Final Exam 2 review Automotive service
management UPDATED ACTUAL Exam
Questions and CORRECT Answers
The owner of the company has received a customer complaint indicating that the cost for her
recent repair was far more than the initial estimate. Which service employee is responsible for
preparing a complete and accurate estimate? - CORRECT ANSWER - The service advisor
Joe, the lead technician, is very dissatisfied. He storms in to see Ralph, the owner. "I am
underpaid and under appreciated. I am the only productive employee around here and yet you
say that you cannot afford to pay me more. Why don't you just get rid of some of the other
nonproductive people and just pay me what they earn?" A likely response from Ralph should be -
CORRECT ANSWER - All of the above
The claims administrator should be required to have been a technician before applying for the
position. - CORRECT ANSWER - False
Looking at the organization based on the workflows within the organization and taking into
account the inputs, processes, and outputs of these workflows is known as _______________. -
CORRECT ANSWER - System View
The step in the repair process where someone notifies the customer what was done, what the
charges are going to be, and arranges for them to pick up the vehicle is ________. - CORRECT
ANSWER - Delivery
An area where the flow is slowed or even comes to a stop is referred to as a _______. -
CORRECT ANSWER - Bottleneck
Which form or forms are used by the dispatcher to keep track of all of the cars in the shop? -
CORRECT ANSWER - Both A and C
management UPDATED ACTUAL Exam
Questions and CORRECT Answers
The owner of the company has received a customer complaint indicating that the cost for her
recent repair was far more than the initial estimate. Which service employee is responsible for
preparing a complete and accurate estimate? - CORRECT ANSWER - The service advisor
Joe, the lead technician, is very dissatisfied. He storms in to see Ralph, the owner. "I am
underpaid and under appreciated. I am the only productive employee around here and yet you
say that you cannot afford to pay me more. Why don't you just get rid of some of the other
nonproductive people and just pay me what they earn?" A likely response from Ralph should be -
CORRECT ANSWER - All of the above
The claims administrator should be required to have been a technician before applying for the
position. - CORRECT ANSWER - False
Looking at the organization based on the workflows within the organization and taking into
account the inputs, processes, and outputs of these workflows is known as _______________. -
CORRECT ANSWER - System View
The step in the repair process where someone notifies the customer what was done, what the
charges are going to be, and arranges for them to pick up the vehicle is ________. - CORRECT
ANSWER - Delivery
An area where the flow is slowed or even comes to a stop is referred to as a _______. -
CORRECT ANSWER - Bottleneck
Which form or forms are used by the dispatcher to keep track of all of the cars in the shop? -
CORRECT ANSWER - Both A and C
