Test Bank for Automotive Service Management, 3rd edition by Andrew Rezin |Chapter 1-34

Test Bank for Automotive Service Management, 3rd edition by Andrew Rezin |Chapter 1-34.........1. The Automotive Service Industry, 2. Physical Resources, 3. Human Resources, 4. The Repair System, 5. Repair Documents, 6. Classic Management, 7. The Quality Movement, 8. Leadership, 9. The Complex Role of Management, 10. Ethics and Stewardship, 11. Vision, Mission, and Values, 12. Strategic Planning 13. Developing Goals, 14. Decision Making, 15. Income, Expenses, and Profit, 16. Compensation Plans, 17. Staffing and Shop Capacity, 18. Analysis and Action, 19. Financial Forecasting, 20. Managing Yourself, 21. Organizing Tips and Tools, 22. The Value of Satisfied Customers, 23. Building Basic Communication Skills, 24. Resolving Customer Disputes, 25. Recruiting and Selection, 26. Motivating Employees, 27. Progressive Discipline, 28. Marketing and Mass Media, 29. Target Marketing and Building an Identity, 30. Point-of-Purchase Merchandising, 31. Selling Service, 32. Legal Guidelines for Service Operations, 33. Warranties and Service Agreements, 34. Workplace Safety