 along with the enrollment fee.

True

False

44.

2 points

If a person’s membership comes up as cancelled you should:

Ask the person if they have made a payment recently

Look the membership number up in MemberzPlus to see if they have made a payment.

Tell them they are cancelled and deny them service as they are no longer a member.

Answers A,B are correct

45.

2 points

Which of the following is NOT a benefit of Plus membership?

Up to 100 miles of free towing

$100 towards home lockout

$100 towards locksmith service for their vehicle

All of the above

46.

2 points

We will provide all services to our members with RV’s including campers and motor homes.

True

False

47.

2 points

When a member calls back to check on the status of their call you should:

Check the status detail window to see if the driver is en route

Check the PTA to see if it has passed yet.

Verify their location and phone number.

All of the above

48.

2 points

If the member’s vehicle is inoperable after extrication, the towing benefit will apply.

True

False

49.

2 points

When a person joins AAA, how many free Road Service calls does their membership give them?

3

4

5

6

50.

2 points

What is a Commercial Cash Call? (select all that apply)

Used for vehicles and services not coved under a AAA membership.

We refer a Facility and they can pay a commercial rate for the service.

We refer a Facility and spot the call to the facility in D3. They can pay a commercial rate for the service and will be refunded.

Used for new member who have not received their new card for service, should be flagged as cash call in service tab.