Exam 4: Working As a Professional Service Technician

Housekeeping duties of a technician can include ________.

What is the most powerful phrase in human relations, according to the text?

Which of the following CANNOT be used to determine labor time for a repair?

A mentor performs all of the following EXCEPT ________.

Which of these are helpful websites for service information on the Internet?

A mentor can best help the trainee learn by giving minimal advice.

Technician A says that phone conversations are more positive if you smile when you talk. Technician B says that it doesn't matter if you smile during a phone conversation because the customer can't see you. Which technician is correct?

The phrase written on the work order, "drove the vehicle to confirm the customer's complaint" falls under which section of the work order?

When documenting the work order, what things should be listed?

Professionalism includes which factor?

Technician A asks the service consultant to clarify unclear items on the work order. Technician B sticks to the "three Cs" when communicating with the customer. Which technician is correct?

The three Cs include ________, ________, and ________.

All of these are usually responsible for assigning labor time on a work order EXCEPT ________.

A new technician trainee can get advice about what tools to buy from ________.

Technician A says that aftermarket parts must meet more demanding criteria than OEM parts. Technician B says that the cost of an aftermarket part may be about the same as an OEM part from the dealer. Which technician is correct?

Technician A says that more time should be allotted to repair extremely rusted or dirty vehicles. Technician B says that more time should be allotted for less experienced technicians. Which technician is correct?

If a customer is not attentive during a conversation, what can be done to regain the customer's attention?

Which of these terms refers to the ability to hear and understand what the customer is saying in a way that demonstrates your understanding to the customer?

Technician A says that customer pay rate is sometimes higher than the factory flat rate. Technician B says that the factory flat rate times are usually longer (given more time) compared to aftermarket flat rate time guides. Which technician is correct?

Flat rate pay means ________.