ASE C1 Test Questions and Correct Answers|
Latest Update 2026/2027
(Communications) Service Consultant A speaks clearly when have a conversation with a
customer on the phone. Service Consultant B says that treating customers with dignity and
respect om the phone is a positive business trait. Who is correct?
Both A and B
(Communications) Service Consultant A asks the customer to speak very slowly to allow every
comment to be written on the repair order. Service Consultant B asks open-ended questions
when attempting to identify the customer concern to be written on the repair order. Who is
correct?
B only
(Communications) Service consultants do NOT us this when greeting a new customer:
customer's first name
(Communications) What piece of data can be determined from viewing the service history of
a vehicle.
service repair procedures performed at this location
(Communications) A customer has an electrical problem with a vehicle. Service Consultant A
promises a completion time to the customer during the write-up process. Service Consultant
B gives the customer regular updates on the status of his/her vehicle throughout the repair
visit. Who is correct?
B only
(Communications) What is NOT a positive result from a customer follow-up call?
the service consultant can confront the customer who has negative feedback
,(Communications) Service Consultant A says that when writing up a comeback/warranty
ticket, it is necessary to review previous repair orders with the customer. Service Consultant B
says that when writing up a comeback/warranty ticket, it is necessary to ask the customer to
restate the symptoms he his experiencing. Who is right?
Both A and B
(Communications) Service Consultant A says that giving a ballpark estimate during the write-
up process is a good idea. Consultant B says that repair estimates should only be given after
the technician has diagnosed the vehicle and checked the cost of the parts needed. Who is
correct?
B only
(Communications) Service Consultant A wears jeans and a worn shirt to work. Service
Consultant B wears clean "business casual" clothes and always tucks in his/her shirt while at
work. Who is correct?
B only
(Communications) What is NOT a positive characteristic of a well-run service facility?
location on a busy street
(Communications) Service Consultant A says that obtaining accurate contact information is
usually not necessary. Service Consultant B says that most customers expect the service
facility to provide some form of transportation if the service takes longer than they can
readily wait. Who is correct?
B only
(Communications) What would be the highest priority service on a late-model vehicle?
,steering gear replacement
(Communications) Shop quality control is a very important aspect of a successful service
facility. Service Consultant A encourages her technicians to keep their work areas as clean and
orderly as possible. Service Consultant B continually scans the shop area to check on the
status of the vehicles. Who is practicing the correct activates?
Both A and B
(Communications) What is the most common method of communicating the customer
request to the technician?
writing clear and complete customer concern descriptions on the repair order.
(Communications) Service Consultant A says that some shops require the technician to clock
in on the repair order when he begins and when he finishes a repair. Service Consultant B says
that come shops monitor the hours that each technician produces each week in order to track
technician efficiency. Who is correct?
Both A and B
(Communications) Service Consultant A says that it is wise to post the certifications and
credentials of the service technicians in the write-up area. Service Consultant B says that most
customers are more worried about low cost service than about the professionalism of the
service technicians. Who is correct?
A only
(Communications) Service Consultant A provides vague estimates to his customers so he can
quickly get the technician started on the repair. Service Consultant B provides thorough and
accurate estimates to her customers so there will not be any surprises when it is time to pay
the bill. Who is correct?
B only
, (Communications) Service Consultant A says that an example of a feature of an oil change is
the brand of oil used. Service Consultant B says that an example of a benefit of an oil change
is longer engine life. Who is right?
Both A and B
(Communications) Service Consultant A carefully documents the services that are performed
on each repair order prior to notifying the customer that the vehicle is done. Service
Consultant B documents the recommended services on the repair order in order to
communicate this information to the customer. Who is correct?
Both A and B
(Communications) What is NOT an example that would be considered a benefit of
recommending additional services to a current customer who has left his/her car at your shop?
the shop can stay open late to finish the repair
(Communications) A customer is objecting to having additional needed maintenance service
performed. Service Consultant A explains that the vehicle will likely break down very soon
and strand the customer in a dangerous location. Service Consultant B explains the value of
having a well-maintained vehicle. Who is correct?
B only
(Communications) A customer is at the repair shop describing the problems with his/her
vehicle. Service Consultant A asks detailed questions of the customer to determine what the
main concern is. Service Consultant B asks questions about the time, temperature, and the
frequency which the problem is occurring. Who is correct?
