Is a Big O Tires franchisee required to adhere to specific telephone techniques?
Big_O_Tires Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee is to use its best efforts to collect and transmit the following Shared Information on the prescribed frequency, as stated herein:
- I.
To be transmitted daily by 10 p.m. of the following business day:
Customer and Service History, to include, but not specifically limited to:
- a.
Customer information, including name, gender/business or other customer types, address, telephone numbers (including cell phone numbers), e-mail address, and related information captured during the customer contact process.
Source: Item 23 — RECEIPTS (FDD pages 102–535)
What This Means (2025 FDD)
Based on the 2025 Big O Tires Franchise Disclosure Document, franchisees are required to collect customer information, including telephone numbers, during the customer contact process. While the FDD specifies the collection of telephone numbers, it does not explicitly state that Big O Tires requires franchisees to adhere to specific telephone techniques or scripts when interacting with customers.
However, the FDD does state that franchisees must participate in a customer relationship management program, and that Big O may designate other advertising or marketing materials for franchisees to use. It is possible that the customer relationship management program or other marketing materials could include guidance on telephone techniques.
To fully understand the expectations for customer interaction, a prospective Big O Tires franchisee should ask the franchisor for details on any required or recommended telephone techniques, scripts, or training materials. They should also inquire about how customer interactions are monitored and evaluated for quality assurance.