Deck 5: Vehicle, Customer, and Service Information

Question 1

All of the following statements about the VIN are true except:

A) It is a unique serial number.
B) It deters auto theft.
C) It helps in accessing title history.
D) It is made up of ten characters.

Answer 1

D

Question 2

Tech A says that the GVW will be included on the emission label. Tech B says that the build date will be on the VSC label in the door jamb of the vehicle. Who is correct?

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

Answer 2

A

Question 3

Tech A says that, when rebuilding transmissions, specialty manuals are very helpful, as they will include repair information not included in factory manuals. Tech B says that there are online resources for transmission technicians. Who is correct?

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

Answer 3

C

Question 4

Tech A says that the vehicle year is found on the VSC label. Tech B says that the most accurate vehicle year information is on the emission label. Who is correct?

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

Question 5

Tech A says that the VIN number on a vehicle can help identify which engine is installed in the chassis. Tech B says that the digits in the VIN number can be an identifier for information pertinent to that vehicle. Who is correct?

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

Question 6

A technical service bulletin may provide information on all of the following except:

A) unexpected problems.
B) updated parts.
C) changes to repair procedures.
D) end of warranty period.

Question 7

Tech A says that TSBs are typically updates to the owner's manual. Tech B says that TSBs are generally updated information on model changes that do not affect the technician. Who is correct?

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

Question 8

Tech A says that service information programs are extremely helpful, as the technician can use a laptop at the vehicle for quick access to repair procedures. Tech B says that fault from the factory within the airbag system would likely trigger a recall. Who is correct?

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

Question 9

Which of these can be used in arriving at flat rate servicing costs?

A) Service interval recommendations
B) Shop manuals
C) Labor guides
D) Service warranty applications

Question 10

Tech A says that labor guides are necessary for the service writer to quote prices for a customer. Tech B says that labor guides allow more time for repairs made under warranty. Who is correct?

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

Question 11

All of the following statements about a parts program are true except:

A) It can only be accessed through the Internet.
B) It can be used to directly place an order.
C) It can provide information on the cost of a part.
D) It provides options for search by multiple criteria.

Question 12

Tech A says that the cause of the customer concern should be recorded on the repair order. Tech B says that as long as you replace at least one part on a vehicle with a problem, you don't need to verify the repair. Who is correct?

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

Question 13

Tech A says that reviewing service history is an important part of diagnosis. Tech B says that "cost" is one of the 3 Cs. Who is correct?

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

Question 14

Tech A says that the repair order is just a piece of paper telling the technician what to do. Tech B says that the repair order is a legal and binding contract between the customer and the repair facility. Who is correct?

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

Question 15

Vehicle security PIN codes can be found in the:

A) shop manual.
B) owner's manual.
C) technical service bulletin.
D) aftermarket manual.

Question 16

What does the sixth character of the VIN denote?

A) Type of seat restraint
B) Year of manufacture
C) Body type
D) Name of the manufacturer

Question 17

Which of the following provides a systematic procedure and identifies special tools, safety precautions, and specifications relevant to the task?

A) Shop manual
B) Repair order
C) Labor guide
D) Service booklet

Question 18

__________ is a complete list of all of the services and repairs that have been performed on a vehicle.

A) The carfax report
B) The recall database
C) The repair order
D) The service history

Question 19

The service history of a vehicle is typically recorded in the:

A) service booklet.
B) owner's manual.
C) both A and B.
D) none of the above.

Question 20

Technician A says that the service history can provide valuable information to the technician conducting repairs. Technician B says that the service history can provide a potential buyer of a used vehicle with an indication of how the vehicle was maintained. Who is correct?

A) Technician A
B) Technician B
C) Both technicians
D) Neither technician

Question 21

A vehicle with a regular service history is an indication of a vehicle that has been maintained properly.

Question 22

Technician A says that all dealership repair history is stored on a manufacturer's server. Technician B says that dealer service history and information is available to all dealerships. Who is correct?

A) Technician A
B) Technician B
C) Both technicians
D) Neither technician

Question 23

Service history can be used to determine warranty eligibility.

Question 24

Some repair shops may store service history on a computer.

Question 25

Service history should be compared to the manufacturer's scheduled maintenance requirements to determine any discrepancies.

