Chapter 1 The Automotive Service IndustryMATCHING. Choose the item in column 2 that best matches each item in column 1.Choose the item in column 2 that best matches each item in column 1.1)Dedicated to one manufacturer, retailand warranty service2)Finds it more profitable to sell chipsand soft drinks3)A single purpose service organization4)Work on all makes and models ofvehicles5)Maintain and repair only thosevehicles that are owned or leased bythat company or agencyA)New vehicle dealershipB)Gas stationC)Automotive parts, accessories, and tirestoresD)FleetsE)Automotive repair and maintenance shops1)2)3)4)5)MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.6)Which-type of service shop is least likely to provide service to all makes and models of vehicles?6)A)Tire storeB)Chain storeC)Independent repair shopD)All of the aboveE)None of the above7)Which of the following is a stand alone center that is part of a group of independent repair shops?7)A)Fleet service shopB)Chain storeC)Independent repair shopD)All of the aboveE)None of the above8)In the automotive service industry there is a shortage which type of employees?8)A)Office ManagersB)TechniciansC)OwnersD)Cashiers9)Which of the following repairs a wide range of vehicles?9)A)Chain storeB)Independent repair shopC)Fleet service shopD)All of the aboveE)None of the above1

10)One of the greatest challenges to the non-dealership organizations in automotive service is________.10)A)Being price competitiveB)Access to technical informationC)Access to factory technical trainingD)A and BE)B and C11)Choose the shop or shops that are more likely to work on a wide range of vehicles.11)A)New vehicle dealership service departmentB)Fleet repair shopsC)Chain stores with a service centerD)Independent repair shopsE)Both C and DF)None of these12)Which of the following is a service operation that maintains their own vehicles?12)A)Independent repair shopB)Chain storeC)Fleet service shopD)All of the aboveE)None of the above13)Automotive repair and maintenance make up ________ percent of the total number of auto techs inthe United States.13)A)3B)44C)1D)31E)21TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.14)The demand for vehicle service continues to grow faster than the supply.14)15)The automotive service industry has four major market segments15)16)Automotive repair and maintenance shops have a built-in referral business from their salesdepartments as do new vehicle dealerships.16)17)Many corporate fleets limit the number of makes and models of vehicles that they service at anyone time.17)18)Large chain operations tend to be "semi-specialists".18)19)Automotive repair and maintenance shops are tied to a specific manufacturer.19)20)The majority of automotive technicians in the United States are employed at independent repairshops.20)2

Chapter 2 Physical ResourcesMULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.1)Along with the technical tools and equipment needed in a shop, you must also have which of thefollowing to be able to function in today's market?1)A)Shop equipmentB)Communication systemC)Repair stallsD)All of the aboveE)None of the above2)Which of the following computer operations would not be used to increase the efficiency of a repairshop?2)A)Management reportingB)Repair order writingC)Employee E-mailD)Free internet access for all employees3)When designing your new shop's parking area which of these items must be considered?3)A)To save costs, employees and customers will use the same parking areaB)Clearly marked customer parkingC)Both A and BD)Neither A nor BTRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.4)The majority of space needed for a service shop is the offices and space for customers.4)MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.5)The only common communication tool listed that is not found in today's modern repair shop is________.5)A)TelephonesB)TextC)E-mailD)TelegraphsE)None of the above6)In addition to having enough space and doing quality repairs, a shop should ________.6)A)Project a professional imageB)Have adequate signageC)Have curb appealD)All of the aboveE)None of the above7)Which of the following is a common computer-based operation in a modern shop?7)A)AppointmentsB)Basic communication via e-mailC)Inventory controlD)All of the aboveE)None of the above1

8)One of the most common big-ticket items specific to each major automotive repair areas is________.8)A)Automotive transmissionB)Engine mechanicalC)Steering and suspensionD)All of the aboveE)None of the above9)Which of the following is one of the most basic pieces of equipment common to all shops?9)A)Adequate lightingB)WorkbenchesC)Centralized power exhaust systemD)All of the aboveE)None of the aboveTRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.10)Many shops have transitioned away from Wi-Fi to stationary hard-wired communicationssystems.10)11)All shops need a computing system.11)12)The typical service shop dedicates most of its facility space to the repair stalls12)13)An important part of the job for technicians is to be able to change quickly and conveniently fromstreet clothes into work uniforms.13)14)The parking area represents a larger investment than a building.14)15)Very few shops include an area for cleaning customer vehicles.15)16)Employees in small shops may perform both administrative and repair duties.16)17)Many larger independent shops carry enough inventory to act as retail parts outlets.17)18)The first impression that the customer has when they enter your service facility typically sets thetone of the overall customer experience.18)19)A waiting area is not very important to provide to customers.19)20)A shop does not typically provide specialty tools.20)2

