TEST BANK
Automotive Service Management, 3rd Edition
By Andrew Rezin
IM
PR
ES
SI
VE
G
R
AD
ES
, Table of Content
chapter 1 The Automotive Service Industry
chapter 2 Physical Resources
chapter 3 Human Resources
chapter 4 The Repair System
chapter 5 Repair Documents
IM
chapter 6 Classic Management
chapter 7 The Quality Movement
chapter 8 Leadership
PR
chapter 9 The Complex Role of Management
chapter 10 Ethics and Stewardship
chapter 11 Vision, Mission, and Values
chapter 12 Strategic Planning
chapter 13 Developing Goals
ES
chapter 14 Decision Making
chapter 15 Income, Expenses, and Profit
chapter 17 Staffing and Shop Capacity
chapter 18 Analysis and Action
chapter 19 Financial Forecasting
SI
chapter 20 Managing Yourself
chapter 21 Organizing Tips and Tools
chapter 22 The Value of Satisfied Customers
VE
chapter 23 Building Basic Communication Skills
Chapter Objectives
chapter 24 Resolving Customer Disputes
chapter 25 Recruiting and Selection
chapter 26 Motivating Employees
G
chapter 27 Progressive Discipline
chapter 28 Marketing and Mass Media
R
chapter 29 Target Marketing and Building an Identity
chapter 30 Point-of-Purchase Merchandising
chapter 31 Selling Service
AD
chapter 32 Legal Guidelines for Service Operations
chapter 33 Warranties and Service Agreements
chapter 34 Workplace Safety
ES
, hgfds
TEST BANK FOR
Automotive Service Management 3rd Edition Andrew Rezin
Chapter 1 T h e Automotive Service Industry
IM
MATCHING. Choose the item in column 2 that best matches each item in column 1.
Choose the item in column 2 that best matches each item in column 1.
1) Dedicated to one manufacturer, retail A) New vehicle dealership
PR
1)
and warranty service
B) Gas station
2) Finds it more profitable to sell chips 2)
and soft drinks C) Automotive parts, accessories, and tire
stores
ES
3) A single purpose service organization 3)
D) Fleets
4) Work on all makes and models of 4)
vehicles E) Automotive repair and maintenance shops
5) Maintain and repair only those
SI
5)
vehicles that are owned or leased by
that company or agency
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
VE
6) Which - type of service shop is least likely to provide service to all makes and models of vehicles? 6)
A) Tire store
B) Chain store
C) Independent repair shop
D) All of the above
G
E) None of the above
7) Which of the following is a stand-alone center that is part of a group of independent repair shops? 7)
R
A) Fleet service shop
B) Chain store
C) Independent repair shop
AD
D) All of the above
E) None of the above
8) In the automotive service industry there is a shortage which type of employees? 8)
A) Office Managers B) Technicians
C) Owners D) Cashiers
ES
9) Which of the following repairs a wide range of vehicles? 9)
A) Chain store
B) Independent repair shop
C) Fleet service shop
D) All of the above
E) None of the above
YTREWQA
, hgfds
10) One of the greatest challenges to the non-dealership organizations in automotive service is 10)
.
A) Being price competitive
B) Access to technical information
C) Access to factory technical training
D) A and B
IM
E) B and C
11) Choose the shop or shops that are more likely to work on a wide range of vehicles. 11)
A) New vehicle dealership service department
B) Fleet repair shops
PR
C) Chain stores with a service center
D) Independent repair shops
E) Both C and D
F) None of these
12) Which of the following is a service operation that maintains their own vehicles? 12)
ES
A) Independent repair shop
B) Chain store
C) Fleet service shop
D) All of the above
E) None of the above
SI
13) Automotive repair and maintenance make up percent of the total number of auto techs in 13)
the United States.
A) 3 B) 44 C) 1 D) 31 E) 21
VE
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
14) The demand for vehicle service continues to grow faster than the supply. 14)
15) The automotive service industry has four major market segments 15)
G
16) Automotive repair and maintenance shops have a built-in referral business from their sales 16)
departments as do new vehicle dealerships.
R
17) Many corporate fleets limit the number of makes and models of vehicles that they service at any 17)
one time.
AD
18) Large chain operations tend to be "semi-specialists". 18)
19) Automotive repair and maintenance shops are tied to a specific manufacturer. 19)
20) The majority of automotive technicians in the United States are employed at independent repair 20)
ES
shops.
