Deck 1: Strategy-Based Diagnostics

Question 1

The _______ is a complete list of all the servicing and repairs that have been performed on a vehicle.

A) Service guide
B) Service history
C) Both A and B
D) None of the above

Answer 1

B

Question 2

The service history can provide all of the following EXCEPT:

A) valuable information to technicians conducting repairs.
B) potential new owners of used vehicles an indication of how well the vehicle was maintained.
C) details regarding the owner of the vehicle.
D) proof which will make the vehicle worth more during resale.

Answer 2

C

Question 3

At the time of vehicle ________, manufacturers prepare service and technical information and attempt to anticipate the information the technicians need to perform service and repairs.

A) Service
B) Invoicing
C) Repair
D) Production

Answer 3

D

Question 4

If required in your shop policy, note the details of the ______ in the appropriate area on the repair order after performing the stated repair.

A) Shop manual
B) Labor guide
C) Service bulletin
D) Service recall

Question 5

Technician A says manufacturers provide technical service bulletins (TSBs) as updates to shop manuals when new problems or maintenance concerns arise for certain vehicle makes or models. Technician B says that if a safety issue is discovered on a certain make of vehicle, the manufacturer may issue a service campaign or recall. Who is correct?

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

Question 6

Technician A says manufacturers provide technical service bulletins (TSBs) to technicians on unexpected problems, updated parts, or changes to repair procedures for certain vehicle makes or models. Technician B says that if a safety issue is discovered on a certain make of vehicle, the manufacturer may issue a service campaign or recall. Who is correct?

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

Question 7

All of the following are TSB guidelines EXCEPT:

A) Technicians must be able to locate where the TSBs are kept in your shop or look them up in the electronic service information system.
B) Prior to performing repairs, technicians must look through the TSBs and get to know the type of information contained in them.
C) After working on a vehicle, it is good practice to check whether a TSB has been issued for that vehicle and type of fault or repair.
D) Perform repairs to the vehicle following the TSB where appropriate while also referring to the shop manual.

Question 8

The TPMS warning lamp is designed to warn the driver of:

A) high tire pressure.
B) faults in the system.
C) low torque.
D) insufficient fuel.

Question 9

The "3 Cs" are short for ________, ________, and ________.

A) Concentration; cause; concern
B) Concern; cause; correction
C) Concern; customer focus; cause
D) Cause; correction; concentration

Question 10

________ stands for the customer's perception of the problem with the vehicle.

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

Question 11

A work order should document the 3 Cs:

A) Cause, concentration, concern
B) Concern, cause, correction
C) Concern, concentration, correction
D) Correction, cause, concentration

Question 12

If you are writing up your findings, conclusions, and the repairs performed on a repair order, one thing to remember is that the information should be concise, yet:

A) complete.
B) concerning.
C) extremely detailed.
D) None of the answers listed

Question 13

While evaluating warranty claims, which of these do manufacturers use?

A) Documents provided by client
B) VIN
C) Vehicle service history
D) Manufacturer manual

Question 14

Technician A states that independent shops generally keep records of the repairs they perform. Technican B states that if a vehicle is repaired at multiple shops, repair history is much more difficult to track. Who is correct?

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

Question 15

The active listener focuses all of his or her attention on the speaker, including ________ and ________ messages.

A) Auditory; visual
B) Positive; negative
C) Verbal; nonverbal
D) None of the above

Question 16

When appropriate, the active listener encourages the speaker to further ________ and clarify details that may have otherwise been left out.

A) Negate
B) Omit
C) Communicate
D) None of the above

Question 17

The active listener focuses all of his or her attention on the:

A) vehicle being worked on.
B) speaker.
C) shop schedule.
D) supervisor.

Question 18

Technician A states that the scheduled service history can be recorded in a service booklet. Technician B states that the scheduled service history can be recorded in the company's records. Who is correct?

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

Question 19

A vehicle with a(n) ________ service history is a good indication that all of the vehicle's systems have been well maintained, and the vehicle will often be worth more during resale.

