ASE C1 Exam Questions and Answers
(Solved Papers)
(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? - Correct Answers ✅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? - Correct
Answers ✅B only
(Communications) Service consultants do NOT us this when
greeting a new customer: - Correct Answers ✅customer's
first name
(Communications) What piece of data can be determined
from viewing the service history of a vehicle. - Correct
Answers ✅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? - Correct
Answers ✅B only
,ASE C1 Exam Questions and Answers
(Solved Papers)
(Communications) What is NOT a positive result from a
customer follow-up call? - Correct Answers ✅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? - Correct
Answers ✅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? - Correct
Answers ✅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? - Correct Answers ✅B only
,ASE C1 Exam Questions and Answers
(Solved Papers)
(Communications) What is NOT a positive characteristic of a
well-run service facility? - Correct Answers ✅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? -
Correct Answers ✅B only
(Communications) What would be the highest priority service
on a late-model vehicle? - Correct Answers ✅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? - Correct Answers
✅Both A and B
(Communications) What is the most common method of
communicating the customer request to the technician? -
Correct Answers ✅writing clear and complete customer
concern descriptions on the repair order.
, ASE C1 Exam Questions and Answers
(Solved Papers)
(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? - Correct Answers ✅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? - Correct Answers ✅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? - Correct Answers ✅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? - Correct
Answers ✅Both A and B
(Solved Papers)
(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? - Correct Answers ✅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? - Correct
Answers ✅B only
(Communications) Service consultants do NOT us this when
greeting a new customer: - Correct Answers ✅customer's
first name
(Communications) What piece of data can be determined
from viewing the service history of a vehicle. - Correct
Answers ✅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? - Correct
Answers ✅B only
,ASE C1 Exam Questions and Answers
(Solved Papers)
(Communications) What is NOT a positive result from a
customer follow-up call? - Correct Answers ✅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? - Correct
Answers ✅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? - Correct
Answers ✅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? - Correct Answers ✅B only
,ASE C1 Exam Questions and Answers
(Solved Papers)
(Communications) What is NOT a positive characteristic of a
well-run service facility? - Correct Answers ✅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? -
Correct Answers ✅B only
(Communications) What would be the highest priority service
on a late-model vehicle? - Correct Answers ✅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? - Correct Answers
✅Both A and B
(Communications) What is the most common method of
communicating the customer request to the technician? -
Correct Answers ✅writing clear and complete customer
concern descriptions on the repair order.
, ASE C1 Exam Questions and Answers
(Solved Papers)
(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? - Correct Answers ✅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? - Correct Answers ✅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? - Correct Answers ✅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? - Correct
Answers ✅Both A and B
