Chapter 4

Professionalism includes which factor?

• Keeping your word

• Becoming a teammate

• Apologizing if you are wrong

• All of the above

The three C's include?

• Correction, correct torque, and customer name

• Concern, cause and correction

• Cause, cost and caller name

• Captured data, cause and cost of repair

Types of communication include_______?

• Verbal

• Written

• Nonverbal

• All of the above

When documenting the work order, what things should be listed?

• The test equipment used in the diagnosis

• The test procedure that was followed

• The parts that were replaced

• All of the above

Technician A says that customer-pay rate is sometimes higher than the factory flat-rate. Technician B says that the factory flat-rate times are usually longer (given more time) compared to aftermarket flat-rate time guides. Which technician is correct?

• Technician A

• Technician B

• Both technician A and B

• Neither technician A nor B

Housekeeping duties of a technician can include_______?

• Cleaning the floor

• Keeping the work area clean and organized

• Keeping items off the floor whenever possible

• All of the above

If running late, the wise technician should _______

• Call the shop and let them know you will be late

• Speed up

• Call the shop and take the day off

• Stop and eat a good breakfast before going to the shop

Flat-rate pay means________

• the same pay (flat-rate) every week

• the same number of hours every week

• the technician is paid according to the job, not by the number of hours worked

• the technician is paid overtime

Customer pay (cp) means______________

• Customer pays for the repair or service

• Warranty does not pay for the repair or service

• the technician often gets paid more for each job

• all of the above

A mentor performs all of the following except ______________

• Helps guide diagnose of a problem

• signs paycheck

• offers advice on how to do a job

• Advises on professional behavior