Discount Tire

Look for connections to safety

"How safe do/did these tires make you feel?" (MUST SAY!) "Do they stop and handle the way you want?"

CES Coaching Model

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CES: Empower the Customer (2) "May I make a recommendation?"

After gathering information, educate them and empower them with the information needed to make a good decision. (Use your personality!)

Mr. Halle's 5 Life Lessons

Be Honest, Work Hard, Have Fun, Be Grateful, Pay It Forward

3 Phase Customer Experience Strategy (CES)

Building the relationship (Ex: at the car), Empower the Customer (Ex; Know your Numbers Board), Personalize your Recommendation (Ex, at the computer)

Brand Dimensions

Can-Do Attitude, Trusted Experts, Unexpected Experience, Low Prices & More Choices

CSI

Continuous Strategic Improvement

CES: Building the Relationship (1) "Mind if I take a look?"

Earn Trust. Show them you care, and be genuine, sincere, show empathy. Also listen to their immediate needs, and ask questions about them and their driving priorities/habits.

3 Core Fundamentals

Earn the Visit, 3 Phase CES, Perfect Service Experience

About Mr. Halle;

Founded discount tire in 1960 with a loan and 6 tires in Ann Arbor, Michigan. was a Servant Leader

Objections; Failed to build trust

Hand off customer to another Trusted Expert

Earn the Visit

How we engage with an customer on the phone, following 3 phase CES.

Happy Employees Happy Customers

In order to have happy customers you MUST have happy employees

IOOGA (Know what they mean to you by heart)

Integrity, Our People, Our Customers, Growth, and Attitude

Learn about your Customer and their Vehicle

Listen to what they feel is important based on likes and dislikes, past experiences, mileage, commute, longevity, durability, driving conditions, preferences

Objections; no time

Offer appointments, work them into the bay.

4 Puzzle Pieces (Perfect Service Experience)

Recruit-Train-Mentor-Coach, Set clear roles and expectatuons, schedule the right number of qualified people, and have our environment ready to serve (5S).

SQD/C

Safety, Quality, Delivery, & Cost

Objections: Lack of Value

Share benefits and free services of Discount Tire, Compare and Contrast using Treadwell, Help Customers shop the competition when they indicate what they intend to do. Let them know we will beat any competitors price.

Objections; Price

Share current promotions and rebates, offer Discount Tire Card or secondary financing, offer a trade-in or a deal (snart deviation) if that's what's needed to keep them safe

Objections; Product Availability

Substitute product, special order

Sell More & Sell Better & Manage Expenses

The AND means we MUST have all three

Comfort

The ability of a tire to absorb road roughness and imperfections. Comfort tests and road surfaces are chosen to simulate normal everyday driving such as broken pavement, lane dividers, and railroad tracks

Life of Tire

The estimated number of miles a tire can be driven before it wears down to 2/32s of an inch. Actual mileage can be higher or lower depending on vehicle, driving style, geography, maintenance habits, road and whether conditions, etc

Stopping distance

The time it takes for a vehicle to stop on a wet or dry surface

Noise

The tires overall noise level. Noise is evaluated on both smooth and coarse surfaces to accommodate different road surfaces

Our Mission (The Dream)

To Make Dreams Come True

Vision Statement

To be the BEST! Our unique success is based on Caring for & Cultivating People, Delighting Customers, and Growing Responsibly.

CES: Personalizing your Recommendations (3) "What do you think?"

Using Treadwell, asking "What do you think?", listening to objections and offers recommendations that address said objections

Visit the Vehicle

VTV is used to find the True Needs (Came in for a flat, needs two new fronts, bad cupping on rears causing bad ride, etc), which roll into Safety Needs/Issues that need to be addressed, and Emotional Needs such as replacing wheels to improve appearance and handling characteristics

Brand Promise

We promise that when you work or do business with us, you will experience caring people doing the right thing