YTREWQA
Automotive Service Management, 3rd Edition
By Andrew Rezin
IM
PR
ES
SI
VE
G
R
AD
ES
, Table of Content
chapter 1 The Automotive Service Industry
chapter 2 Physical Resources
chapter 3 Human Resources
chapter 4 The Repair System
chapter 5 Repair Documents
IM
chapter 6 Classic Management
chapter 7 The Quality Movement
chapter 8 Leadership
PR
chapter 9 The Complex Role of Management
chapter 10 Ethics and Stewardship
chapter 11 Vision, Mission, and Values
chapter 12 Strategic Planning
chapter 13 Developing Goals
ES
chapter 14 Decision Making
chapter 15 Income, Expenses, and Profit
chapter 17 Staffing and Shop Capacity
chapter 18 Analysis and Action
chapter 19 Financial Forecasting
SI
chapter 20 Managing Yourself
chapter 21 Organizing Tips and Tools
chapter 22 The Value of Satisfied Customers
VE
chapter 23 Building Basic Communication Skills
Chapter Objectives
chapter 24 Resolving Customer Disputes
chapter 25 Recruiting and Selection
chapter 26 Motivating Employees
G
chapter 27 Progressive Discipline
chapter 28 Marketing and Mass Media
R
chapter 29 Target Marketing and Building an Identity
chapter 30 Point-of-Purchase Merchandising
chapter 31 Selling Service
AD
chapter 32 Legal Guidelines for Service Operations
chapter 33 Warranties and Service Agreements
chapter 34 Workplace Safety
ES
, hgfds
TEST BANK FOR
Automotive Service Management 3rd Edition Andrew Rezin
Chapter 1 T h e Automotive Service Industry
IM
MATCHING. Choose the item in column 2 that best matches each item in column 1.
Choose the item in column 2 that best matches each item in column 1.
1) Dedicated to one manufacturer, retail A) New vehicle dealership
PR
1)
and warranty service
B) Gas station
2) Finds it more profitable to sell chips 2)
and soft drinks C) Automotive parts, accessories, and tire
stores
ES
3) A single purpose service organization 3)
D) Fleets
4) Work on all makes and models of 4)
vehicles E) Automotive repair and maintenance shops
5) Maintain and repair only those
SI
5)
vehicles that are owned or leased by
that company or agency
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
VE
6) Which - type of service shop is least likely to provide service to all makes and models of vehicles? 6)
A) Tire store
B) Chain store
C) Independent repair shop
D) All of the above
G
E) None of the above
7) Which of the following is a stand-alone center that is part of a group of independent repair shops? 7)
R
A) Fleet service shop
B) Chain store
C) Independent repair shop
AD
D) All of the above
E) None of the above
8) In the automotive service industry there is a shortage which type of employees? 8)
A) Office Managers B) Technicians
C) Owners D) Cashiers
ES
9) Which of the following repairs a wide range of vehicles? 9)
A) Chain store
B) Independent repair shop
C) Fleet service shop
D) All of the above
E) None of the above
YTREWQA
, hgfds
10) One of the greatest challenges to the non-dealership organizations in automotive service is 10)
.
A) Being price competitive
B) Access to technical information
C) Access to factory technical training
D) A and B
IM
E) B and C
11) Choose the shop or shops that are more likely to work on a wide range of vehicles. 11)
A) New vehicle dealership service department
B) Fleet repair shops
PR
C) Chain stores with a service center
D) Independent repair shops
E) Both C and D
F) None of these
12) Which of the following is a service operation that maintains their own vehicles? 12)
ES
A) Independent repair shop
B) Chain store
C) Fleet service shop
D) All of the above
E) None of the above
SI
13) Automotive repair and maintenance make up percent of the total number of auto techs in 13)
the United States.
A) 3 B) 44 C) 1 D) 31 E) 21
VE
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
14) The demand for vehicle service continues to grow faster than the supply. 14)
15) The automotive service industry has four major market segments 15)
G
16) Automotive repair and maintenance shops have a built-in referral business from their sales 16)
departments as do new vehicle dealerships.
R
17) Many corporate fleets limit the number of makes and models of vehicles that they service at any 17)
one time.
AD
18) Large chain operations tend to be "semi-specialists". 18)
19) Automotive repair and maintenance shops are tied to a specific manufacturer. 19)
20) The majority of automotive technicians in the United States are employed at independent repair 20)
ES
shops.
YTREWQA