Both A and B
Latest Update 2026/2027
(Communications) Service Consultant A speaks clearly when have a conversation with a
customer on the phone. Service Consultant B says that treating customers with dignity and
respect om the phone is a positive business trait. Who is correct?
Both A and B
(Communications) Service Consultant A asks the customer to speak very slowly to allow every
comment to be written on the repair order. Service Consultant B asks open-ended questions
when attempting to identify the customer concern to be written on the repair order. Who is
correct?
B only
(Communications) Service consultants do NOT us this when greeting a new customer:
customer's first name
(Communications) What piece of data can be determined from viewing the service history of
a vehicle.
service repair procedures performed at this location
(Communications) A customer has an electrical problem with a vehicle. Service Consultant A
promises a completion time to the customer during the write-up process. Service Consultant
B gives the customer regular updates on the status of his/her vehicle throughout the repair
visit. Who is correct?
B only
(Communications) What is NOT a positive result from a customer follow-up call?
the service consultant can confront the customer who has negative feedback
,(Communications) Service Consultant A says that when writing up a comeback/warranty
ticket, it is necessary to review previous repair orders with the customer. Service Consultant B
says that when writing up a comeback/warranty ticket, it is necessary to ask the customer to
restate the symptoms he his experiencing. Who is right?
Both A and B
(Communications) Service Consultant A says that giving a ballpark estimate during the write-
up process is a good idea. Consultant B says that repair estimates should only be given after
the technician has diagnosed the vehicle and checked the cost of the parts needed. Who is
correct?
B only
(Communications) Service Consultant A wears jeans and a worn shirt to work. Service
Consultant B wears clean "business casual" clothes and always tucks in his/her shirt while at
work. Who is correct?
B only
(Communications) What is NOT a positive characteristic of a well-run service facility?
location on a busy street
(Communications) Service Consultant A says that obtaining accurate contact information is
usually not necessary. Service Consultant B says that most customers expect the service
facility to provide some form of transportation if the service takes longer than they can
readily wait. Who is correct?
B only
(Communications) What would be the highest priority service on a late-model vehicle?
,steering gear replacement
(Communications) Shop quality control is a very important aspect of a successful service
facility. Service Consultant A encourages her technicians to keep their work areas as clean and
orderly as possible. Service Consultant B continually scans the shop area to check on the
status of the vehicles. Who is practicing the correct activates?
Both A and B
(Communications) What is the most common method of communicating the customer
request to the technician?
writing clear and complete customer concern descriptions on the repair order.
(Communications) Service Consultant A says that some shops require the technician to clock
in on the repair order when he begins and when he finishes a repair. Service Consultant B says
that come shops monitor the hours that each technician produces each week in order to track
technician efficiency. Who is correct?
Both A and B
(Communications) Service Consultant A says that it is wise to post the certifications and
credentials of the service technicians in the write-up area. Service Consultant B says that most
customers are more worried about low cost service than about the professionalism of the
service technicians. Who is correct?
A only
(Communications) Service Consultant A provides vague estimates to his customers so he can
quickly get the technician started on the repair. Service Consultant B provides thorough and
accurate estimates to her customers so there will not be any surprises when it is time to pay
the bill. Who is correct?
B only
, (Communications) Service Consultant A says that an example of a feature of an oil change is
the brand of oil used. Service Consultant B says that an example of a benefit of an oil change
is longer engine life. Who is right?
Both A and B
(Communications) Service Consultant A carefully documents the services that are performed
on each repair order prior to notifying the customer that the vehicle is done. Service
Consultant B documents the recommended services on the repair order in order to
communicate this information to the customer. Who is correct?
Both A and B
(Communications) What is NOT an example that would be considered a benefit of
recommending additional services to a current customer who has left his/her car at your shop?
the shop can stay open late to finish the repair
(Communications) A customer is objecting to having additional needed maintenance service
performed. Service Consultant A explains that the vehicle will likely break down very soon
and strand the customer in a dangerous location. Service Consultant B explains the value of
having a well-maintained vehicle. Who is correct?
B only
(Communications) A customer is at the repair shop describing the problems with his/her
vehicle. Service Consultant A asks detailed questions of the customer to determine what the
main concern is. Service Consultant B asks questions about the time, temperature, and the
frequency which the problem is occurring. Who is correct?
Both A and B
