Deck 4: Working As a Professional Service Technician

Question 1

Professionalism includes which factor?

A)Becoming a teammate with your co workers
B)Apologizing if you are wrong
C)Keeping your word
D)All of these

Answer 1

All of these

Question 2

Types of communications include ________.

A)Verbal
B)Nonverbal
C)Written
D)All of these

Answer 2

All of these

Question 3

The three Cs include ________, ________, and ________.

A)Cause, Cost, and Caller name
B)Captured data, cause, and cost of the repair
C)Correction, correct torque, and customer name
D)Concern, cause, and correction

Answer 3

Concern, cause, and correction

Question 4

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

A)The parts that were replaced
B)The test procedure that was followed
C)The test equipment used for diagnosis
D)All of these

Question 5

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?

A)Technician A only
B)Technician B only
C)Both technicians A and B
D)Neither technician A nor B

Question 6

Housekeeping duties of a technician can include ________.

A)Keeping items off the floor whenever possible
B)Keeping the work area clean and organized
C)Cleaning the floor
D)All of the above

Question 7

If running late, the wise technician should ________.

A)Stop and eat a good breakfast before going to the shop
B)Call the shop and let them know you will be late
C)Speed up
D)Call the shop and take the day off

Question 8

Flat rate pay means ________.

A)The technician is paid according to the job, not the number of hours worked
B)The same pay every week
C)The same number of hours every week
D)The technician is paid overtime

Question 9

Customer pay (CP) means ________.

A)Warranty does not pay for the repair or service
B)The technician often gets paid more for the job
C)Customer pays for the repair or service
D)All of these

Question 10

A mentor performs all of the following EXCEPT ________.

A)Offers advice on how to do a job
B)Signs paychecks
C)Helps guide diagnosis of a problem
D)Advises on professional behavior

Question 11

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?

A)Active hearing
B)Active listening
C)Artful listening
D)Passive listening

Question 12

Which of these tactics is involved with skillful listening techniques?

A)Listen with an open mind
B)Make eye contact with the speaker
C)Both A and B
D)Neither A nor B

Question 13

Eye contact conveys sincerity and interest.

Question 14

When speaking with a customer, Technician A uses profanity only if the customer uses foul language first. Technician B says that its okay to use profane language with younger customers because they can relate better. Which technician is correct?

A)Technician A only
B)Technician B only
C)Both technicians A and B
D)Neither technician A nor B

Question 15

Technician A says that a person with crossed arms is probably not listening to what you're saying. Technician B says that crossed arms is a sign the customer is interested in what the technician is saying. Which technician is correct?

A)Technician A only
B)Technician B only
C)Both technicians A and B
D)Neither technician A nor B

Question 16

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

A)Mr./Mrs.
B)Goodby
C)Thank you
D)Can I assist you?

Question 17

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

Question 18

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

A)Give the customer options for responses
B)Ask questions that require their attention
C)Both A and B
D)Neither A nor B

Question 19

Which of these are effective telephone communication tips?

A)Try to keep the conversation positive
B)Thank the caller for calling
C)Avoid the use of industry abbreviations like EGR
D)All of these

Question 20

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?

A)Technician A only
B)Technician B only
C)Both technicians A and B
D)Neither technician A nor B

Question 21

Technician A writes each diagnostic step on the work order using manufacturer-specific terminology.Technician B writes legibly so the service consultant and customer can read the repair procedure performed. Which technician is correct?

A)Technician A only
B)Technician B only
C)Both technicians A and B
D)Neither technician A nor B

Question 22

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

A)IATN
B)NASTF
C)Google
D)All of these

Question 23

Technician A says that since the technicians in the shop work as a team, its okay to borrow another technicians tools without asking. Technician B says to return borrowed tools in clean working condition. Which technician is correct?

A)Technician A only
B)Technician B only
C)Both technicians A and B
D)Neither technician A nor B

Question 24

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

A)Correction
B)Cause
C)Concern
D)All of these

Question 25

The term R&R means ________.

A)Remove and repair
B)Remove and replace
C)Remove and recondition
D)None of these

Question 26

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?

A)Technician A only
B)Technician B only
C)Both technicians A and B
D)Neither technician A nor B

Question 27

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

A)Factory service manual
B)Alldata
C)Mitchell guide
D)Chilton time guide

Question 28

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?

A)Technician A only
B)Technician B only
C)Both technicians A and B
D)Neither technician A nor B

Question 29

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

A)Service manager
B)Warranty clerk
C)The technician
D)Service consultant

Question 30

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?

A)Technician A only
B)Technician B only
C)Both technicians A and B
D)Neither technician A nor B

Question 31

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

A)An experienced customer
B)The tool truck salesperson
C)The dealership parts department
D)A mentor