C1: Service Consultant (Advisor)

While servicing a vehicle, additional maintenance and repair items are discovered. Service Consultant A says that an estimate for the cost of repairs should be completed. Service Consultant B says that the parts needed should be ordered. Who is right?

• A only
• B only
• Both A and B
• Neither A or B

On a vehicle with an illuminated MIL, the technician finds a stored P0420 DTC. The service consultant should explain to the customer that:

• (A) clearing of the DTC should be the first step in the diagnostic process.
• (B) diagnosis should be performed to determine the cause of the DTC.
• (C) the DTC is dangerous, requiring immediate repair.
• (D) the vehicle's catalytic converter has failed and must be replaced.

A customer calls requesting information about what type of engine coolant to use in their vehicle. The service consultant should:

• (A) ask the customer to drive the vehicle in for inspection.
• (B) obtain more details from the customer and advise accordingly.
• (C) advise the customer to look in the radiator to determine the coolant color.
• (D) advise the customer to look under the vehicle for signs of leakage.

The customer is concerned about a squeaking noise coming from the front of a vehicle. The service consultant should first:

• (A) tell the customer about possible causes of the noise.
• (B) recommend the appropriate mileage-based maintenance service.
• (C) give an estimate based upon the most likely cause.
• (D) prepare a work order with a description of the symptoms.

A customer on the phone is angry because their vehicle is exhibiting the same symptoms it had before last week’s repair. The service consultant should:

• (A) explain the warranty on the parts and service.
• (B) offer the customer a refund.
• (C) allow the customer to completely state their concerns.
• (D) apologize for the technician’s mistake.

This question is not like the other questions on the test. It uses the word EXCEPT. Read the question carefully before choosing your answer. On a vehicle with 100,000 miles, the results of a cooling system pressure test indicate a leaking water pump. Any of these may be recommended as part of the repair EXCEPT:

• (A) an engine cooling system flush.
• (B) an accessory drive belt.
• (C) a lower radiator hose.
• (D) a radiator.

A new customer calls from on the road where their car is disabled. Which of these should be the service consultant’s first priority?

• (A) Ensure the individual is safe.
• (B) Get a contact phone number.
• (C) Set up an appointment.
• (D) Call for a tow truck.

A customer enters the shop’s reception area at a busy time. Which of these should the service consultant do first?

• (A) Finish what they are working on and then acknowledge the customer.
• (B) Make eye contact and then acknowledge the customer.
• (C) Tell the customer to have a seat.
• (D) Ask one of the shop technicians to help.

When dropping off a vehicle, the customer is having trouble describing an intermittent noise heard while driving. Which of these should the service consultant do?

• (A) Have the technician call the customer.
• (B) Attempt to diagnose the noise at the counter.
• (C) Have the customer return when the noise is present.
• (D) Arrange for a road test with the customer.

When is the best time to explain the benefits of performing manufacturer’s recommended service?

• (A) When establishing the customer’s needs
• (B) When collecting the payment
• (C) When selling the service
• (D) When closing the sale