WorksheetsAutomotive Service Operations Intro
Total questions: 5
Worksheet time: 10mins
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.
