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G3 Automotive Job roles and Responsibilities Flashcards | StudBud
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G3 Automotive Job roles and Responsibilities
G3 Automotive Job roles and Responsibilities
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Answers
1
Name one responsibility of the valeting department
To prepare body panels ready for paint
To clean the customers vehicle after work has been completed
To contact the customer regarding their vehicle
To provide parts to the technician when needed
2
The best method used by manufactures to ensure correct fitment is:
To come to your workplace to show you
To only allow you to fit components after passing an exam
To supply fitting instructions
To only fit components themselves
3
Which of the following is most likely to provide technical data for a vehicle repair?
Owner's handbook
MOT testers manual
Job card
Vehicle workshop manual
4
What is the purpose of a Code of Practice?
So it is an understood set of rules/regulations governing their behaviour.
To ensure that all who subscribe to it, enjoy a competitive advantage.
To maximise the number of people adhering to it & deliver the best practice
To ensure that those who don't adhere to it behave unethically.
5
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 show the customer how the components work
To ensure correct function before release
To add time to the task, so that the customer pays more
6
The 'terms and conditions of business' in relation to a garage are concerned with:
Conditions, rules, exemptions which the garage trades with customers
Rules about the disciplinary procedures that apply to the garage's employee
Rules about the conditions of service that apply to the garages employees
Legal rules that apply to the garage under the Sale of Goods Act
7
An agreement that is legally binding is known as a:
Statute
Warranty
Contract
Promise
8
What does 'Diagnostic testing' mean in relation to vehicle repair?
None of the answer options shown
Identifying possible symptoms for a particular fault
Carrying out tests to determine the cause of a fault
Identifying possible faults using a tree diagram
9
The best way to understand the function and purpose of an after-market component is to:
Ask the customer
Ask a colleague
Trial and error
Read the manufacturers instructions
10
The service provided to retail customers from franchise dealers, is
To process warranty claims with the manufacturer
To provide vehicle repairs to the manufacturer's standards
All the answer options shown
To provide a servicing facility for customers
11
Who is responsible for locating the correct parts needed for a job?
The technician
The general manager
The parts department
The workshop foreman
12
If one member of the workforce is lazy it could:
Make no difference.
Increase profits.
Make the others look good
Let the team down.
13
When you are talking directly (face to face) with a customer, what should you be doing?
Using all technical terms because everyone knows what you are talking about
Giving them an explanation they will understand and maintain engagement
Eat your lunch
Working on another customers vehicle at the same time
14
Why would an email be used to communicate in the automotive environment?
To record information and provide an audit trail
To invite people to the works Christmas party
To send emoji's and videos to colleagues
To send memes to customers
15
What should you do if a customer complains to you about the cost of the job after you have finished?
Give them the work for free
Let them have the completed work for cheaper
Produce the contract containing costs signed by the customer before.
Get angry and tell them they can't have their car back
16
The job you are doing takes longer than you thought it would. What would be the right thing to do?
Work quicker to ensure that the deadline is met.
Not to worry as it was not your fault.
Work through your lunchtime.
Tell your supervisor so he can tell the customer.
17
Who should you speak to about a dispute between you an another colleague.
The colleague you are having issues with
Your manager
The parts technician
Your mum
18
What does the 'labour rate' mean in relation to the Service Department?
Hourly rate charged to customers for the time spent repairing their vehicle
Hourly rate less deductions paid to technicians employed by the garage
Hourly rate of pay that is paid to each technician employed by the garage
Hourly rate including parts that is charged to customers for a repair
19
What is a key responsibility of the sales department?
To learn the trade alongside the workshop technician
To clean the vehicles ready for the customers to take
To sell vehicles to customers and sort finance deals if needed
To sit about swinging on a chair all day
20
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 b an effective employee, relationships with others are secondary to work
People in authority should act in a dictatorial way to be effective
When you're in a managerial position employees should automatically respect
21
Who sits at the top of the organisational chart?
The apprentice
Body and paint technician
The general manager
The parts manager
22
Which of the following is NOT likely to provide specific technical information relating to a vehicle?
A hard copy workshop manual
A CDROM vehicle data disc
The customer's file
The vehicle's on-board computer
23
In relation to 'Quality Control' this involves checking the:
Condition of the work bay
All of the answers shown
Parts replaced by the technician doing the repair
Standard of vehicle presentation after a repair
24
Why is it important to be honest with your customers about their vehicle.
Because they will nver come back to you
Because they don't care
Because you will gain a good reputation and repeat custom
Because they will tell their gran how awful your business is
25
Who is at the bottom of the organisational structure?
Apprentice
Parts technician
Receptionist
General manager
26
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.
27
Which of the following is NOT a responsibility of the receptionist?
Creating accurate, detailed job cards for the technician
Repairing customers vehicles
Informing the customer when their vehicle is ready
Speaking directly to the customer regarding their vehicle
28
How and when is it best to report that a task will take longer than agreed?
Tell the customer why it took longer when they collect the vehicle
Write on the job card why it took longer
Tell your workshop supervisor as soon as you know
Tell your manager at the end of the task
29
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 help you to see the big picture and to feel valued for your contribution
All of these answers
To enable you to see what an impact your performance has on the company
30
In order to save on publishing and distribution costs, many manufacturers now supply technical information:
On CD Rom
On a web site
In paper format
On microfiche
