Deck 2: Shop Operations and the Technician Shop Manual

Question 1

The parts manager is typically in charge of all operations, including supervising the service manger.

Answer 1

False

Question 2

TSB repairs can be completed under a warranty, but usually the customer must pay.

Answer 2

True

Question 3

Two technicians are discussing legal concerns. Technician A says that most shops are dishonest in dealing with customers. Technician B says that poorly repaired vehicles can be dangerous to operate. Who is correct?

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

Answer 3

B

Question 4

Two technicians are discussing the operation of the parts department. Technician A says that the service manager usually oversees the parts manager. Technician B says that the parts manager is usually the highest level of management in the shop. Who is correct?

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

Question 5

The accountant _____.

A)greets the customer
B)initiates the repair order
C)also serves as the cashier
D)is responsible for the service manager

Question 6

Flat rate compensation generally discourages speed and efficiency in technicians.

Question 7

Repair orders are generally assigned to which technician?

A)The first available technician experienced in that repair
B)The highest paid technician
C)The lowest paid technician
D)The service writer

Question 8

Two technicians are discussing technician responsibilities. Technician A says that the basic profit-making portion of the shop's operations is performed by the service writer. Technician B says that technicians generally have the most personal money invested in the position. Who is correct?

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

Question 9

If a mistake is made, it should be repaired at the vehicle owner's expense.

Question 10

Entry-level technicians usually receive _____ pay.

A)hourly
B)commission
C)piece rate
D)flat rate

Question 11

Warranties are issued by the vehicle manufacturer for a specified time and mileage.

Question 12

Larger automotive shops typically have only one level of management.

Question 13

Recalls are issued only by repair facilities and are unrelated to safety.

Question 14

What is true concerning environmental protection?

A)Only local statutes apply to environmental law.
B)Vehicle computers can be considered hazardous waste.
C)Hazardous waste is controlled by state-level laws only.
D)Vehicle computers can be disposed of in a trash can.

Question 15

The service writer is usually the first person to greet a customer.

Question 16

The technician performs the basic profit-making portion of the shop's operations.

Question 17

Two technicians are discussing labor time guides. Technician A says that labor time guides are based on the times of technicians with no experience doing the job. Technician B says that there is no way to complete a job faster than what the time guide states. Who is correct?

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

Question 18

Two technicians are discussing shop management. Technician A says that the owner of a small shop may be the only manager and may be the billing clerk and service writer. Technician B says that large shops may have many levels of management. Who is correct?

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

Question 19

Some mistakes that are made by technicians can be life-threatening.

Question 20

Two technicians are discussing vehicle warranties. Technician A says that most vehicle manufacturer warranties have at least some portion of coverage that is bumper-to-bumper. Technician B says that most repair shops warrant their repairs and parts for a certain time or mileage. Who is correct?

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

Question 21

What should be done if a mistake is made when diagnosing or repairing a vehicle?

Question 22

What are the most important parts of a service repair order?

A)VIN number, diagnosis, history
B)Concern, diagnosis, history
C)VIN number, concern, history
D)Concern, cause, and correction

Question 23

Define "flat rate" compensation.

Question 24

Describe a TSB.

Question 25

What should be included in a completed repair order?

Question 26

What do some shops offer to supplement the basic manufacturer warranty on vehicles?

Question 27

What tasks are entry-level technicians usually assigned to complete?

Question 28

What other position can the accountant of an automotive repair shop hold?

Question 29

What statement is true of recalls?

A)Recalls are never related to emissions.
B)Recalls are issued by technicians.
C)Recalls are issued only by the vehicle manufacturer.
D)Recall repairs are completed by the customer.

Question 30

What is the NSTB?

Question 31

What kind of warranty covers every component of the vehicle?

Question 32

What does "TSB" stand for?

Question 33

Two technicians are discussing shop operations. Technician A says that the accountant for the dealership may also be the cashier. Technician B says that service writers must understand enough about vehicle operations to understand the customer's concern. Who is correct?

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

Question 34

What is the VIN of a vehicle?

Question 35

Describe an arbitration board.

Question 36

Describe a vehicle recall.

Question 37

Which employee is usually the first to greet the customer?

Question 38

Which statement about technician responsibility and pay is correct?

A)Entry-level technicians are hired to complete complex operations.
B)Technicians are not required to follow environmental regulations.
C)Technicians can be paid hourly rates.
D)Technicians never work for flat rate.

Question 39

Which step is performed by the accountant and not the technician?

A)Collecting the money.
B)Diagnosing the customer concern.
C)Consulting the labor time guide for proper billing.
D)Submitting the repair order to the cashier.