Question 26

All repair shops share service history records, making is easy to track and identify any required services that may be needed.

Question 27

A vehicle with a documented service history will be worth more than a vehicle with a questionable or missing service history.

Question 28

A(n) ________ can be set up to handle all payments related to a customer or to a company that uses your service for a number of vehicles.

A) Service history
B) Account system
C) Repair order
D) None of the above

Question 29

Before making changes to the estimated cost of repair, you need to receive and document the customer's approval of the additional repair cost.

Question 30

The cost of gas and consumables you used to service the vehicle are needed to work out the total cost of vehicle service.

Question 31

A typical repair order should include which of the following?

A) Service provider
B) The customer information
C) The service operations
D) All of the above

Question 32

To work out the total cost of the service, you need to know?

A) The cost of labor
B) The cost of parts
C) The cost of gas and consumables you used to service the vehicle
D) All of the above

Question 33

A typical repair order should include which of the following items?

A) Service provider
B) The customer information
C) The service operations
D) All of the answers listed

Question 34

To work out the total cost of an automotive service, you need to know:

A) The total cost of labor.
B) The total cost of parts.
C) The cost of gas and consumables you used to service the vehicle.
D) All of the answers listed

Question 35

Which of the following are available to supplement the manufacturer's service information to repair automatic transmission repairs?

A) Technician's personal library of binders
B) ATSG repair manuals
C) ATRA online database
D) All of the above

Question 36

Which of the following publish manuals on the repair of automatic transmissions?

A) ATRA
B) ATSG
C) ASE
D) Both A and B

Question 37

Manuals from the Automatic Transmission Service Group are written for a specific transmission.

Question 38

Technician A says that ATSG manuals cover the operation, diagnosis, and repair of a specific transmission. Technician B says that these manuals also include a "known problem" section with procedures to correct those problems. Who is correct?

A) Technician A
B) Technician B
C) Both technicians
D) Neither technician

Question 39

An ATSG manual is available in print or download.

Question 40

Technician A says that the ATSG provides online and in-person training. Technician B says that ATRA provides inline and in-person training. Who is correct?

A) Technician A
B) Technician B
C) Both technicians
D) Neither technician

Question 41

Which of the following statements is NOT true regarding ATRA?

A) ATRA has an extensive online database of specific transmission information.
B) ATRA offers online support for transmission issues.
C) ATRA is offered as a yearly subscription.
D) ATRA sells discounted repair parts.

Question 42

ATGS manuals can help a technician identify all of the thrust bearings and valve springs by providing scaled down images.

Question 43

An online database such as ATRA can include which of the following information?

A) Known problems and repairs
B) Service bulletins
C) Transmission tips and tricks
D) All of the above

Question 44

Technician A says that aftermarket transmission manuals can save a technician valuable time when servicing a transmission. Technician B says that it is recommended a technician start a binder for each transmission model to collect valuable service information, service bulletins, and articles. Who is correct?

A) Technician A
B) Technician B
C) Both technicians
D) Neither technician

Question 45

When using an automotive parts program, diagrams of each part are shown along with a________, which is a unique identifying number for that particular part.

A) Service repair
B) Labor guide
C) Part number
D) None of the above

Question 46

Parts manuals are produced for all makes and models of vehicles and are essentially a catalog of all the parts that make up a vehicle.

Question 47

Parts programs are the modern-day version of parts manuals.

Question 48

To identify the correct part, the technician will need to know _______.

A) Where on the vehicle the part is installed
B) What system or subsystem it comes from
C) Vehicle identification information
D) All of the above

Question 49

Most parts systems contain help menus or training guides with examples.

Question 50

_______ are the modern-day version of parts manuals.

A) Parts programs
B) Parts stores
C) Both A and B
D) None of the above

Question 51

To use a parts program, you need to have a basic understanding of how to start and use a computer.

Question 52

________ are the modern-day version of parts manuals.

A) Parts programs
B) Parts stores
C) Parts professionals
D) None of the answers listed

Question 53

To use a parts program, you need to have a _______ understanding of how to start and use a computer.

A) Thorough
B) Dedicated
C) Basic
D) None of the answers listed

Question 54

Manufacturer's parts programs can be accessed through all of the following EXCEPT:

A) the internet.
B) DVDs.
C) paper manuals.
D) journals.

