Chapter 2 Review Questions
Which description best fits the role of a service advisor?
a) a skilled technician b) a beginning technician c) a customer service representative d) a money manager Answer: c) a customer service representative
What is not included on a work order?
a) customer's mother's maiden name b) VIN c) mileage d) description of work requested Answer: a) customer's mother's maiden name
What is not a duty of a general service technician?
a) have the customer sign the work order b) order the parts needed c) diagnose the customer's concern d) perform vehicle repair procedures Answer: a) have the customer sign the work order
New vehicle preparation is usually an entry-level vehicle service position and usually involves what duties?
a) installing dealer-installed options b) correcting tire pressures c) removal of all protective coverings and plastic d) all of the above Answer: d) all of the above
All of the following are usual duties of a lube technician except __________.
a) oil change b) air filter replacement c) water pump replacement d) accessory drive belt inspection Answer: c) water pump replacement
Who is the person that greets the service customer and completes the work order?
a) service manager b) service advisor c) service writer d) either b or c Answer: d) either b or c
Which job would be concerned with assigning working hours and pay?
a) service manager b) shop foreman c) service advisor d) service technician Answer: a) service manager
Which job would be concerned with the maintenance of the sop equipment?
a) service manager b) shop foreman c) shop owner d) any of the above Answer: d) any of the above
A service advisor is called a __________.
a) shop foreman b) service manager c) service writer d) technician Answer: c) service writer
Two technicians are discussing the duties of a shop foreman and a service manager. Technician A says that a shop foreman diagnoses vehicle problems. Technician B says that the service manager usually repairs vehicle. Which technician is correct?
a) technician A only b) technician B only c) both technicians A or B d) neither technician A nor B Answer: d) neither technician A nor B