WorksheetsWeekly Quiz customer service 2/4/2022
Total questions: 20
Worksheet time: 10mins
When a service advisor writes a repair order,he/she should
list the estimated cost of replacement parts
list the estimated the cost of labor
have the customer sign the work order
all of the above
Fleet servicing requires that accurate maintenance logs be maintained on a vehicles. Why?
The logs keep maintenance cost as low as possible
The logs prevent breakdowns and lost of time
The logsaid in scheduling maintenance and repairs
all of the above
When filling out a work order,the technician should
fill out any safety problems found
give a clear description of what was found wrong with the vehicle
give a clear description of repairs where made
all of the above
The service charge for a repair that requires 7/10 of an hour at 60.00 per hour would equal
$28.50
$34.40
$42.00
$72>10
A common difficulty when diagnosing a vehicle concern reported by the customer is the
repair cost is too low
concern is not accurately described on the repair order
customer's insistence for the use of non-factory parts
service adviser inability to quickly recognize the vehicle concern
Interviewing the customer prior to servicing his/her vehicle is
unnecessary for complete service
misleading
necessary to determine the concern
a courtesy used in good salesmanship
Used engine oil should be disposed of by
flushing it down the drain
putting it into containers and then into the trash
properly storing it until it can be picked up by a proper disposal company
spreading it on dirt roads
Before using unfamiliar chemicals and products,the technician should first
ask a co-worker how to use the chemicals and products
read the material safety data sheet (MSDS)
ask the parts person for safety tips
put on protective gloves and safety glasses
A mechanic works flat rate at a shop where the labor rate is 75.00 dollars per hour.The mechanic receives 40 percent and the shop receives 60 percent.What is the mechanic's portion if he completes a job which takes two hours?
$40.00
$50.00
$60.00
$70.00
What digit of the vehicle identification number (VIN) is used to determine which engine is in most vehicles
first
thrid
eighth
tenth
A high hard brake pedal and excessive stopping distances could indicate.
low brake fluid
a defective power brake booster
air in the hydraulic brake system
brake pads may be worn out
Vacuum-assist power brake units have __________reserve stops
0
2 to 3
5 to 7
8 to 10
When using manufacturer's diagnostic routines for traction control,
the technician can retrieve DTCs by using scan tools
DTCs can be ignored if they do not match customer's symptom
DTCs symptom charts are only a suggested diagnostic route
visual inspection may be eliminated if DTCs are present
When following a manufacturer's diagnostic routine, which of the following is correct?
DTC is the last step in diagnosis process
Diagnosis by symptom charts is helpful if no traction control DTC is present.
Basic brakes and engine concerns do not affect traction control performance
Traction control only works in cold weather states
When using manufacturer's diagnostic material, it is TRUE that
a general description of the system is USUALLY found in the beginning of the diagnostic section
failure to follow flow charts will usually result in repairing vehicles
known good components means that
defective parts may be substituted for diagnostic purposes
no DTCs means the system is okay
When using a brake drum lathe, the technician should always use
a vibration damper belt
safety glasses
cutting oil
both A and B
The type of disc brake calipers found on most American automobiles is
single-piston floating
two-piston fixed
two-piston floating
single-piston fixed
A disc brake rotor's total indicated runout reading should be
0.005 inch or less
between 0.006 inch and 0.039 inch
between 0.040 inch and 0.06 inch
disregard
When checking for parallelism on a disc brake rotor, the technician should use a
tape measure
micrometer
dial indicator
linear caliper
For lateral runout, a technician should use a
tape measure
micrometer
dial indicator
linear caliper