Question 55

Labor guides are only available in print.

Question 56

Flat rate servicing costs are usually derived from a labor guide.

Question 57

________ is the amount of time the manufacturer would pay the shop for the operation when the vehicle is repaired under warranty.

A) Additional time
B) Combination time
C) Total time
D) Warranty time

Question 58

_______ recognizes that combined tasks in many cases save a lot of time over individual tasks because the customer is already being charged for part of the job in the first task.

A) Warranty time
B) Additional time
C) Combination time
D) Customer pay time

Question 59

_______ is extra time needed to deal with situations that occur on a relatively common basis, such as vehicle-installed options that are not common to all vehicles, like wheel locks.

A) Warranty time
B) Total time
C) Additional time
D) Combination time

Question 60

Customer pay time is the amount of time a customer would be billed for and is usually 20 - 40% longer than warranty time.

Question 61

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

A) Unsigned pieces of paper
B) Legal documents
C) Rare documents
D) None of the answers listed

Question 62

The length of time for service or repair work is usually listed in tenths of an hour; 0.6 tenths of an hour would be how many minutes?

A) 6 minutes
B) 36 minutes
C) 18 minutes
D) 42 minutes

Question 63

The length of time for service or repair work is usually listed in tenths of an hour; 0.6 tenths of an hour would be how many minutes?

A) 6 minutes
B) 36 minutes
C) Both A and B
D) Neither A and B

Question 64

Technician A states that flat rate servicing costs are usually derived from a labor guide. Technician B states that labor guides list how much time will be involved in performing a standard repair. Who is correct?

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

Question 65

Service campaigns and recalls are usually conducted by manufacturers when a safety issue is discovered with a particular vehicle.

Question 66

All costs associated with the recall are paid by the customer.

Question 67

When performing a service repair using service campaign information, it is not necessary to fill in the required documentation as required in shop policies.

Question 68

As an automotive technician, you should locate where special service messages, service campaigns and recalls, vehicle/service warranty applications, and service interval recommendations can be accessed in your repair facility.

Question 69

Which of the following is an example of a mandatory recall?

A) Radio malfunction
B) Airbag not deploying
C) Both A and B
D) None of the above

Question 70

Which of the following is an example of a mandatory recall?

A) A vehicle's radio malfunctioning
B) A vehicle's airbag not deploying
C) A vehicle's dashboard prematurely fading
D) None of the answers listed

Question 71

Technician A states that recalls are called for by a manufacturer only when enforced by law. Technician B states that manufacturers may choose to voluntarily conduct a recall to ensure the safe operation of the vehicle. Who is correct?

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

Question 72

There is a fault within the airbag system of a vehicle that results in the airbag not deploying or deploying when it should not. In this case, the manufacturer would need to do all of the following EXCEPT:

A) identify the problem.
B) identify the cause.
C) note the vehicles that are affected.
D) calculate the cost and decide on a recall.

Question 73

Usually, all costs associated with the recall are paid for by the:

A) owner.
B) seller.
C) manufacturer.
D) dealer.

Question 74

Technician A states that a recall is carried forward in case an issue in servicing is reported. Technician B states that recalls are usually conducted by manufacturers when a safety issue is discovered with a particular vehicle. Who is correct?

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

Question 75

Before 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.

Question 76

Technical service bulletins (TSBs) are issued by manufacturers to provide information on all of the following EXCEPT:

A) unexpected problems to technicians.
B) updated parts.
C) changes to repair procedures that may occur with a particular vehicle system.
D) new products in the market.

Question 77

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 a TSB can be issued for an updated part or a change in the service procedure on a certain make of vehicle. Who is correct?

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

Question 78

A technical service bulletin may provide information on all of the following except:

A) unexpected problems.
B) updated parts.
C) changes to repair procedures.
D) the scheduled maintenance chart.

Question 79

Technician A says that TSBs are typically updates to the owner's manual. Technician B says that TSBs are generally updated information on model changes that do not affect the technician. Who is correct?

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

Question 80

A critical change in the procedure that bleeds air from the cooling system is needed to resolve overheating concerns. Technician A states that in this situation, the manufacturer would issue a service bulletin explaining the problem. Technician B states that this can be done by the shop itself. Who is correct?

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