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Chapter 3 Human ResourcesMULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.1)The service repair shop job position that makes more contact with customers than any other personin the dealership is ________.1)A)The owner of the shopB)The service managerC)The service writer/advisorD)The bookerMATCHING. Choose the item in column 2 that best matches each item in column 1.Choose the item in column 2 that best matches each item in column 1.Match the job titles with the description that best fits their job duties.2)Service consultant3)Automotive technician4)Dispatcher5)Cashier6)Customer relations specialistA)Cleans and washes the vehicleB)Performs service repairsC)Contacts customers to assure satisfactionD)Distributes work to shopE)Prepares the customer repair orderF)Processes final payment for services2)3)4)5)6)MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.7)Every service shop should have someone responsible for customer satisfaction follow-up contactsbecause ________.7)A)Customers usually will not tell you if they are unhappy, they just go somewhere else and telltheir friends.B)Customers usually tell you when they are not happy with their repairs or their bill.C)You need to be sure that most of your customers are not satisfied.D)You have got to have some sort of job in the shop for the owner's son to do.TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.8)Once a technician has earned his/her ASE certification he/she need not attend any further trainingclasses.8)9)The claims administrator should be required to have been a technician before applying for theposition.9)MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.10)The person who moves and cleans vehicles and assists in general upkeep of vehicles and the shopas directed would be best described as the ________.10)A)CashierB)OwnerC)Service consultantD)Porter1

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11)The person who notifies customers once the repairs are completed is the ________.11)A)Service consultantB)OwnerC)CashierD)Porter12)The person who maintains a filing system for paperwork is the ________.12)A)OwnerB)PorterC)Service consultantD)Cashier13)The person who shuttles customer vehicles from the service write-up area back to the storage lot isthe ________.13)A)Service consultantB)OwnerC)CashierD)Porter14)The person who cleans and/or details customer vehicles after the repairs is the ________.14)A)OwnerB)PorterC)CashierD)Service consultant15)The person who responds to customer inquiries on the telephone, online, and in person is the________.15)A)Service consultantB)PorterC)OwnerD)Cashier16)The person who notifies the customer of repair progress is the ________.16)A)PorterB)CashierC)Service consultantD)Owner17)This person makes a substantial investment in the facilities, equipment, and tools ________.17)A)OwnerB)Service consultantC)PorterD)CashierTRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.18)The dispatcher must be highly organized.18)19)Automotive repair shops depend on their opinion on what the labor standards time guides shouldbe.19)20)The shop foreman guides the flow of work in the shop.20)2

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Chapter 4 The Repair SystemMATCHING. Choose the item in column 2 that best matches each item in column 1.Choose the item in column 2 that best matches each item in column 1.Place the following steps from the Repair Process in the order that they occur.1)Step 12)Step 23)Step 34)Step 45)Step 56)Step 67)Step 78)Step 89)Step 9A)InvoicingB)Work distributionC)DeliveryD)Follow-upE)Work performanceF)Quality assuranceG)AppointmentH)ReceptionI)Cashiering1)2)3)4)5)6)7)8)9)MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.10)You have been receiving more complaints lately that the phones are not getting answered quicklyenoughNthere is too long of a delay to get waited onNand that the paperwork is never ready ontime. You have 18 technicians and three service consultants. Worst of all, the complaints do notseem to be directed toward any one individual but seem to be occurring throughout your shop.Where do you think the bottleneck is most likely to be occurring?10)A)Parts specialistB)DispatcherC)Shop foremanD)Service consultant11)The step in the repair process where someone notifies the customer what was done, what thecharges are going to be, and arranges for them to pick up the vehicle is ________.11)A)InvoicingB)DeliveryC)CashieringD)All of the above12)Looking at the organization based on the workflows within the organization and taking intoaccount the inputs, processes, and outputs of these workflows is known as ________.12)A)Traditional viewB)Flow chartingC)System viewD)Both system and traditional view of organization1

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MATCHING. Choose the item in column 2 that best matches each item in column 1.Choose the item in column 2 that best matches each item in column 1.Please show the progression of how complaints are handled beginning with #1, who is likely to be the first person toaddress them, upward through the chain of command to #5, where the most difficult complaints are likely to end up.13)Step 114)Step 215)Step 316)Step 417)Step 5A)TechnicianB)OwnerC)Service managerD)General managerE)Service consultant13)14)15)16)17)TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.18)Follow-up is the last face-to-face step of a transaction.18)19)Invoicing is a post-repair activity that is intended to verify that the customer is satisfied with therepairs.19)20)Inputs are all the resources required for the system to be able to function.20)2

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Chapter 5 Repair DocumentsMULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.1)Which of these is the most important section of the repair order?1)A)Vehicle information sectionB)Accounting sectionC)Estimates and approvals sectionD)Customer information section2)Which of these is true about the repair order?2)A)The information on the repair order is consistent across the nation.B)All repair orders are organized in the same way.C)Different regions of the country require different information on the repair order.D)Repair orders are required by law to have the same layout and logos.3)Which item in the vehicle information section of the repair order is the most important?3)A)The vehicle colorB)The delivery dateC)The engine sizeD)The VIN4)Which of these choices are always correct? The repair order is ________.4)A)A paper formB)A legal contractC)A communication toolD)Both A and CE)Both A and B5)The repair order log keeps track of ________.5)A)Lost partsB)Future appointmentsC)Vehicles that are currently in the shopD)Vehicles that have been picked up6)A vehicle is towed into the shop. Where do the towing charges appear on the repair order?6)A)Customer sectionB)Repair sectionC)Estimate sectionD)Accounting sectionTRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.7)If the customer forgets to sign the repair order an approval over the phone is OK.7)MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.8)Which of these is the section that includes the license plate number and state?8)A)Accounting sectionB)Estimates and approvals sectionC)Customer information sectionD)Vehicle information section9)Which of these is the section that includes the outside services provided?9)A)Customer information sectionB)Vehicle information sectionC)Accounting sectionD)Estimates and approvals section1

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Test Bank for Automotive Service Management, 3rd edition

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