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Chapter 2 Steering and Suspension Careers Employability Skills Workplace Practices Flashcards | StudBud
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Chapter 2 Steering and Suspension Careers Employability Skills Workplace Practices
Chapter 2 Steering and Suspension Careers Employability Skills Workplace Practices
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StudBud Administration
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Chapter 2 Steering and Suspension Employability Skills and Workplace Practices Bennet
Flashcards
40 cards
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Questions
40
Answers
1
Validating statement shows interest in the topic discussed. The phrase___shows/paying attention
c). "let me think about that for a second"
b). "go on"
d). "tell me more"
a). "give me an example"
2
Whenever you come across any defective equipment in the workshop you should______?
b). Tag the defective item and place in a secure area
d). Notify the manufacturer
a). Discard the defective equipment
c). Try to repair the defective item
3
When would a service campaign be conducted?
a). When new models are released into the market
d). When customers bring in vehicles with expensive repairs
c). When evaluating warranty claims
b). When a safety issue identified with a particular vehicle
4
When technicians understand who their customers are/their customers needs they can then provide
b). Good leadership and training
c). A safer work environment
d). Information on unexpected problems
a). Good customer service
5
The three C's consist of Concern, Cause, and _____.
b). Communication
c). Correspondence
a). Correction
d). Completeness
6
"Can we go ahead and replace the faulty water pump for you?" Represents what type of question?
b).open
a). Closed
c). Discussion
d). Yes/No
7
Customer is nodding while listening to you/gesturing when he speaks type of language represent
d). Verbal
c). Emphatic
b). Non Verbal
a). Active
8
A secondary source of information tends to be more reliable since it is more_____.
c). Subjective
b). Effective and constructive
d). Direct
a). Generic and objective
9
When you express your understanding customer's situation & explore options 2resolve demonstrate
b). Empathy
a). Undivided attention
c). Technical expertise
d). Sympathy
10
You are preparing estimate for a customer w/leaking intake manifold where do you find flatrate?
c). Service Information Program
d). Vehicle Operators Manual
a). Labor Guide
b). Technical Service Bulletin
11
Closed questions are useful to establish________.
d). Facts and details
a). Achievable expectations
c). A person's response
b). Opinions
12
What does your tone of voice reveal?
d). Your professionalism
a). Your understanding of the conversation
c). Your assumptions
b). Your feelings
13
Reading only the parts we need to know is known as what type of reading?
d). Selective
c). Subjective
b). Comprehensive
a). Absorbing
14
The ability of each team member to ______ will determine the success of the team.
a). Read effectively
c). Communicate effectively
b). Access information
d). Learn about new technology
15
Where would you as a technician locate Gross Vehicle Weight Rating (GVWR)?
a). Vehicle Emission Control Information (VECI) label
b). Driver Vehicle Inspection Report (DVIR)
c). Labor Guide
d). Vehicle Safety Certification (VSC) label
16
Why is possessing an ASE certification important to one's future as a technician?
a). Leads to better employment opportunities
c). Tech gains 1st hand experience communicating w/customers
b). Allows technician to transport raw materials 2 factories
d). Leads to apprenticeship opportunites
17
What do manufacturers use to evaluate warranty claims?
c). Operator's manual
d). After market repair manuals
b). Service programs
a). Service history
18
Which of the following has a task description broken into steps & diagrams/pictures to aid tech
d). Driver vehicle inspection report
c). Shop manual page
b). Technical Service Bulletin
a). Labor Guide
19
Before servicing a vehicle what do you need to obtain from a customer?
c). Customer deposit
d). Customer authorization to carry out the service
a). Vehicle Maintenance Record
b). Customer method of payment
20
When using a book for reference where would you start in the book to help find the section?
a). Database
b). Table of contents
c). Site navigation
d). Glossary of terms
21
Researching can be completed in three steps. The first step is to___.
a). Define the problem
b). Break the problem into smaller chunks
c). Determine the best solution
d). Look for information or clues
22
Which programs are computer applications used provide tech/info repair/maintenance of vehicles
d). Training
a). Educational
c). Service information
b). Software
23
Recall for a discovered safety issue becomes necessary who's responsible for notifying owners
d). Manufacturer
a). Consumer protection agency
b). Workshop
c). Dealership
24
What service are you performing when you check that all major components systems safe IAW/OEM?
c). Diagnostic
d). Routine
a). Maintenance
b). Inspection
25
What is one of the best ways to handle an angry customer?
a). Keep calm
d). Stand with your arms crossed to show authority
b). Walk away until the customer calms down
c). Refrain from direct eye contact
26
What is required for a team to come together and work efficiently?
b). Good communication
c). Taking advantage of each others strengths and weaknesses
a). Commitment to individual goals
d). Having all team members act as the leader
27
What advantage do dealership technicians have over most independent technicians?
d). They have service information programs
a). Have labor guides indicating average task completion
b). Have technical service bulletins issued by mfg. updates
c). They have on site parts departments stock parts/4repairs
28
What is one way to make sure your message is correctly understood by the listener?
a). Ask clarifying questions
d). Be friendly and pleasant
b). Pause before speaking
c). Remain calm
29
Which of the following is the first step to good communication skills?
b). To be a good dresser
a). To be a good problem solver
d). To be a good listener
c). To be a good speaker
30
What approach to diagnosis do trouble trees use?
a). Troubleshooting
d). Step by step
c). Collaborative
b). Cause and effect
31
A closed question requires a specific answer. Which would be an example closed question?
a). "What type of service did you receive from XYZ Center?"
d). "Can we go ahead and replace the brakes for you?"
c). "How many times have you visited the XYZ Repair Center?"
b). "Would you recommend them?"
32
When using an absorbing reading method one of the steps is to ____.
b). Look for information or clues
d). Read only the parts you need to know
c). Review the information regularly
a). Define what the real issue is
33
A ___statement shows common interest in the topic being discussed.
d). Validating
b). Supporting
a). Opinionated
c). Conversational
34
Which of the following becomes a legal document & can be used as evidence in the event lawsuit?
d). Vehicle Inspection Form
b). Repair Order
c). Accident Report
a). Safety Inspection Form
35
Why should you pay attention to the speaker's facial expression?
b). To organize your thoughts
d). To get along better with people
a). To show empathy
c). To get a clearer sense of his or her message
36
The acronym CSI stands for which of the following?
b). Customer satisfaction index
d). Critical satisfaction information
a). Customer service impact
c). Coolant service instructions
37
Which communication technique can give you the advantage of controlling the pace/conversation?
a). Pausing
b). Relaxing
c). Maintaining eye contact
d). Sitting upright
38
Which should contain information about who, what, when, where, why & directions how 2complete?
c). Questions
d). Instructions
b). Specifications
a). Expectations
39
By what method are parts catalogued?
d). ASE credentials
a). Individual workshop
b). System
c). Federal Motor Carrier Safety Standards
40
Which of the following is a certification series under ASE specifically for transit operations.
a). T-Series for Medium/Heavy Duty Truck Technicians
b). H-Series Master Tech
c). S-Series (school bus)
d). T-Series Master Tech
