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Test Bank for Automotive Service Management, 3rd edition

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    Chapter 1 The Automotive Service Industry MATCHING. Choose the item in column 2 that best matches each item in column 1. Choose the item in column 2 that best matches each item in column 1. 1) Dedicated to one manufacturer, retail and warranty service 2) Finds it more profitable to sell chips and soft drinks 3) A single purpose service organization 4) Work on all makes and models of vehicles 5) Maintain and repair only those vehicles that are owned or leased by that company or agency A) New vehicle dealership B) Gas station C) Automotive parts, accessories, and tire stores D) Fleets E) Automotive repair and maintenance shops 1) 2) 3) 4) 5) MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 6) Which - type of service shop is least likely to provide service to all makes and models of vehicles? 6) A) Tire store B) Chain store C) Independent repair shop D) All of the above E) None of the above 7) Which of the following is a stand alone center that is part of a group of independent repair shops? 7) A) Fleet service shop B) Chain store C) Independent repair shop D) All of the above E) None of the above 8) In the automotive service industry there is a shortage which type of employees? 8) A) Office Managers B) Technicians C) Owners D) Cashiers 9) Which of the following repairs a wide range of vehicles? 9) A) Chain store B) Independent repair shop C) Fleet service shop D) All of the above E) None of the above 1

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    10) One of the greatest challenges to the non - dealership organizations in automotive service is ________. 10) A) Being price competitive B) Access to technical information C) Access to factory technical training D) A and B E) B and C 11) Choose the shop or shops that are more likely to work on a wide range of vehicles. 11) A) New vehicle dealership service department B) Fleet repair shops C) Chain stores with a service center D) Independent repair shops E) Both C and D F) None of these 12) Which of the following is a service operation that maintains their own vehicles? 12) A) Independent repair shop B) Chain store C) Fleet service shop D) All of the above E) None of the above 13) Automotive repair and maintenance make up ________ percent of the total number of auto techs in the United States. 13) A) 3 B) 44 C) 1 D) 31 E) 21 TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false. 14) The demand for vehicle service continues to grow faster than the supply. 14) 15) The automotive service industry has four major market segments 15) 16) Automotive repair and maintenance shops have a built - in referral business from their sales departments as do new vehicle dealerships. 16) 17) Many corporate fleets limit the number of makes and models of vehicles that they service at any one time. 17) 18) Large chain operations tend to be "semi - specialists". 18) 19) Automotive repair and maintenance shops are tied to a specific manufacturer. 19) 20) The majority of automotive technicians in the United States are employed at independent repair shops. 20) 2

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    Answer Key Testname: UNTITLED1 1) A 2) B 3) E 4) C 5) D 6) E 7) B 8) B 9) B 10) E 11) E 12) C 13) B 14) TRUE 15) FALSE 16) FALSE 17) TRUE 18) TRUE 19) FALSE 20) TRUE 3

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    Chapter 2 Physical Resources MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) Along with the technical tools and equipment needed in a shop, you must also have which of the following to be able to function in today's market? 1) A) Shop equipment B) Communication system C) Repair stalls D) All of the above E) None of the above 2) Which of the following computer operations would not be used to increase the efficiency of a repair shop? 2) A) Management reporting B) Repair order writing C) Employee E - mail D) Free internet access for all employees 3) When designing your new shop's parking area which of these items must be considered? 3) A) To save costs, employees and customers will use the same parking area B) Clearly marked customer parking C) Both A and B D) Neither A nor B TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false. 4) The majority of space needed for a service shop is the offices and space for customers. 4) MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 5) The only common communication tool listed that is not found in today's modern repair shop is ________. 5) A) Telephones B) Text C) E - mail D) Telegraphs E) None of the above 6) In addition to having enough space and doing quality repairs, a shop should ________. 6) A) Project a professional image B) Have adequate signage C) Have curb appeal D) All of the above E) None of the above 7) Which of the following is a common computer - based operation in a modern shop? 7) A) Appointments B) Basic communication via e - mail C) Inventory control D) All of the above E) None of the above 1

