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Worksheets07 Roles in the Automotive Work Environment
Total questions: 30
Worksheet time: 8hrs 30mins
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
The 'terms and conditions of business' in relation to a garage are concerned with:
conditions, rules and exemptions under which the garage trades with customers
rules relating to the conditions of service that apply to the garages employees
rules relating to the disciplinary procedures that apply to the garage's employees
legal rules that apply to the garage under the Sale of Goods Act
An agreement that is legally binding is known as a:
warranty
statute
contract
promise
If an accident or serious incident should occur at work, whom would you report it to?
The local newspaper.
The sales manager.
The general manager.
The foreman.
What does the Sale of Goods Act cover?
Contracts in which goods are sold for money by a business to a private individual
Contracts in which goods are sold for money between two different businesses
Contracts in which new parts are fitted to vehicle as part of an annual service
All of the options shown
The best method used by manufactures to ensure correct fitment is:
to supply fitting instructions
to only allow you to fit components after passing an exam
to only fit components themselves
to come to your workplace to show you
1. Which of the following is most likely to provide technical data for a vehicle repair?
Job card
Owner's handbook
MOT testers manual
Vehicle workshop manual
When carrying out a routine vehicle service or repair, you should report any defects that you find to your supervisor so that:
you can't be blamed if the vehicle goes wrong after you have done the service
the additional parts required can be ordered without any further delay
you show to your supervisor that you are observant and knowledgeable
the customer can be contacted to get their authority to do the extra work
Which of the following is not likely to provide specific technical information relating to a vehicle?
A hard copy workshop manual
A CD ROM vehicle data disc (A digital version of a workshop manual issued through the post before the internet.)
The vehicle's on-board computer
The customer's file
In order to save on publishing and distribution costs, many manufacturers now supply technical information:
on CD Rom
in paper format
on microfiche
on a web site
The best way to understand the function and purpose of an after-market component is to:
a) read the manufacturers instructions
a) ask the customer
a) trial and error
a) ask a colleague
Why is it necessary to test equipment before returning the vehicle to the customer?
To understand the components function better for the next time you fit one
To ensure correct function before release
To show the customer how the components work
To add time to the task, so that the customer pays more
A timescale for a task is agreed before starting the work to:
keep you working hard on the task
slow you down, so the customer pays more
indicate the cost of labour, which can be agreed with the customer
calculate the technicians bonus
How and when is it best to report that a task will take longer than agreed?
Tell your manager as soon as you know
Tell your manager at the end of the task
]Tell the customer why it took longer when they collect the vehicle
Write on the job card why it took longer
At college you hear that one of your friends works in a garage that disposes of brake fluid down the street drain. You advise your friend that he should:
say nothing at all as it is okay to do this.
say nothing at all as it may mean that he could lose his job.
speak to his training officer or college tutor.
inform the council offices.
Two members of staff have differing opinions of how to work. One member states that faster is better, the other states that you should take more time and get it right. You decide:
that quicker is better.
to accept both views and work to the best of your ability.
that slower is better.
that neither can do the job properly.
Which one of the following is an important element in our relationships with other people?
People should treat other people in the way they would want to be treated.
To be an effective employee, relationships with other people are secondary to getting the work completed.
People in authority should act in a dictatorial manner in order to be effective.
When you are in a managerial position employees should automatically respect you.
If one member of the workforce is lazy it could:
let the team down.
make no difference.
make the others look good.
increase profits.
Which one of the following is necessary to have effective conversations with your work colleagues?
Advice is an important element of employment at any time.
Sometimes it is necessary to trivialise people's viewpoint in order to gain their respect.
To be a good employee it is important to respect authority even when your feelings are compromised.
Each person should express their point of view, explain their needs, and make their thoughts and feelings clear.
What is the purpose of a Code of Practice?
To ensure that all who subscribe to it enjoy a competitive advantage of all who do not
To ensure that all who subscribe to it adhere to a commonly understood set of rules / regulations governing their behaviour
To ensure that those who do not subscribe to it behave in a less ethical way than those who do
To maximise the number of people subscribing to it to deliver the best possible level of customer satisfaction at all times
Why can it be important to understand how your performance fits into the overall performance of the business?
To help you to stay motivated
To enable you to see what an impact your performance has on the company
To help you to see the big picture and to feel valued for your contribution to the business
All of these answers
