07 Roles in the Automotive Work Environment

If within your job you don't work within the guidelines you are set, what could happen?

• Your Manager will be pleased as long as a sale has been made.

• You are allowed to, with no come back on yourself.

• It doesn’t matter too much as most members of staff are experienced.

• You could promise things to a customer which you cannot deliver.

As you are the last person to leave the workshop at night, you have been asked to make sure you switch off all lights.  Why has your boss asked you to do this?

• He is fed up with replacing burnt out light bulbs.

• It is dangerous to leave on the lights as the heat from a fluorescent tube may cause a fire.

• Your boss is mean and will not use lights when it is not necessary.

• Your boss believes in the conservation of energy and will not use the lights when it is not necessary.

The job you are doing has taken longer than you thought it would due to parts not being available at the right time.  What would be the right thing to do?

• Work quicker to ensure that the deadline is met.

• Tell your supervisor so he can tell the customer.

• Not to worry as it was not your fault.

• Work through your lunchtime.

You have asked for a couple of hours off work and say that you will make up for it at another time.  On return to work you decide that you are unable to work the extra time.  What should you do?

• Offer to pay your wages for the time off.

• Keep quiet and hope your supervisor forgets about it.

• Not bother as your boss will not miss a couple of hours.

• Speak to your supervisor and explain that you will try to make up for the lost time, next week.

One of the main tasks of the Service Advisor/Receptionist is to:

• interpret the customer's instructions and write them correctly on the job card.

• forecast the future sales targets for the garage.

• sell parts to the customer.

• advise the mechanic on technical support in the workshop.

The service provided to retail customers from franchise dealers, is:

• to provide a servicing facility for customers

• all the answer options shown

• to process warranty claims with the manufacturer

• to provide vehicle repairs to the manufacturer's standards

What does the 'labour rate' mean in relation to the Service Department?

• Hourly rate of pay that is paid to each technician employed by the garage

• Hourly rate charged to customers for the time spent repairing their vehicle

• Hourly rate including parts that is charged to customers for a repair

• Hourly rate less deductions paid to technicians employed by the garage

In relation to 'Quality Control' this involves checking the:

• all of the answers shown

• standard of vehicle presentation after a repair

• condition of the work bay

• parts replaced by the technician doing the repair

An indication of 'poor quality' with regard to vehicle servicing carried out by a Service Department is:

• the high rate of rectification work done by the workshop

• the time spent by technicians waiting for work to be issued

• the time spent waiting for spare parts to complete the job

• all of the answers shown

What does 'Diagnostic testing' mean in relation to vehicle repair?

• Identifying possible faults using a tree diagram

• Carrying out tests to determine the cause of a fault

• Identifying possible symptoms for a particular fault

• None of the answer options shown