ASE C1 EXAM QUESTIONS AND ANSWERS
(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
(Communications) What would be the most critical safety service to be performed on a
late-model vehicle?
Brake pad replacement
(Communications) What would NOT be a benefit of having service repair work done at
the same quality repair shop every time?
a trustful relationship is developed between the owner and the repair shop's employees.
(Communications) Service Consultant A says that a ringing phone always takes
precedent over a customer standing in front of him. Service Consultant B says that if a
, customer walks in while you are on the phone, you should quickly take a message and
deal with the customer in front of you. Who is correct?
Neither A nor B
(Communications) What is NOT a vehicle information item that should be collected
when preparing a vehicle repair order?
Transmission model
(Communications) What is NOT a positive reason a service consultant could use to
finalize a service sale?
the owner will more likely to trade the vehicle because he is dissatisfied with it
(Communications) Service Consultant A does not check for availability of the repair
parts before notifying the customer. Service Consultant B does not call the customer
until after checking the availability and price of the repair parts. Who is correct?
B only
(Communications) What is NOT a question that should be asked on a customer follow-
up call?
were you pleased with the brand of coffee that was served in the waiting room?
(Communications) What is NOT an item that should be assed to the estimate when
calculating the total cost for a repair?
labor amount paid to the technician
(Communications) Service Consultant A is offended if a customer asks detailed
questions about why a particular service is being recommended. Service Consultant B
provides clear and understandable answers to detailed questions. Who is correct?
B only
(Communications) Service Consultant A says that it is not necessary to know what has
been done to the vehicle in the past. Service Consultant B says that some shops have
computerized software that stores the service data on each vehicle that has been in the
repair facility. Who is correct?
B only
(Communications) What repair procedure would be LEAST LIKELY to be considered a
high priority repair?
replacement of the rear wiper blase
(Communications) A first time customer walks into a repair shop and asks the service
consultant at the desk to explain the benefits and features of having repair work done at
(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
(Communications) What would be the most critical safety service to be performed on a
late-model vehicle?
Brake pad replacement
(Communications) What would NOT be a benefit of having service repair work done at
the same quality repair shop every time?
a trustful relationship is developed between the owner and the repair shop's employees.
(Communications) Service Consultant A says that a ringing phone always takes
precedent over a customer standing in front of him. Service Consultant B says that if a
, customer walks in while you are on the phone, you should quickly take a message and
deal with the customer in front of you. Who is correct?
Neither A nor B
(Communications) What is NOT a vehicle information item that should be collected
when preparing a vehicle repair order?
Transmission model
(Communications) What is NOT a positive reason a service consultant could use to
finalize a service sale?
the owner will more likely to trade the vehicle because he is dissatisfied with it
(Communications) Service Consultant A does not check for availability of the repair
parts before notifying the customer. Service Consultant B does not call the customer
until after checking the availability and price of the repair parts. Who is correct?
B only
(Communications) What is NOT a question that should be asked on a customer follow-
up call?
were you pleased with the brand of coffee that was served in the waiting room?
(Communications) What is NOT an item that should be assed to the estimate when
calculating the total cost for a repair?
labor amount paid to the technician
(Communications) Service Consultant A is offended if a customer asks detailed
questions about why a particular service is being recommended. Service Consultant B
provides clear and understandable answers to detailed questions. Who is correct?
B only
(Communications) Service Consultant A says that it is not necessary to know what has
been done to the vehicle in the past. Service Consultant B says that some shops have
computerized software that stores the service data on each vehicle that has been in the
repair facility. Who is correct?
B only
(Communications) What repair procedure would be LEAST LIKELY to be considered a
high priority repair?
replacement of the rear wiper blase
(Communications) A first time customer walks into a repair shop and asks the service
consultant at the desk to explain the benefits and features of having repair work done at
