Deck 4: Shop Management, Service Records, and Parts

Question 1

6)All of the following information are used to locate a customer's record EXCEPT:

A) vehicle's license number
B) owner's name
C) owner's address
D) part number

Answer 1

D

Question 2

20)____________________ is a broad term that refers to parts that are sold by the non-OE market.

Answer 2

Aftermarket

Question 3

5)The ability to find good prices on parts is an important part of a jobber's business.

Answer 3

True

Question 4

15)Factory replacement parts are categorized as ____.

A) WD
B) original equipment
C) aftermarket
D) cost leader

Question 5

17)____________________ is the suggested price of an item and is what the customer paying for car repair pays.

Question 6

18)Some items like oil, oil filters, and coolant, are priced by most establishments with little or no markup, because most customers are aware of their prices. These parts are called ____________________.

Question 7

13)Which of the following statements is LEAST-Likely true?

A) List price is the price that the wholesale auto repair customer pays.
B) Service stations often buy TBA at very good discounts through the oil company whose products they sell.
C) Some items like oil, oil filters, and coolant, are priced by most establishments with little or no markup, because most customers are aware of their prices.
D) Jobbers are sometimes affiliated with cooperative groups.

Question 8

1)The three items on the repair order are called the "3 C's": concern, cause, and collaboration.

Question 9

11)While discussing parts retailers, Technician A says that chain stores usually deal in faster moving items such as alternators, starters, tools, and car accessories. Technician B says that they often do not have as large an inventory of diverse parts as a jobber store. Who is correct?

A) A only
B) B only
C) Both A and B
D) Neither A nor B

Question 10

8)All of the following statements are true EXCEPT:

A) shop clothing is often made of materials resistant to battery acid.
B) fender covers are used whenever underhood work is done.
C) fender covers protect against scratches from items such as belt buckles.
D) in the do-it-yourself market, filters (oil, air, and fuel) account for 5% of all parts sales.

Question 11

14)The term MOST-Likely used to imply that the part is the same as intended by the manufacturer is:

A) OEM
B) aftermarket
C) cost leader
D) stock

Question 12

10)The automotive ____ is supplied from the manufacturer to the customer through a large parts and service distribution system.

A) warehouse
B) industrial account
C) aftermarket
D) fleet account

Question 13

4)Shop towels are often dyed red. When they are exposed to battery acid or other acids, they turn black.

Question 14

16)Warehouse distributors are large distribution centers that sell to auto parts wholesalers, known in the industry as ____________________.

Question 15

7)While having a discussion, Technician A says that the repair order is a legal paper. It is a binding document in court and should be filled out correctly. Spelling, grammar, and content should be precise and accurate.  Technician B says that so much detail is not necessary. Who is correct?

A) A only
B) B only
C) Both A and B
D) Neither A nor B

Question 16

2)A service record is written for every car that enters a repair facility.

Question 17

9)Which of the following is LEAST-Likely a member of the auto parts supply network?

A) Warehouse distributors
B) Independent jobbers
C) Linen service
D) Retail auto parts store

Question 18

3)Fender covers are used whenever underhood work is done.

Question 19

19)____________________ items are those that are slow movers and not readily available to the customer.

Question 20

12)The MOST-Likely supplier of fast-moving, popular items like oil and filters, windshield wipers, and spark plugs to the DIY market is:

A) warehouse distributors
B) mass merchandisers
C) auto manufacturers
D) independent part manufacturers

Question 21

21)Why is the repair order considered an important document?

Question 22

22)List five pieces of information that are normally entered on the repair order.

Question 23

25)How would you gather information from a customer about the problem he/she is having with their vehicle?

Question 24

23)Why is the telephone considered an important source of business?

Question 25

24)List five questions that could be asked if the customer complains that the vehicle runs hot.