Question 1

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?

Accepted Answer

Both technicians are correct. In small shops, the owner may wear multiple hats and handle different aspects of management including billing, service writing and other managerial duties. On the other hand, large shops typically have multiple levels of management including department managers, service advisors, and general managers.

Question 2

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

Accepted Answer

The technician is responsible for performing the tasks that generate revenue for the shop, such as repairing vehicles and selling parts.

Question 3

Flat rate compensation generally discourages speed and efficiency in technicians.

Accepted Answer

Flat rate compensation incentivizes technicians to work more efficiently and quickly, as their pay is based on the job done rather than the time it takes to complete it.

Question 4

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

Accepted Answer

Recalls are issued by the manufacturer or the National Highway Traffic Safety Administration (NHTSA) in the case of motor vehicles. They are related to safety concerns and aim to address defects or problems that could cause harm to consumers. Repair facilities may perform the necessary repairs, but they do not initiate recalls.

Question 5

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

Accepted Answer

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

Question 6

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?

Accepted Answer

Most vehicle manufacturer warranties do have some type of bumper-to-bumper coverage, but it may not cover everything. Additionally, many repair shops do offer warranties on their work and parts, often for a certain time period or mileage.

Question 7

Repair orders are generally assigned to which technician?

Accepted Answer

Repair orders are generally assigned to the first available technician experienced in that repair to ensure efficient service and quick turnaround time for the customer.

Question 8

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?

Accepted Answer

Technician B is correct. Poorly repaired vehicles can be dangerous to operate, posing a safety risk to both the driver and other people on the road. However, Technician A's statement about most shops being dishonest is a sweeping generalization and cannot be definitively proven. It is important to find a trustworthy and reputable repair shop to avoid any potential legal or safety issues.

Question 9

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

Accepted Answer

The parts manager is typically in charge of overseeing the inventory and distribution of parts for the dealership, and may work in coordination with the service manager. However, the service manager typically oversees the operations of the service department, including supervising the technicians and advisors.

Question 10

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

Accepted Answer

The service writer is typically the first person to greet a customer when they arrive at a service center.

Question 11

Larger automotive shops typically have only one level of management.

Accepted Answer

Larger automotive shops typically have multiple levels of management, including supervisors, managers, and possibly regional or national executives.

Question 12

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

Accepted Answer

While some TSB repairs may be covered under a warranty, it is more common for the customer to have to pay for them.

Question 13

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?

Accepted Answer

The service manager oversees the entire service department, which includes the parts department. Therefore, Technician A is correct. However, the parts manager is not usually the highest level of management in the shop. There may be a general manager or owner who is higher in the hierarchy. Therefore, Technician B is incorrect.

Question 14

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?

Accepted Answer

Labor time guides are typically based on the times of average, experienced technicians, not those with no experience. Additionally, skilled technicians can sometimes complete jobs faster than the time guide states, depending on the situation and their level of expertise.

Question 15

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

Accepted Answer

Technicians work with complex and potentially dangerous equipment, and any mistake can lead to serious consequences, including injury or death. Therefore, it is crucial that technicians receive proper training and follow safety protocols to prevent mistakes and accidents.

Question 16

What is true concerning environmental protection?

Accepted Answer

Vehicle computers can contain hazardous materials such as lead or mercury and therefore must be disposed of as hazardous waste. It is important to follow federal, state, and local regulations regarding the disposal of hazardous waste.

Question 17

Entry-level technicians usually receive _____ pay.

Accepted Answer

Hourly pay is the most common type of pay for entry-level technicians. They are paid a set amount for every hour that they work, without additional incentives like commission, piece rate, or flat rate.

Question 18

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?

Accepted Answer

The answer of Two technicians are discussing technician responsibilities. Technician...

Question 19

The accountant _____.

Accepted Answer

The accountant in this scenario is responsible for serving as the cashier, meaning they would handle financial transactions and payments.

Question 20

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

Accepted Answer

The responsibility for the cost of repairs due to a mistake depends on who made the mistake. If the mistake was made by the service provider or mechanic, it is typically their responsibility to cover the repair costs, not the vehicle owner's.

Quiz 1: Introduction to the Automotive Industry