Service Consultant ASE test prep with verified solutions

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Service Consultant ASE test prep with verified solutions An automotive repair business makes it money mainly by: ✔✔Selling the labor of a trained technician to the customer Whose job is it to ... work directly with the customer and technicians to arrange for diagnosis, repair, and service? ✔✔The service consultant To "Service " means to perform________ on an automobile. ✔✔Maintenance, Repairs, a diagnosis A profit business that services automobiles is a called an: ✔✔Automobile Service Facility An automobile Service facility that repairs and maintains one system such as transmission or brakes called an? ✔✔System-specific service facility Which structure has stockholder? ✔✔A corporation A________ permits an owner to use nationally recognized name and receive some assistance, such as training, advertising, and consulting for start-up operations ✔✔Franchise A service facility that is one of several facilities owned by a corporation is called a: ✔✔Chain service facility The test classifies a dealership service department as a type of: ✔✔Specialty service facility The _______ does not service customer vehicles but rather the vehicles own by the company. ✔✔Fleet service facility A service facility must have enough customers flowing in and out to make a: ✔✔Profit What organization incorporates the tasks and duties of service consultants into a list of the major skills and knowledge expected of the position? ✔✔The Automotive Service Excellence Who ultimately determines the job tasks of the service consultant? ✔✔The owner or Manager What form is extremely useful when tracking the automobiles being processed through a facility, especially on busy days when there is a large number of automobiles being checked in and picked up? ✔✔Customer Automobile Inventory Sheet Customer service can be enhanced by: ✔✔A clean and organized facility, the willingness of all employees to help customers Which of these can have the greatest impact on a customers decision to do business with you? ✔✔The level of trust they feel _______ must be able to enter a facility with minimal effort and confusion ✔✔Customer The teams mission is to: ✔✔Work together to ensure customers are treated as important people and then satisfy them with the service and treatment desired. Work together to ensure the efficiency of the facility A typical team has: ✔✔A service consultant, Technicians and a parts specialist At a service facility with a lead technician, the work is assigned to technicians by: ✔✔The service consultant When technicians are paid by the job, it is called? ✔✔The flat-rate system Technician A says that a flat-rate objective is the number of flat-rate hours a technician hopes to earn by the end of the week. Technician B says that he sets his own flat-rate objectives and management does not have any input. Who is right? ✔✔A only Which is not needed to determine applicability of a vehicle's contract? ✔✔Production date A customer will receive a letter or notification from the manufacture for which of these services? ✔✔A vehicle recall Which of the following DOES NOT describe a purpose of a technical service bulletin? ✔✔A TSB is a document mailed to customers to let them know about a problem with their vehicle. There are four types of automobile warranties that service facilities and their service consultants should be able to recognize and administer. Which of the following is NOT? ✔✔Collision repair warranties A service consultant A says a new automobile manufacture warranty contract is almost always used by owners who buy the vehicle secondhand(used). Service consultant B says the warranty coverage period pertains to a predetermined time frame and predetermined mileage as provided in the warranty contract. Who is right? ✔✔B only A customer enters the service facility are while the service consultant is on the telephone with another customer. Which of these should the service consultant do? ✔✔Acknowledge the walkin customer with a wave and finish with the telephone customer. A customer recites a list of symptoms to the service consultant. What should the service consultant do next? ✔✔Ask open-ended questions to try to narrow down the customer problems and establish a priority of what he or she needs so the service facility can be greater assistance. When a service consultant is recording customer information in the database, what is one of the first things to be entered? ✔✔The customer name If a repair order cannot be signed by the customer and the approval has to be taken over the phone, which of the following does not need to appear as detailed on the repair order? ✔✔How the customer plans to pay the bill A customer has just given approval for repair of his or her vehicle. Service consultant A says that the technician should be provided with the approved work order. Service consultant B says documentation of the customer's approval should be on the work order. Who is right? ✔✔Both A and B A service consultant has just completed compiling and writing up a customers concerns. Which of the following should she do next? ✔✔Confirm the accuracy of the information with the customer Service consultant A says that when greeting customers service consultant should offer their name and a handshake. Service consultant B says that when greeting a customer service consultant should make eye-contact and smile while welcoming them. Who is right? ✔✔Both A and B A customer calls with a shopping list of problems with his vehicle. How does the service consultant put this information in a format that will help the technician find the customer problem? ✔✔Ask open-ended questions regarding each item to determine the problem Service consultant A says that a computerized management system is needed for the service facility to save time. Service consultant B says the use of per-priced maintenance jobs is needed to save time. Who is right? ✔✔Both A and B A potential customer calls very concerned about an estimate received from another shop. Which of these should the service consultant do? ✔✔Show empathy for the customer and offer an appointment for second opinion. Service consultant A says that telling the customer when the vehicle will be ready at the time he or she drops it off creates expectations. Service consultant B says that accurate completion times can only be determined after vehicle inspection/ diagnosis. Who is right? ✔✔A only When a vehicle is found to need maintenance work that was not requested by the customer, a service consultant should recommend it because: ✔✔It is the responsibility of the service facility to advise the customer of his or her vehicle needs A service consultant need to find alternative transportation for a customer who is under 21 years old. Policy states that rental/ loaner cars cannot be given to anyone under 21. What do you do? ✔✔Offer to provide a ride Service consultant A says that providing an estimate is required by law in most services. Service consultant B says that explaining the details of an estimate helps to add value to the services the customer is buying from the shop. Who is correct? ✔✔Both A and B Service consultant A suggest that offering a customer a ride home or to work represents alternative transportation. Service consultant B says that driving the customer to the bus stop is providing alternative transportation. Who is right? ✔✔A only After inspecting a vehicle the technician recommends the following: replacement of a damage drivers side seat-belt, cooling system flush, replacement of brake pads than are only at 1/32 in remaining and an oil change that is 1,500 miles overdue. Which of these represents the best way to prioritize this list to the customer? ✔✔Seat-belt, Brake pads, oil change, cooling service If a customer objects to the cost of a necessary repair, which of these is the best response that the service consultant can give? ✔✔Explain the reasons for the cost and benefits of the repair Service consultant A says that providing a ballpark estimate is a useful tool to close a sale. Service consultant B says that being friendly and asking for an appointment will close a sale. Who is right? ✔✔B only A 30,000 mile maintenance procedure is being preformed. Which of these is a benefit of performing the service? ✔✔The maintenance will help the vehicle to continue to deliver dependable service Service consultant A says that an example of a feature of an oil change is the weight and brand of oil used. Service consultant B says than an example of a benefit of an oil change is longer engine life. Who is right? ✔✔Both A and B An upset customer comes in when the service department is very busy. Which of these is the best way to handle the situation? ✔✔Listen to the upset customer explain the whole problem A customer has come to pick up his or her vehicle when the service department is very busy. Which of these is the best way to handle the situation? ✔✔Review the work performed and the invoice with the customer [Show More]

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