Question 1

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

Accepted Answer

Replacing a faulty vehicle thermostat with a new OE thermostat is an example of a correction, as it addresses and fixes the issue.

Question 2

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?

Accepted Answer

Both Technician A and Technician B are correct. A work order should include the customer's concern, the cause of the concern, and the correction made.

Question 3

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?

Accepted Answer

A work order should include the customer's concern, the cause of the concern, and the correction of the concern to ensure a comprehensive record of the issue and its resolution.

Question 4

Technicians need to document their _______ on the repair order.

Accepted Answer

Technicians should document all aspects of their work, including findings, conclusions, and repairs made, to ensure a comprehensive record on the repair order.

Question 5

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?

Accepted Answer

Both Technician A and Technician B are correct. Repair orders are legal documents and must be filled out accurately, and being clear and concise promotes professionalism.

Question 6

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?

Accepted Answer

The 3 Cs in automotive repair refer to "concern, cause, and correction," which are used to diagnose and resolve vehicle issues.

Question 7

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.

Accepted Answer

The answer of The service history is the technician's main...

Question 8

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

Accepted Answer

Repair orders are considered legal documents as they detail the work performed, parts used, and costs involved, which can be used as evidence in legal disputes regarding the repair work.

Question 9

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.

Accepted Answer

The repair order serves as a communication tool between the customer and the technician, ensuring that the customer's concerns are accurately and comprehensively conveyed for effective service.

Question 10

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

Accepted Answer

Repair orders are legal documents that detail the work performed and can be used as evidence in legal disputes regarding the services rendered.

Question 11

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?

Accepted Answer

Both Tech A and Tech B are correct. Tech A is right because documenting additional service recommendations on the repair order ensures transparency and keeps a record for future reference. Tech B is correct because technicians have a responsibility to inform customers about safety concerns to ensure their safety and maintain trust.

Question 12

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?

Accepted Answer

Both Tech A and Tech B are correct. Tech A is right that the customer concern is the focus of step 1 and is often documented on the repair order. Tech B is also correct that the technician should fully understand the concern by reading the repair order and possibly discussing it further with the customer.

Question 13

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?

Accepted Answer

The repair order is a legal document that records the work done on a vehicle and can be used in legal situations if necessary.

Question 14

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

Accepted Answer

Additional service recommendations should be documented on the repair order to inform the customer and maintain transparency.

Question 15

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

Accepted Answer

Focused Testing involves following specific procedures to test and diagnose the issue, such as testing tire pressure in this context.

Question 16

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

Accepted Answer

The TPMS (Tire Pressure Monitoring System) warning light is not directly helpful in performing the repair itself; it is more useful for diagnosing and verifying issues before and after repairs.

Question 17

The service history is not helpful to technicians conducting repairs.

Accepted Answer

The service history provides valuable information about past issues and repairs, helping technicians diagnose and address current problems more effectively.

Question 18

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.

Accepted Answer

Listening is crucial for understanding and accurately interpreting the information being communicated, which is essential in customer interactions and other communication scenarios.

Quiz 1: Strategy-Based Diagnostics