Which one of the following is necessary to have effective conversations with your work colleagues?

Express their point of view, explain needs, thoughts/feelings clearly

How and when is it best to report that the task will take longer than agreed?

Tell your manager as soon as you know

A timescale for a task is agreed before starting the work to:

Indicate the cost of labour, which can be agreed with the customer

Why is it necessary to test equipment before returning the vehicle to the customer?

To ensure correct function before release

What does 'Diagnostic Testing' mean in relation to vehicle repair?

Carrying out tests to determine the cause of a fault

If within your job you don't work within the guidelines you are set, what could happen?

You could promise things to a customer which you can't deliver

You hear that one of your friends works in a garage that disposes of brake fluid down the street drain. You advise that:

Speak to his training officer or college tutor

What does the Sale of Goods Act cover?

Contract in which goods are sold for money by business to private individua

You ask for time off and that you will do extra work, you come back and can't do the extra work. What do you do?

Speak to your supervisor & explain why you can't do & you do another time

The best way to understand the function and purpose of an after-market component is to:

Read the manufacturers instructions

Which one of the following is an important element in out relationships with other people?

People should treat other people in the way they want to be treated

1st staff member states you should work faster, 2nd staff member states you you should work slower. You decide:

To accept both views and work to the best of your ability

You are the last person to leave at night, you have been asked to switch off all lights? Why has the boss asked you?

Your boss believes in the conservation of energy/not use unless necessary

The job is taking longer than expected as parts are not available. What would be the right thing to do?T

Tell your supervisor so he can tell the customer

When carrying out service or repair, reporting to your supervisor of any defects you find because:

The customer can be contacted to get their authority to do extra work

What does 'Labour Rate' mean in relation to the Service Department?

Hourly rate charged to customers for the time spent repairing their vehicle

What is the purpose of Code of Practice?

Ensure that subscribers adhere to commonly understood set of rules/reg

The 'Terms and Conditions of Business' in relation to a garage are concerned with:

Conditions, rules & exemptions under which the garage trades with costomers

One of the main tasks of the Service Advisor/Receptionist is to:

Interpret the customer's instructions and write them correctly on job card

Why is it important to understand how your performance fits the overall performance of the business?

To enable you to see an impact your performance has on the company

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Duplicate of G3K Revision

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Job Roles and responsibilities Revision

