Customer relations and shop Procedures

A technician is performing a coolant system flush and "flat rate time " is1 hour. He had trouble removing one of the radiator hoses and spent 1.4 hours on the job. He is paid $20 per flat rate hour. How much did the technician earn on that job?

• $18.00

• $20.00

• $48.00

• $50.00

"Specifications" in the information reference will give the technician what kind of information?

• wiring diagram of the headlight system

• location of the power ABS module

• capacity of the cooling system

• 50,000 mile service interval recommendations

A final once-over of the vehicle done by the technician before customer pick up to

• double check there is no grease smudges, fingerprints or dirty floor mats in the vehicle

• verify the parts department put the correct parts and prices on the invoice

• confirm the inspection sticker is current so the customer can legally drive the vehicle

• acknowledge the service writer's recommendations so the technician can tell the customer

What should be done prior to servicing the client's vehicle to determine the malfunction

• look up the VIN number

• call the manufacturer

• consult with the client

• a car history report

Used engine coolant from a vehicle service should be

• placed in a drum marked "used engine coolant"

• poured down the sink drain as it is not a petroleum product

• re-used in another customer vehicle if it looks clean

• Tested with a hydrometer and re-used only if it does not freeze at -20 degrees fahrenheit

A technician accidentally tears the seat cover of a customer's vehicle. The technician should

• take the vehicle to an upholstery repair shop

• fix the tear themself

• return the vehicle to the customer as is

• ask the service consultant to call the customer