Chapter 2 Soaegic Training 95 Case: Training and Development Help Rubber Hit the

Question

Chapter 2 Soaegic Training 95 Case: Training and Development Help Rubber Hit the Road at Tires Plus The mission at Tires Plus's headquarters and its 500 must be the goal. Tires Plus believes a customer who stores in 22 states is to encourage employees to be leaves satisfied will come back, but a guest who the same at work as they are in every other area of leaves enthused may tell everyone they know. There- their lives. Tires Plus sells and repairs tires and pro- fore, Tires Plus not only demands guests be treated vides other car repair services. Employees at Tires courteously but also guarantees the lowest price on Plus include managers, various levels of automobile every tire it sells. One of the company's most impor- technicians/mechanics, retail sales people, and tire tant goals is to promote employees' growth and loy- maintenance technicians. Tires Plus has the philoso- alty and fairness as social and economic concepts phy, "We won't sell you tires, we help you buy What do you think are the most important busi- them," encouraging customers to be confident that ness goals for Tires Plus? If you were going to tires and services will never be recommended unless establish Tires Plus University, what types of strate- they are needed. This straightforward, honest gic training and development initiatives would you approach is the basis of Tires Plus's success and has create? helped make it part of the largest tire retailing group in the country. At Tires Plus, customer satisfaction is Source: Based on K. Dobbs, "Tires Plus Takes the Training good enough rather, guest enthusiasm High Road, " Training (April 2000): 57-63

Explanation / Answer

Q1) The most important business goals for Tires Plus include -

1. Help the customers buy the products by identifying their need and offering to help on choosing the right products.

2. Guest enthusiasm and satsifaction by helping them in identifying products at lowest possible prices to ensure they share a positive word-of-mouth review with others.

3. Promote employees' growth and loyaty and fairness as social and economic concepts.

Q2) The strategic training and development initiatives that can be created if a Tires Plus University is established include -

1. Employee communication related training to effectively handle customers and pleasing them towards buying the products.

2. Skill-based training as per the employee roles and understanding of key technical details of the products to explain the same to customers/guests.

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