A customer says, "My car makes a noise when I brake." What is the service consultant's BEST first response?
Communications
Question · Easy
Spongy brake pedal?
Short
Active listening during a customer interview is BEST demonstrated by:
Repair ___ that lists each job, the parts supplied, labor charges and the odometer readings at drop-off and pickup.
Guess the Term
Introduction & ASE C1 Exam Overview
1.1 Current Exam Facts & Certification Requirements
Study guide
The "three Cs" on a repair order stand for:
Read the clue and guess the term in 6 tries.
Game
A complete repair order concern line should record:
Question · Medium
Kind of charge a written estimate lists for the technician's time, apart from the parts.
Consultant A writes the concern as "customer states intermittent grinding from front when braking below 15 mph, cold mornings only." Consultant B writes "front brakes bad." Who wrote the better concern?
Before any diagnostic or repair work begins, the service consultant must obtain:
Kind of rate a shop quotes per job, unchanged by how many hours the technician actually spends.
1.2 Question Formats, Scoring & Study Strategy by Weight
A customer declines a recommended brake fluid service. The service consultant should:
Swap tiles to line up three of the same term.
Term Match
When answering an incoming service call, the consultant should FIRST:
Request to a service contract provider to pay for a covered repair, with filing steps worth checking before purchase.
Product knowledge
A customer becomes angry about an unexpected charge. The consultant's BEST approach is to:
CSI in a dealership or shop context refers to:
Diagnostic ___: fee some shops bill for finding a fault, worth asking about in case the repair is done elsewhere.
Customer Intake & Professional Presence
2.1 Professional Greeting, Image & Communication Skills
A customer asks for a price over the phone for a repair the consultant cannot diagnose remotely. The BEST response is:
Flip two cards at a time to find matching terms.
Term Pairs
During vehicle write-up, walking around the vehicle with the customer primarily helps to:
Steering fault in which a car will not track straight, which worn idler or ball joints can cause.
A maintenance service differs from a repair in that maintenance is:
Product Knowledge
A repair is covered under the vehicle's powertrain warranty. The service consultant should:
Random thumping sound that can mean a loose shock absorber or suspension part.
2.2 Customer & Vehicle Information and Customer Types
The MAP (Motorist Assurance Program) standards primarily promote:
Find five hidden terms in a grid of letters.
Term Search
Under MAP guidelines, a part that is worn but still functioning within specification should be communicated as:
Shrill, sharp noise usually tied to engine speed that can mean a worn power-steering, fan or air-conditioning belt.
When a technician identifies additional needed work after the customer has left, the consultant should:
Consultant A says additional authorization is needed only for parts over a set dollar amount. Consultant B says any work beyond the original authorized scope needs new authorization. Who is correct?
Question · Hard
Low, rhythmic sound that often means a defective exhaust pipe, converter or muffler.
2.3 Documenting Customer Concerns & Requests
A customer wants to wait while a 2-hour job is performed. The consultant should:
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The primary purpose of confirming the customer's contact information at write-up is to:
Seventeen-character string that encodes a car's build plant and country and appears on its registration card.
A customer's vehicle is ready but the repair took longer than estimated. The BEST practice is to:
When explaining a needed repair, the consultant communicates MOST effectively by:
Self-checking emissions system that must detect emission-control malfunctions, store trouble codes and alert the driver.
2.4 Alternative Transportation & Promoting Facility Capabilities
A customer presents a competitor's lower written estimate. The professional response is to:
Recording the customer's stated concern accurately is important PRIMARILY because:
Stored identifier such as P0456 that a scan tool reads after the computer flags a fault.
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