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    8) One of the most common big - ticket items specific to each major automotive repair areas is ________. 8) A) Automotive transmission B) Engine mechanical C) Steering and suspension D) All of the above E) None of the above 9) Which of the following is one of the most basic pieces of equipment common to all shops? 9) A) Adequate lighting B) Workbenches C) Centralized power exhaust system D) All of the above E) None of the above TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false. 10) Many shops have transitioned away from Wi - Fi to stationary hard - wired communications systems. 10) 11) All shops need a computing system. 11) 12) The typical service shop dedicates most of its facility space to the repair stalls 12) 13) An important part of the job for technicians is to be able to change quickly and conveniently from street clothes into work uniforms. 13) 14) The parking area represents a larger investment than a building. 14) 15) Very few shops include an area for cleaning customer vehicles. 15) 16) Employees in small shops may perform both administrative and repair duties. 16) 17) Many larger independent shops carry enough inventory to act as retail parts outlets. 17) 18) The first impression that the customer has when they enter your service facility typically sets the tone of the overall customer experience. 18) 19) A waiting area is not very important to provide to customers. 19) 20) A shop does not typically provide specialty tools. 20) 2

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    Answer Key Testname: UNTITLED2 1) D 2) D 3) B 4) FALSE 5) D 6) D 7) D 8) D 9) D 10) FALSE 11) TRUE 12) TRUE 13) TRUE 14) FALSE 15) FALSE 16) TRUE 17) TRUE 18) TRUE 19) FALSE 20) FALSE 3

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    Chapter 3 Human Resources MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) The service repair shop job position that makes more contact with customers than any other person in the dealership is ________. 1) A) The owner of the shop B) The service manager C) The service writer/advisor D) The booker MATCHING. Choose the item in column 2 that best matches each item in column 1. Choose the item in column 2 that best matches each item in column 1. Match the job titles with the description that best fits their job duties. 2) Service consultant 3) Automotive technician 4) Dispatcher 5) Cashier 6) Customer relations specialist A) Cleans and washes the vehicle B) Performs service repairs C) Contacts customers to assure satisfaction D) Distributes work to shop E) Prepares the customer repair order F) Processes final payment for services 2) 3) 4) 5) 6) MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 7) Every service shop should have someone responsible for customer satisfaction follow - up contacts because ________. 7) A) Customers usually will not tell you if they are unhappy, they just go somewhere else and tell their friends. B) Customers usually tell you when they are not happy with their repairs or their bill. C) You need to be sure that most of your customers are not satisfied. D) You have got to have some sort of job in the shop for the owner's son to do. TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false. 8) Once a technician has earned his/her ASE certification he/she need not attend any further training classes. 8) 9) The claims administrator should be required to have been a technician before applying for the position. 9) MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 10) The person who moves and cleans vehicles and assists in general upkeep of vehicles and the shop as directed would be best described as the ________. 10) A) Cashier B) Owner C) Service consultant D) Porter 1

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    11) The person who notifies customers once the repairs are completed is the ________. 11) A) Service consultant B) Owner C) Cashier D) Porter 12) The person who maintains a filing system for paperwork is the ________. 12) A) Owner B) Porter C) Service consultant D) Cashier 13) The person who shuttles customer vehicles from the service write - up area back to the storage lot is the ________. 13) A) Service consultant B) Owner C) Cashier D) Porter 14) The person who cleans and/or details customer vehicles after the repairs is the ________. 14) A) Owner B) Porter C) Cashier D) Service consultant 15) The person who responds to customer inquiries on the telephone, online, and in person is the ________. 15) A) Service consultant B) Porter C) Owner D) Cashier 16) The person who notifies the customer of repair progress is the ________. 16) A) Porter B) Cashier C) Service consultant D) Owner 17) This person makes a substantial investment in the facilities, equipment, and tools ________. 17) A) Owner B) Service consultant C) Porter D) Cashier TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false. 18) The dispatcher must be highly organized. 18) 19) Automotive repair shops depend on their opinion on what the labor standards time guides should be. 19) 20) The shop foreman guides the flow of work in the shop. 20) 2

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    Answer Key Testname: UNTITLED3 1) C 2) E 3) B 4) D 5) F 6) C 7) A 8) FALSE 9) FALSE 10) D 11) C 12) D 13) D 14) B 15) A 16) C 17) A 18) TRUE 19) FALSE 20) TRUE 3

