Automotive Service
ST
UV
Management – 3rd Edition
IA_
AP
TEST BANK PR
O VE
Andrew Rezin
D?
Comprehensive Test Bank for Instructors
and Educators
© Andrew Rezin
All rights reserved. Reproduction or distribution without permission is prohibited.
©StudyStream
,TABLE OF CONTENTS
ST
Automotive Service Management: Principles Into Practice – 3rd
Edition (ISBN 9780134709857)
UV
Andrew A. Rezin
IA_
Section I: Service Operations
Chapter 1. The Automotive Service Industry
Chapter 2. Physical Resources
AP
Chapter 3. Human Resources
Chapter 4. The Repair System
Chapter 5. Repair DocumentsPR
Section II: Management Theories and Principles
Chapter 6. Classic Management O
Chapter 7. The Quality Movement
Chapter 8. Leadership VE
Chapter 9. The Complex Role of Management
Chapter 10. Ethics and Stewardship
Section III: Management Strategies
Chapter 11. Vision, Mission, and Values
D?
Chapter 12. Strategic Planning
Chapter 13. Developing Goals
Chapter 14. Decision Making
Section IV: Financial Measurement
Chapter 15. Income, Expenses, and Profit
Chapter 16. Compensation Plans
Chapter 17. Staffing and Shop Capacity
Chapter 18. Analysis and Action
Chapter 19. Financial Forecasting
Section V: Organizing and Managing Yourself
Chapter 20. Managing Yourself
Chapter 21. Organizing Tips and Tools
©StudyStream
,Section VI: Customer Relations
ST
Chapter 22. The Value of Satisfied Customers
Chapter 23. Building Basic Communication Skills
UV
Chapter 24. Resolving Customer Disputes
Section VII: Employee Relations
Chapter 25. Recruiting and Selection
IA_
Chapter 26. Motivating Employees
Chapter 27. Progressive Discipline
AP
Section VIII: Marketing and Merchandising Service
Chapter 28. Marketing and Mass Media
Chapter 29. Target Marketing and Building an Identity
PR
Chapter 30. Point-of-Purchase Merchandising
Chapter 31. Selling Service
O
Section IX: Legal Issues and Responsibilities
Chapter 32. Legal Guidelines for Service Operations
VE
Chapter 33. Warranties and Service Agreements
Chapter 34. Workplace Safety
D?
©StudyStream
, Chapter 1 The Automotive Service Industry
ST
MATCHING. Choose the item in column 2 that best matches each item in column 1.
UV
Choose the item in column 2 that best matches each item in column 1.
1) Dedicated to one manufacturer, retail
and warranty service
A) New vehicle dealership
1)
B) Gas station
IA_
2) Finds it more profitable to sell chips
and soft drinks
3) A single purpose service organization
C) Automotive parts, accessories, and tire
stores
2)
3)
4) Work on all makes and models of
vehicles
AP D) Fleets
E) Automotive repair and maintenance shops
4)
5) Maintain and repair only those PR 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.
OV
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
E) None of the above
ED
A) Fleet service shop
B) Chain store
C) Independent repair shop
?
7) Which of the following is a stand alone center that is part of a group of independent repair shops? 7)
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
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
1
ST
UV
Management – 3rd Edition
IA_
AP
TEST BANK PR
O VE
Andrew Rezin
D?
Comprehensive Test Bank for Instructors
and Educators
© Andrew Rezin
All rights reserved. Reproduction or distribution without permission is prohibited.
©StudyStream
,TABLE OF CONTENTS
ST
Automotive Service Management: Principles Into Practice – 3rd
Edition (ISBN 9780134709857)
UV
Andrew A. Rezin
IA_
Section I: Service Operations
Chapter 1. The Automotive Service Industry
Chapter 2. Physical Resources
AP
Chapter 3. Human Resources
Chapter 4. The Repair System
Chapter 5. Repair DocumentsPR
Section II: Management Theories and Principles
Chapter 6. Classic Management O
Chapter 7. The Quality Movement
Chapter 8. Leadership VE
Chapter 9. The Complex Role of Management
Chapter 10. Ethics and Stewardship
Section III: Management Strategies
Chapter 11. Vision, Mission, and Values
D?
Chapter 12. Strategic Planning
Chapter 13. Developing Goals
Chapter 14. Decision Making
Section IV: Financial Measurement
Chapter 15. Income, Expenses, and Profit
Chapter 16. Compensation Plans
Chapter 17. Staffing and Shop Capacity
Chapter 18. Analysis and Action
Chapter 19. Financial Forecasting
Section V: Organizing and Managing Yourself
Chapter 20. Managing Yourself
Chapter 21. Organizing Tips and Tools
©StudyStream
,Section VI: Customer Relations
ST
Chapter 22. The Value of Satisfied Customers
Chapter 23. Building Basic Communication Skills
UV
Chapter 24. Resolving Customer Disputes
Section VII: Employee Relations
Chapter 25. Recruiting and Selection
IA_
Chapter 26. Motivating Employees
Chapter 27. Progressive Discipline
AP
Section VIII: Marketing and Merchandising Service
Chapter 28. Marketing and Mass Media
Chapter 29. Target Marketing and Building an Identity
PR
Chapter 30. Point-of-Purchase Merchandising
Chapter 31. Selling Service
O
Section IX: Legal Issues and Responsibilities
Chapter 32. Legal Guidelines for Service Operations
VE
Chapter 33. Warranties and Service Agreements
Chapter 34. Workplace Safety
D?
©StudyStream
, Chapter 1 The Automotive Service Industry
ST
MATCHING. Choose the item in column 2 that best matches each item in column 1.
UV
Choose the item in column 2 that best matches each item in column 1.
1) Dedicated to one manufacturer, retail
and warranty service
A) New vehicle dealership
1)
B) Gas station
IA_
2) Finds it more profitable to sell chips
and soft drinks
3) A single purpose service organization
C) Automotive parts, accessories, and tire
stores
2)
3)
4) Work on all makes and models of
vehicles
AP D) Fleets
E) Automotive repair and maintenance shops
4)
5) Maintain and repair only those PR 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.
OV
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
E) None of the above
ED
A) Fleet service shop
B) Chain store
C) Independent repair shop
?
7) Which of the following is a stand alone center that is part of a group of independent repair shops? 7)
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
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
1
