Automotive Service Operations Intro

Vehicle drivers/owners should be expected to know the terms and phrases a technician uses when working on cars.

• True

• False

Which of the following are effective communication strategies on the service drive?

• Extreme adherence to technical jargon when speaking

• precise, concise statements that get a point across

• maintaining a technically superior attitude

• having as much information about the vehicle situation as possible before selling service to a customer

A repair order has been given to a tech to get a diagnosis done. Which of the following is the MOST important thing for the tech to look for before getting started?

• A diagnostic fee estimate

• A customer signature

• Understandable customer concern lines

• Vehicle location information

The form in the picture is primarily used for:

• a record of diagnosis and repairs

• protecting the shop from customers

• recording preventive maintenance concerns and safety issues

• a tool for selling extra work

Why is it beneficial for a technician to use precise language when working with vehicles? (Be careful)

• The technician can earn more money that way

• It asserts technical authority over the customer

• The more precise the language is, the less open to different interpretation a report is.

• It makes the tech sound smarter than they really may be.