Deck 1: Strategy-Based Diagnostics

Question 1

Which of the following steps is the last step in a strategy-based diagnostic process?

A) Verifying the customer's concern
B) Researching possible faults
C) Performing the repair
D) Verifying the repair

Answer 1

D

Question 2

Tech A says the strategy-based diagnostic process is a scientific process of elimination. Tech B says the strategy-based diagnostic process begins with scanning the vehicle for DTCs. Who is correct?

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

Answer 2

A

Question 3

The best way to address intermittent faults is to:

A) look for symptoms, data, or DTCs that are repeatable or consistent.
B) reverse the steps in the diagnostic process.
C) ask the customer to bring back the vehicle when the fault occurs.
D) take it up only when it is covered by warranty.

Answer 3

A

Question 4

Tech A says that when diagnosing a transmission problem, it is important to first verify the customer concern by taking the vehicle on a road test if possible. Tech B says that you should check for TSBs during the diagnostic process. Who is correct?

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

Question 5

Two technicians are discussing a transmission problem. Tech A says that it is important to test drive the vehicle because there may actually be no issue with the vehicle and the customer complaint is actually a normal operational characteristic of the transmission. Tech B says you should always check TSBs before performing any service of the transmission because the manufacturer may have updated a component. Who is correct?

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

Question 6

Tech A says that experience will allow you to skip many of the steps of the diagnostic process because you will be familiar with the transmission. Tech B says that skipping steps of the diagnostic process can cause issues to be missed, or misdiagnosis of the problem. Who is correct?

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

Question 7

When the technician encounters a vehicle with more than one customer concern, and both originate from companion systems, the technician:

A) should attempt to test for both faults at once.
B) need not attempt to fix the second fault.
C) should never choose those tests that might look at components of both systems.
D) should isolate the faults and test them separately.

Question 8

All of the following will happen if the technician fails to document test results except:

A) The manufacturer will not pay the claim.
B) The shop is out money for the parts and service.
C) The technician will be unable to diagnose the fault.
D) The technician will not be paid for his or her work.

Question 9

Tech A says that technicians are frequently paid by the job, or flat rate, rather than paid hourly. Tech B says rushing the repair is best for the customer, so they get their vehicle back quickly. Who is correct?

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

Question 10

Tech A says that additional service recommendations should be documented on the repair order. Tech B says technicians are obligated to make the customer aware of safety concerns that require attention. Who is correct?

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

Question 11

Tech A says that the customer concern is the focus of step 1 of the diagnostic process. Often the concern is documented on the repair order prior to the technician receiving the vehicle. Tech B says the technician who works on the vehicle should take time to fully understand the concern, read the repair order, and possibly talk further with the customer to understand the nature of the problem. Who is correct?

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

Question 12

Tech A says that a repair order is only used in the shop and will be discarded when the vehicle is complete. Tech B says that the repair order is a legal document and could be used in a court. Who is correct?

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

Question 13

All of the following statements with respect to the 3 Cs are true except:

A) Customer concern is documented on the repair order prior to the technician receiving the vehicle.
B) The second C in the 3 Cs refers to the cause of the customer's concern.
C) Technicians should note safety issues and maintenance items on the repair order.
D) Additional service recommendations should never be documented on the repair order.

Question 14

________ stands for the customer's understanding of the vehicle problem.

A) Correction
B) Cause
C) Concern
D) Concentration

Question 15

________ stands for the actual fault that is causing the concern.

A) Concentration
B) Correction
C) Concern
D) Cause

Question 16

________ stands for the procedure and parts that will be used to fix the problem.

A) Concern
B) Cause
C) Concentration
D) Correction

Question 17

Which of the following is NOT represented by the 3 Cs abbreviation?

A) Customer
B) Concern
C) Cause
D) Correction

Question 18

Which of the following is NOT represented by the "3 Cs" abbreviation?

A) Customer
B) Concern
C) Cause
D) Correction

Question 19

Technician A says to always work safely and use the proper tools and correct PPE. Technician B says to identify and document the root cause of the customer's concern. Who is correct?

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

Question 20

Technician A says to always work safely and use the proper tools and correct PPE. Technician B says to identify and document the root cause of the customer's concern. Who is correct?

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

Question 21

Regarding concern, cause, and correction, replacing a faulty vehicle thermostat with a new OE thermostat would be an example of a ________.

A) Cause
B) Concern
C) Correction
D) None of the above

Question 22

Technician A says the work order should contain the customer's concern. Technician B says the work order should contain the cause of the concern and the correction. Who is correct?

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

Question 23

Technician A says the work order should contain the customer's concern. Technician B says the work order should contain the cause of the concern and the correction of the concern. Who is correct?

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

Question 24

Technicians need to document their _______ on the repair order.

A) Findings
B) Conclusions
C) Repairs made
D) All of the answers listed

Question 25

Technician A says that repair orders are legal documents so they need to be filled out accurately and carefully. Technician B says that ensuring the repair order is well written, clear, and concise promotes a professional reputation. Who is correct?

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

Question 26

Technician A says that the 3 Cs are the "customer, complaint, and concern." Technician B says that the 3 Cs are "concern, cause, and correction." Who is correct?

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

Question 27

The service history is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

Question 28

Repair orders are legal documents that can be used as evidence in the event of a lawsuit.

Question 29

The repair order is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

Question 30

Repair orders are NOT legal documents that can be used as evidence in the event of a lawsuit.

Question 31

Tech A says that additional service recommendations should be documented on the repair order. Tech B says technicians are obligated to make the customer aware of safety concerns that require attention. Who is correct?

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

Question 32

Tech A says that the customer concern is the focus of step 1 of the diagnostic process. Often the concern is documented on the repair order prior to the technician receiving the vehicle. Tech B says the technician who works on the vehicle should take time to fully understand the concern, read the repair order, and possibly talk further with the customer to understand the nature of the problem. Who is correct?

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

Question 33

Tech A says that a repair order is only used in the shop and will be discarded when the vehicle is complete. Tech B says that the repair order is a legal document and could be used in a court. Who is correct?

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

Question 34

All of the following statements with respect to the 3 Cs are true except:

A) Customer concern is documented on the repair order prior to the technician receiving the vehicle.
B) The second C in the 3 Cs refers to the cause of the customer's concern.
C) Technicians should note safety issues and maintenance items on the repair order.
D) Additional service recommendations should never be documented on the repair order.

Question 35

The technician follows the specified procedure for properly testing the tire pressure. This is which step of strategy-based diagnosis?

A) Verifying the repair
B) Researching possible faults and gathering information
C) Verifying the customer's concern
D) Focused Testing

Question 36

The TPMS warning light is helpful in all stages, EXCEPT in:

A) verifying the customer's concern.
B) focused testing.
C) performing the repair.
D) verifying the repair.

Question 37

The service history is not helpful to technicians conducting repairs.

Question 38

The listening process can be difficult to perfect, but it is one of the most important skills to possess when gathering information from a customer or any other person.