A customer brings two snow tires to an automobile service center to have them put on his vehicle. The tires are badly worn. What should the associate do?

• A. Put the snow tires on the vehicle as requested.
• B. Tell the customer that two new snow tires are needed.
• C. Get a second opinion from the manager before speaking with the customer.
• D. Point out the condition of the tires and explain the trade-in policy.

Answer: (C)

Safety comes first when tires are badly worn. Before taking action or making any commitment to the customer, the associate should check with a manager to confirm the correct course of action. Getting a second opinion ensures you’re following the shop’s safety standards and policy on tire replacement and any trade-in or disposal procedures, and it gives you authorization to discuss results with the customer. With that guidance, you can deliver a clear, policy-aligned recommendation—whether replacement is necessary, what options exist, and any associated costs—so the customer receives accurate information and consistent messaging. This avoids promising something you’re not empowered to approve and shows a careful, safety-conscious approach.