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Questions 30

Answers

1
If one member of the workforce is lazy it could:
Make the others look good
Increase profits
Let the team down
Make no difference
2
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
To be a good employee it's important to respect authority
Sometimes it's necessary to trivialise people's viewpoints to gain respect
Express their point of view, explain needs, thoughts/feelings clearly
3
How and when is it best to report that the task will take longer than agreed?
Write on the job card why it took longer
Tell your manager at the end of the task
Tell the customer why it took longer when they collect the vehicle
Tell your manager as soon as you know
4
If an accident or serious incident should occur at work, whom would you report to?
The general manager
The local newspaper
The sales manager
The foreman
5
In relations to 'Quality Control' this involves checking the:
Standard of vehicle presentation after a repair
All of the answers shown
Parts replaced by the technician doing the repair
Condition of work bay
6
A timescale for a task is agreed before starting the work to:
Calculate the technicians bonus
Indicate the cost of labour, which can be agreed with the customer
Slows you down, so the customer pays more
Keep you working hard on the task
7
Why is it necessary to test equipment before returning the vehicle to the customer?
To understand the component function better for the next time you fit one
To ensure correct function before release
To add time to the task, so that the customer pays more
To show the customer how the components work
8
What does 'Diagnostic Testing' mean in relation to vehicle repair?
Identifying possible faults using a tree diagram
Non of the answers shown
Identifying possible symptoms for a particular fault
Carrying out tests to determine the cause of a fault
9
An indication of 'Poor Quality' with regards to vehicle servicing carried out by a Service Department is:
The time spent waiting for spare parts to complete the job
The high rate of rectification work done by the workshop
All of the answers shown
The time spent by technicians waiting for work to be issued
10
An agreement that is legally binding is know as a:
Contract
Statue
Warranty
Promise
11
If within your job you don't work within the guidelines you are set, what could happen?
It doesn't matter too much as most members of staff are experienced
Your manager will be pleased as long as sale has been made
You could promise things to a customer which you can't deliver
You are allowed to, with no come back on yourself
12
You hear that one of your friends works in a garage that disposes of brake fluid down the street drain. You advise that:
Say nothing at all as it is okay to do this
Inform the council offices
Speak to his training officer or college tutor
Say nothing at all as it may mean that he could lose his job
13
What does the Sale of Goods Act cover?
Contract in which goods are sold for money between 2 different businesses
All of the answers shown
Contract in which goods are sold for money by business to private individua
Contract in which new parts are fitted to vehicle as part of annual service
14
You ask for time off and that you will do extra work, you come back and can't do the extra work. What do you do?
Keep quiet and hope your supervisor forgets about it
Speak to your supervisor & explain why you can't do & you do another time
Offer to pay your wages for the time off
Not bother as you boss will not miss a couple of hours
15
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
16
Which one of the following is an important element in out relationships with other people?
People should treat other people in the way they want to be treated
Be an effective employee, relationships are secondary to the work completed
When your in a managerial position employees should automatically respect
People in authority should act dictational manner in order to be effective
17
1st staff member states you should work faster, 2nd staff member states you you should work slower. You decide:
That slower is better
To accept both views and work to the best of your ability
That neither can do the job properly
That quicker is better
18
The service provided to retail customers from franchise dealers, is:
To process warranty claims with the manufacturer
To provide a servicing facility for customers
To provide vehicle repairs to the manufacturer's standards
All the answer options shown
19
Which of the following is most likely to provide technical data for a vehicle repair?
Owner's handbook
MOT testers maual
Job card
Vehicle workshop manual
20
You are the last person to leave at night, you have been asked to switch off all lights? Why has the boss asked you?
It is dangerous to leave the lights on as heat from fluorescent tube= fire
He is fed up with replacing burnt out light bulbs
Your boss is mean and will not use the lights when it is not necessary
Your boss believes in the conservation of energy/not use unless necessary
21
To save on publishing and distribution cost, many manufacturers now supply technical info:
In paper format
On a web site
On CD Rom
On microfiche
22
Which of the following is NOT likely to provide specific technical info relating to a vehicle?
The customer's file
A hard copy workshop manual
A CDROM vehicle data disc
The vehicle on-board computer
23
The best method used by manufacturers to ensure correct fitment is:
To only allow you to fit n components after passing an exam
To only fit components themselves
To come to your workplace to show you
To supply fitting instructions
24
The job is taking longer than expected as parts are not available. What would be the right thing to do?T
Work through your lunchtime
Tell your supervisor so he can tell the customer
Work quicker to ensure that the deadline is met
Not to worry as it was not your fault
25
When carrying out service or repair, reporting to your supervisor of any defects you find because:
The customer can be contacted to get their authority to do extra work
The additional parts required can be ordered without any further delay
You can't be blamed if the vehicle goes wrong after the service
You show to your supervisor that you are observant and knowledgeable
26
What does 'Labour Rate' mean in relation to the Service Department?
Hourly rate less deductions paid to technicians employed by garage
Hourly rate charged to customers for the time spent repairing their vehicle
Hourly rate of pay that is paid to each technician employed by garage
Hourly rate including parts that are charged to customers for repair
27
What is the purpose of Code of Practice?
Maximise number of subscribing to deliver level of customer satisfaction
Ensure subscribers enjoy competitive advantages of all who do not
Ensure that subscribers adhere to commonly understood set of rules/reg
Ensure who not subscribed to behave in non-ethical ways than who subscribe
28
The 'Terms and Conditions of Business' in relation to a garage are concerned with:
Rules relating to the disciplinary procedures that apply to garages employe
Conditions, rules & exemptions under which the garage trades with costomers
Legal rules that apply to garage under the Sale of Goods Act
Rules relating to the conditions of service that apply to garages employees
29
One of the main tasks of the Service Advisor/Receptionist is to:
Interpret the customer's instructions and write them correctly on job card
Advise the mechanic on technical support in the workshop
Sell parts to the customer
Forecast the future sales targets for the garage
30
Why is it important to understand how your performance fits the overall performance of the business?
To help you stay motivated
To enable you to see an impact your performance has on the company
To help you to see the big picture and feel valued for your contribution
All of these answers

Duplicate of G3K Revision Flashcards | StudBud