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    Chapter 4 The Repair System MATCHING. Choose the item in column 2 that best matches each item in column 1. Choose the item in column 2 that best matches each item in column 1. Place the following steps from the Repair Process in the order that they occur. 1) Step 1 2) Step 2 3) Step 3 4) Step 4 5) Step 5 6) Step 6 7) Step 7 8) Step 8 9) Step 9 A) Invoicing B) Work distribution C) Delivery D) Follow - up E) Work performance F) Quality assurance G) Appointment H) Reception I) Cashiering 1) 2) 3) 4) 5) 6) 7) 8) 9) MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 10) You have been receiving more complaints lately that the phones are not getting answered quickly enough N there is too long of a delay to get waited on N and that the paperwork is never ready on time. You have 18 technicians and three service consultants. Worst of all, the complaints do not seem to be directed toward any one individual but seem to be occurring throughout your shop. Where do you think the bottleneck is most likely to be occurring? 10) A) Parts specialist B) Dispatcher C) Shop foreman D) Service consultant 11) The step in the repair process where someone notifies the customer what was done, what the charges are going to be, and arranges for them to pick up the vehicle is ________. 11) A) Invoicing B) Delivery C) Cashiering D) All of the above 12) Looking at the organization based on the workflows within the organization and taking into account the inputs, processes, and outputs of these workflows is known as ________. 12) A) Traditional view B) Flow charting C) System view D) Both system and traditional view of organization 1

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    MATCHING. Choose the item in column 2 that best matches each item in column 1. Choose the item in column 2 that best matches each item in column 1. Please show the progression of how complaints are handled beginning with #1, who is likely to be the first person to address them, upward through the chain of command to #5, where the most difficult complaints are likely to end up. 13) Step 1 14) Step 2 15) Step 3 16) Step 4 17) Step 5 A) Technician B) Owner C) Service manager D) General manager E) Service consultant 13) 14) 15) 16) 17) TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false. 18) Follow - up is the last face - to - face step of a transaction. 18) 19) Invoicing is a post - repair activity that is intended to verify that the customer is satisfied with the repairs. 19) 20) Inputs are all the resources required for the system to be able to function. 20) 2

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    Answer Key Testname: UNTITLED4 1) G 2) H 3) B 4) E 5) F 6) A 7) C 8) I 9) D 10) D 11) B 12) C 13) B 14) D 15) C 16) E 17) A 18) FALSE 19) FALSE 20) TRUE 3

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    Chapter 5 Repair Documents MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) Which of these is the most important section of the repair order? 1) A) Vehicle information section B) Accounting section C) Estimates and approvals section D) Customer information section 2) Which of these is true about the repair order? 2) A) The information on the repair order is consistent across the nation. B) All repair orders are organized in the same way. C) Different regions of the country require different information on the repair order. D) Repair orders are required by law to have the same layout and logos. 3) Which item in the vehicle information section of the repair order is the most important? 3) A) The vehicle color B) The delivery date C) The engine size D) The VIN 4) Which of these choices are always correct? The repair order is ________. 4) A) A paper form B) A legal contract C) A communication tool D) Both A and C E) Both A and B 5) The repair order log keeps track of ________. 5) A) Lost parts B) Future appointments C) Vehicles that are currently in the shop D) Vehicles that have been picked up 6) A vehicle is towed into the shop. Where do the towing charges appear on the repair order? 6) A) Customer section B) Repair section C) Estimate section D) Accounting section TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false. 7) If the customer forgets to sign the repair order an approval over the phone is OK. 7) MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 8) Which of these is the section that includes the license plate number and state? 8) A) Accounting section B) Estimates and approvals section C) Customer information section D) Vehicle information section 9) Which of these is the section that includes the outside services provided? 9) A) Customer information section B) Vehicle information section C) Accounting section D) Estimates and approvals section 1

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    10) Which of these is the section that includes the customer's phone numbers? 10) A) Customer information section B) Accounting section C) Estimates and approvals section D) Vehicle information section 11) Which of the following sections includes the customer signature? 11) A) Accounting section B) Repairs section C) Estimate and approvals section D) Parts section 12) Which of the following sections includes a description of customer requests? 12) A) Accounting section B) Repairs section C) Estimate and approvals section D) Parts section 13) Which of the following sections includes the part description? 13) A) Accounting section B) Repairs section C) Estimate and approvals section D) Parts section TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false. 14) The appointment schedule provides the consultant with information to prevent scheduling in more work than the shop can handle. 14) 15) The daily work control log includes the technician assigned. 15) 16) The shop capacity worksheet is a tool that helps the manager to clearly understand the technician capacity of the shop. 16) 17) The daily objectives and performance report includes the productivity goal. 17) 18) The accounting section is the last section of the repair order to be completed. 18) 19) The daily objective and performance report includes what time the car arrived. 19) 2

  16. Answer Key Testname: UNTITLED5 1) C 2) A 3) D 4) E 5) C 6) D 7) FALSE 8) D 9) C 10) A 11) C 12) B 13) D 14) TRUE 15) FALSE 16) TRUE 17) TRUE 18) TRUE 19) FALSE 3

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