A) Costly
B) Irregular
C) Sporadic
D) Regular

Question 20

The _______ is a complete list of all the servicing and repairs that have been performed on a vehicle.

A) Service guide
B) Service history
C) Repair listing
D) None of the answers listed

Question 21

The service history of the vehicle gives information on whether:

A) the vehicle was serviced for the same problem more than once.
B) an odometer rollback has occurred.
C) the vehicle meets federal standards.
D) the vehicle has Vehicle Safety Certification.

Question 22

A vehicle that does not have a complete service history may not be eligible for:

A) refund claims.
B) return claims.
C) guarantee claims.
D) warranty claims.

Question 23

Most manufacturers store all service history performed in their dealerships (based on the VIN) on/in:

A) a corporate server.
B) files.
C) remote cloud.
D) local disks.

Question 24

Technician A states that at the time of production, manufacturers prepare service and technical information so that it may be used to train factory service technicians. Technician B states that manufacturers provide the service information needed to perform repairs only after the vehicle has been released into the market for 3 months. Who is correct?

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

Question 25

In strategy-based diagnosis, which step comes before "Researching possible faults and gathering information"?

A) Focused testing
B) Performing the repair
C) Verifying the customer's concern
D) Verifying the repair

Question 26

A diagnosis is the conclusion a technician comes to:

A) after thoroughly investigating the problem.
B) while investigating the problem.
C) before he starts to investigate the problem.
D) after solving the problem.

Question 27

It is best to have a proven diagnostic procedure in place ahead of time. Technician A states that it vastly simplifies the process of logically and systematically (strategically) solving problems. Technician B states that a proven plan helps to increase confidence levels in one's ability to solve problems. Who is correct?

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

Question 28

Identify the step in the diagnostic process where the technician knows from his training that low tire pressure can cause the vehicle to pull toward the side that is low.

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

Question 29

"Researching Possible Faults and Gathering Information" is which step of strategy-based diagnosis?

A) Step 1
B) Step 2
C) Step 3
D) Step 4

Question 30

The cold tire pressure should be adjusted after the vehicle has been parked for:

A) 2 hours
B) at least 4 hours
C) more than 6 hours
D) 1 hour

Question 31

Tech A says that it is only necessary for dealerships to check for updated parts and software/firmware before performing a repair. Tech B says that it is possible that manufacturers have become aware of a problem with a particular component or software version and have issued a software update. 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 manufacturers will often indicate what procedures are appropriate for their vehicles and components. Tech B says that the manufacturer's service information can avoid premature failure of the repair. Who is correct?

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

Question 33

Choose the correct statement.

A) When performing tests for an inspection under warranty, follow your intuition rather than the manufacturers' guidelines.
B) Researching possible faults should begin with a specific cause in mind.
C) For hard parts, the best resource is frequently the respective dealership's parts department.
D) DTCs and freeze frame data need not be captured before clearing the memory.

Question 34

When possible, which of the following is the best way to understand the customer's concern?

A) Asking the customer to guess the cause of the problem.
B) Asking the customer to suggest a solution to the problem.
C) Encouraging the customer to demonstrate the problem.
D) Encouraging the customer to help you fix the problem.

Question 35

All of the following are forms used by shops to collect information regarding a vehicle coming in for repairs, EXCEPT:

A) A repair order.
B) A work order.
C) A job order.
D) None of the answers listed

Question 36

The _______ is a form used by shops to collect information regarding a vehicle coming in for repair.

A) Repair order
B) Work order
C) Both A and B
D) None of the above

Question 37

A repair order is also called a ________.

A) Service campaign
B) Labor guide
C) Work order
D) Shop manual

Question 38

When a vehicle comes in for repair, detailed information regarding the vehicle should be recorded in the:

A) service booklet.
B) repair order.
C) vehicle information label.
D) shop manual.

Question 39

Which of the following is not one of the 3 Cs of vehicle repair?

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

Question 40

Technician A says that in the 3 Cs, "correction" stands for the procedure and parts that will be used to fix the problem. Technician B says that in the 3 Cs, "cause" stands for the actual fault that is causing the concern. Who is correct?

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