Question 40

Describe the different methods of technician pay.

Question 41

Technicians have both technical responsibilities and legal responsibilities.

Question 42

NATEF certifies automotive training programs.

Question 43

Employees are responsible for ensuring the company makes a profit on its investment.

Question 44

Who is legally responsible for the actions of the technicians and employees?

A)The technicians.
B)The lawyers.
C)The business owner
D)The customer.

Question 45

What is an advantage of an independent repair facility?

A)Sales and service departments can work together.
B)They are managed by a franchise.
C)They often specialize in one type of repair.
D)Vehicle owners often have a good relationship with the technician.

Question 46

Two technicians are discussing dealership operations. Technician A says that dealerships are normally independent or corporate businesses. Technician B says that a general manager typically operates the dealership. Who is correct?

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

Question 47

Two technicians are discussing customer service. Technician A says that every department at a dealership must work together with the other departments to retain customers. Technician B says that only the service manager is responsible for customer retention. Who is correct?

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

Question 48

Two technicians are discussing business ethics. Technician A says that all areas of the automotive industry are held in high esteem. Technician B says that most people trust service departments. Who is correct?

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

Question 49

Two technicians are discussing dealership operations. Technician A says that the automotive industry is one of the largest employers in an area. Technician B says that the automotive industry does nothing to support local economies. Who is correct?

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

Question 50

What is true of independent repair facilities?

A)Independent facilities typically concentrate on sales.
B)Independent facilities usually stock their own parts.
C)Independent facilities use classes offered by local vendors or technical schools.
D)Independent facilities will only work on one brand of vehicles.

Question 51

Franchises are independently owned, but managed by the franchiser.

Question 52

Two technicians are discussing technician certification. Technician A says that training is usually only about technical matters. Technician B says that technicians also need legal and ethical training to correctly perform their job. Who is correct?

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

Question 53

What is true of megadealerships?

A)Megadealerships are local operations
B)Roger Penske owns AutoNation.
C)Many megadealerships are not publicly traded
D)Megadealerships operate internally just as do local dealerships.

Question 54

What is true of service departments?

A)The service manager reports to the parts manager.
B)The general manager reports to the sales manager.
C)The sales manager reports to the owner.
D)The service manager reports to the general manager.

Question 55

Once obtained, ASE certifications never need to be renewed.

Question 56

Very few automobile owners realize the computing power of their vehicle's computers.

Question 57

Local automotive repair shops are an asset to an area.

Question 58

Megadealerships are corporate-owned stores that have many manufacturer lines and many locations.

Question 59

Individual technicians play an important role in local communities and the industry itself.

Question 60

A dealership is always owned by the manufacturer.

Question 61

Describe a technician's legal responsibilities.

Question 62

How many ASE automotive tests does a technician need to pass to become a Master Technician?

Question 63

What is the requirement for a technician to wear an ASE badge?

Question 64

Describe the requirements for a school to be NATEF certified.

Question 65

What is the name of the ASE automotive education program for high school students?

Question 66

ASE certified technicians have at least how much experience?

A)Zero years
B)2 years
C)4 years
D)5 years

Question 67

What group provides training for automotive engine rebuilders?

Question 68

What is true of the NATEF?

A)NATEF is a division of ASE.
B)NATEF provides certification for technicians.
C)NATEF certification is valid for two years.
D)NATEF programs are only offered in colleges.

Question 69

Who does NATEF certify?

Question 70

How long is an education program certified by NATEF?

Question 71

Which group of technicians is eligible for MACS testing and certification?

Question 72

What is AYES?

Question 73

What person is charged with overseeing the overall operation of a dealership?

Question 74

Two technicians are discussing AYES. Technician A says that AYES is directed toward high school students. Technician B says that anyone can enter AYES. Who is correct?

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

Question 75

What is SEMA?

Question 76

Why should a technician be concerned with ethical behavior?

Question 77

What is true of manufacturer and vendor training?

A)Manufacturer training is only conducted at  post-secondary schools.
B)Training conducted by local parts vendors is open to all technicians.
C)All classes are free of charge to participants.
D)SEMA offers financial aid to all technicians.

Question 78

How many years experience does a technician need to receive ASE certification?

Question 79

Two technicians are discussing ASE testing. Technician A says that ASE-certified technicians must be recertified every ten years. Technician B says that service departments can use the ASE symbol in advertising if it has automotive technicians that are ASE certified, and it adheres to the ASE standards of excellence.

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

Question 80

What does "ASE" stand for?